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**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, West Chester, Pennsylvania, United States of America
Job Description:
DePuy Synthes is recruiting for a Director, Digital Customer Solutions and Channels , located in West Chester, Pennsylvania or Raritan, New Jersey.
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.
DePuy Synthes, part of the Johnson & Johnson MedTech Companies, provides one of the most comprehensive orthopedics portfolios in the world. The portfolio encompasses joint reconstruction, trauma, craniomaxillofacial, spinal surgery and sports medicine and is designed to advance patient care while delivering clinical and economic value to health care systems worldwide. For more information, visit www.depuysynthes.com.
The Director, Digital Customer Solutions and Channels is a high impact role within the DePuy Synthes Supply Chain organization that leads the team responsible for the deployment of our digital solution platforms (Advance Case Management & eSIMS), management of our digital order channels (EDI, GHX, JJCC/DOS), and process owner for US customer service telephony and CRM processes. These solutions and channels drive a differentiated experience that delivers operational, commercial, and customer benefits. This director will be a key technical and strategic leader responsible for the growth and success of these digital capabilities.
Key Responsibilities:
Leads a team of 12-15 individuals responsible for the demand generation, implementation and support of customer solutions.
Leads a team of 5-7 individuals responsible for the day-to-day support and management of our digital order channels and telephony and CRM tools.
Demonstrates strong leadership in the development and execution of strategies aligning with business goals and market demands.
Works closely with the Director, Field Technology Solutions to maintain comprehensive product roadmaps outlining key milestones, feature releases, and product updates.
Facilitates and drives significant collaboration with cross-functional teams, including Commercial, Legal, Compliance, Data Science, and Commercial Operations to drive solutions strategies.
Defines and measures key performance indicators (KPIs) and regularly assesses the success of the solutions and channels.
Utilizes data analytics to identify areas for improvement and optimize product & channel performance.
Stays abreast of industry trends and continually evaluates customer needs and competitive capabilities.
Responsible for driving vendor and partner relationships and managing related budgets.
Spearheads efforts to integrate digital solutions with other DPS Commercial products and services and evaluate expansion into new markets.
Supports the development and management of other digital solutions and channels and participates in other company projects and initiatives as required.
Qualifications:
A minimum of a bachelor’s degree is required; a MBA or other Graduate degree preferred.
A minimum of 10+ years working experience in any of the following areas required - Sales, Marketing, Supply Chain, Finance, Digital Health, IT, or Engineering.
8+ years of healthcare industry experience is required
5+ years of people management experience with direct reports is required.
Strong collaboration, partnering, and negotiation skills required
Strong written and verbal communication skills required.
Ability to work independently with strong and flexible work ethic required
Excellent Planning & Organizing Skills required
Demonstrated ability to effectively recruit, develop, manage and coach associates is highly desirable.
Experience managing cross functional teams/projects/initiatives preferred.
Knowledge of orthopedic products preferred
Up to 20% domestic travel may be required.
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.
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#DePuySynthesCareers
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: