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**Job Function: **
Customer Management
**Job Sub Function: **
Customer Service Operations
Job Category:
Professional
All Job Posting Locations:
New Brunswick, New Jersey, United States of America, Raynham, Massachusetts, United States of America, West Chester, Pennsylvania, United States of America
Job Description:
Manager, Digital CX (CRM/Telephony)
Job ID: 10021713 Preferred Locations: MA
DePuy Synthes is recruiting for a Manager, Digital CX (CRM/Telephony) in Massachusetts.
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, Digital CX (CRM/Telephony) is responsible for leading digital customer experience initiatives that improve ease of doing business, service efficiency, and data‑driven decision‑making. This role oversees customer service processes related to CRM and Telephony capabilities to ensure consistent, high‑quality digital interactions. The Manager partners cross‑functionally to drive adoption, performance, and continuous improvement of digital CX solutions that directly enhance customer satisfaction and operational effectiveness.
Key Responsibilities
Lead digital customer experience (CX) strategy and execution for US Customer Service related to CRM and Telephony platforms.
Oversee performance, adoption, and optimization of the CRM and Telephony platforms.
Drive governance, enhancements, and user experience improvements in partnership with IT and business stakeholders.
Develop and analyze customer insights and performance metrics to identify trends, risks, and improvement opportunities.
Partner with Customer Service, Sales, Finance, Supply Chain, and Global Services teams to align digital CX solutions with business needs.
Lead continuous improvement initiatives to increase digital adoption, reduce manual effort, and improve service outcomes.
Ensure compliance with internal controls, data governance standards, and applicable policies.
Support roadmap development, prioritization, and implementation of digital CX capabilities.
Prepare and deliver insights, recommendations, and performance updates to leadership.
Qualifications
_Education _
Required: Bachelor’s degree in Business, Information Systems, Operations, Analytics, or a related field.
Preferred: Master’s degree (MBA or equivalent).
_Experience and Skills _
Required:
6–8 years of progressive experience in digital customer experience, customer operations, analytics, or related business functions.
Experience leading programs, platforms, or teams focused on digital enablement or CX improvement.
Strong analytical skills with experience leveraging data and insights to drive decisions.
Preferred:
Experience with CRM, Telephony, or digital ordering platforms.
Familiarity with ERP or customer analytics tools.
Experience in a regulated industry such as medical devices, healthcare, or life sciences.
Experience driving digital adoption and change management.
Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
Demonstrated ability to manage complex, cross‑functional initiatives in a matrixed environment.
Excellent written, verbal, and presentation communication skills.
Ability to translate business needs into actionable digital solutions.
_Other _
Language: English (required).
Travel: Limited; up to 10%, primarily domestic with limited international travel.
Certifications: Digital CX, analytics, or project management 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.
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)).
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