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**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 leading teams, programs, or large cross‑functional initiatives.
- Demonstrated ability to drive service excellence, standardization, and performance improvement.
- Strong analytical skills with experience using metrics and insights to inform decisions.
Preferred:
- Experience in a regulated industry such as medical devices, healthcare, or life sciences.
- Familiarity with global service delivery models or shared services environments.
- Experience with CRM, ERP, or customer service performance management tools.
- Experience leading operational excellence or continuous improvement initiatives.
- Knowledge of Lean, Six Sigma, or similar methodologies.
- Proven ability to influence and collaborate across a matrixed, global organization.
- Excellent written, verbal, and presentation communication skills.
Other
Language: English (required).
Travel: Up to 40%, primarily domestic with limited international travel.
Certifications: Lean, Six Sigma, or customer experience/operations certifications (preferred).
For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.
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.
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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.
#LI-Hybrid
#DepuySynthesCareers
Required Skills:
Preferred Skills:
Consulting, Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Emotional Intelligence, Fact-Based Decision Making, Performance Measurement, Process Improvements, Process Optimization, Quality Services, Technical Credibility, Technical Support
The anticipated base pay range for this position is :
$102,000.00 - $177,100.00
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