Sr. Manager, Global Customer Service Strategy (Orthopaedics)

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:

Multi-Family Customer Management

Job Category:

People Leader

All Job Posting Locations:

New Brunswick, New Jersey, United States of America, Raynham, Massachusetts, United States of America, Remote (US), West Chester, Pennsylvania, United States of America

Job Description:

Johnson & Johnson is recruiting for a(n) Sr. Manager, Global Customer Service Strategy, located in Raynham, MA. Other possible locations include: New Brunswick, NJ, or West Chester, PA. Remote work options may be considered on a case-by-case basis and if approved by the Company.

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.

About Orthopaedics

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

Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery.

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

Purpose:

The Sr. Manager, Global Customer Service Strategy plays a critical leadership role in shaping and advancing DePuy Synthes’ global customer service operating model. This position drives enterprise‑wide customer service strategy, enabling consistent, high‑quality customer experiences across regions while supporting growth, operational excellence, and digital transformation. This role partners closely with regional leaders, supply chain, commercial, and digital teams to translate strategy into scalable, measurable outcomes that improve customer satisfaction and business performance.

 

Key Responsibilities

• Lead the development and execution of global customer service strategy aligned with DePuy Synthes business objectives and customer experience goals.

• Define and standardize global customer service processes, operating models, and performance metrics across regions.

• Partner with regional and functional leaders to drive adoption of strategic initiatives and ensure consistent execution worldwide.

• Analyze customer service performance data, customer feedback, and operational insights to identify opportunities for improvement and inn