Director, Customer Collaboration (Indirect), Global Customer Solutions, MedTech Supply Chain

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:

Supply Chain Deliver

Job Sub Function:

Multi-Family Supply Chain Deliver

Job Category:

Professional

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

Johnson & Johnson MedTech – Supply Chain is recruiting for a Director, Customer Collaboration Indirect, located in United States.

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 https://www.jnj.com/

About MedTech:

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Overview:

We’re looking for an operationally strong, relationship-driven leader to help our distributor and indirect partners across the Americas have a smooth, reliable service experience. As Director, Customer Collaboration Indirect, you’ll own the end-to-end indirect customer service model—leading order management, returns, claims, and dispute resolution; driving continuous improvement and digital/automation adoption; and partnering closely with Commercial and Supply Chain to resolve critical issues and improve go-to-market performance. A core part of the role is translating Business Unit go-to-market models and upstream Plan/Source/Make considerations into clear Global Customer Solutions/Deliver policies, processes, and system requirements, aligned to global Center of Excellence standards.

Key Responsibilities:

• Own the end-to-end indirect order management and service experience across the Americas, ensuring seamless fulfillment and timely issue resolution.
• Lead indirect channel customer service operations (orders, returns, claims, and disputes), with clear ownership of service performance and partner outcomes.
• Build strong working relationships with distributor partners and internal team members, serving as a trusted point of escalation and collaboration.
• Partner closely with Commercial and Supply Chain to resolve critical issues, remove recurring barriers, and strengthen go-to-market performance.
• Drive continuous improvement and adoption of digital and automation solutions across the indirect channel, aligned to Center of Excellence standards and playbooks.
• Translate Business Unit go-to-market models and Plan/Source/Make considerations into executable Deliver policies, processes, and system requirements within Global Customer Solutions.
• Prioritize and manage a portfolio of commercial initiatives impacting Global Customer Solutions, translating customer needs into requirements, tracking benefits, and reporting impact to regional leadership.

Qualifications:

Education:

• Minimum Bachelor's degree and/or equivalent University degree required; Advanced degree preferred.

Experience and skills:

Required:

• 8–10 years of relevant experience in customer service operations, order managem