Director, US Customer Service
Johnson & JohnsonAbout the role
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.
Job Function:
Customer ManagementJob Sub Function:
Customer Service OperationsJob Category:
People LeaderAll Job Posting Locations:
Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, West Chester, Pennsylvania, United States of AmericaJob Description:
DePuy Synthes is recruiting for a Director, US Customer Service.
Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.
Job Overview
The Director, US Customer Service is a senior leadership role responsible for setting the strategy and driving operational excellence across customer service operations supporting the U.S. DePuy Synthes business. This role plays a critical part in delivering a high‑quality customer experience, ensuring reliable order fulfillment, and strengthening partnerships with commercial, supply chain, and operations teams. The position offers the opportunity to lead large, multi‑site teams, modernize service capabilities, and directly impact customer satisfaction, revenue enablement, and brand reputation.
Key Responsibilities
Lead and execute the U.S. Customer Service strategy, aligning service operations with business priorities, growth objectives, and customer expectations.
Provide direct leadership to managers and senior leaders, fostering a culture of accountability, engagement, and continuous improvement.
Oversee end‑to‑end customer service operations, including order management, issue resolution, returns, and service performance management.
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