Manager, CS Excellence & GS Oversight

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 Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All 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 America

Job Description:

DePuy Synthes is recruiting for a Manager, CS Excellence & GS Oversight.

This Hybrid position will be located in Raynham, MA (USA). Alternate Hybrid locations maybe considered at Raritan, NJ (USA); West Chester, PA (USA); Palm Beach Gardens, FL (USA).

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 Manager, CS Excellence & GS Oversight is responsible for driving customer service (CS) performance excellence while providing governance and oversight across global services (GS) operations. This role plays a critical part in elevating the customer experience, ensuring consistent service delivery, and strengthening operational controls. The Manager partners closely with regional and global stakeholders to define standards, monitor performance, and lead continuous improvement initiatives that support DePuy Synthes’ commercial and customer commitments.

Key Responsibilities

• Lead customer service excellence initiatives to improve service quality, consistency, and customer satisfaction.
• Provide oversight and governance for global services operations, ensuring alignment with defined standards, policies, and performance expectations.
• Define, monitor, and analyze key customer service and operational performance metrics to identify risks and improvement opportunities.
• Partner with regional CS leaders, GS teams, and cross‑functional stakeholders to drive issue resolution and prevent recurrence.
• Support the design, implementation, and optimization of customer service processes, tools, and controls.
• Lead continuous improvement initiatives that enhance efficiency, compliance, and customer experience.
• Ensure adherence to internal controls, audit requirements, and regulatory or policy obligations.
• Prepare and deliver insights, reporting, and recommendations to senior leadership.
• Foster a culture of accountability, collaboration, and customer focus aligned with Johnson & Johnson’s Credo.

Qualifications

Education

• Required: Bachelor’s degree in Business, Operations, Supply Chain, Finance, or a related field.
• Preferred: Master’s degree (MBA or equivalent).

Experience and Skills

Required:

• 6–8 years of progressive experience in customer service operations, global services, commercial operations, or related functions.
• Prior experience