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:
People Leader
All Job Posting Locations:
Raritan, New Jersey, United States of America
Job Description:
Johnson & Johnson MedTech – Supply Chain is recruiting for a Director, Customer Solution Productivity, 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 a results-obsessed global productivity leader who knows how to turn complexity into efficiency at scale. As a Director of Customer Solution Productivity, this role will own and drive the productivity and quality agenda for Global Customer Solutions to improve the customer experience. This leader will work at the intersection of operations, technology, and analytics, partnering across regions and IT to achieve benchmark capabilities in workforce management, quality, compliance, training, coaching. This leader will partner with Regional Operations leaders to adapt global standards to local realities, build strong teams across borders, and ensure operational excellence through transformational change.
Key responsibilities:
- Lead end-to-end customer service productivity globally- workforce management, quality, compliance, training, coaching to ensure a consistently high-quality and improved customer experience.
- Own and manage the productivity program portfolio — prioritize initiatives, track delivery, and ensure benefit realization across the organization.
- Design and implement workforce models including offshoring and skill-mix optimization to reduce cost without compromising quality.
- Build and maintain productivity dashboards tracking cost per transaction, automation rates, AHT, and FTE productivity.
- Identify and eliminate process waste; document simplified SOPs aligned to the global Customer Solutions playbook.
- Lead and develop a team of productivity analysts and program managers.
Qualifications:
Education: Minimum Bachelor's degree and/or equivalent University degree required; Advanced degree preferred.
Experience and skills:
Required:
- Minimum 8–10 years of relevant professional experience
- Experience in productivity improvement, operational efficiency, or automation program management
- People management experience
- Strong analytics skills with experience tracking KPIs and measuring initiative ROI
- Familiarity with process improvement methodologies (Lean, Six Sigma, or equivalent)
Preferred:
- Hands-on experience with RPA tools (e.g., UiPath, Automation Anywhere) or AI-enabled service platforms
- Background in MedTech, healthcare, or large-scale global operations
- Experience with offshoring or BPO vendor management
- Proficiency with Power BI, Tableau, or similar analytics platforms
Other:
- Language requirements: English required.
- May require up to 25% domestic and/or international travel to other sites and locations
Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.
Required Skills:
Preferred Skills:
Continuous Improvement, Customer Centricity, Customer Relationship Management (CRM), Customer Retentions, Customer Satisfaction, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization
The anticipated base pay range for this position is :
$150,000.00 - $258,750.00
Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s long-term incentive program.
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits