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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, Digital CX (EDI/JJCC/Insights), this hybrid position will be located in Rayhnam, MA (USA). Alternate Hybrid locations maybe considered at Raritan, NJ (USA); West Chester, PA (USA); Palm Beach Gardens, FL (USA); Raritan, NJ (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, Digital CX (EDI/JJCC/Insights) is responsible for leading digital customer experience initiatives that improve ease of doing business, service efficiency, and data‑driven decision‑making. This role oversees electronic data interchange (EDI), Johnson & Johnson Customer Connect (JJCC), and customer insights 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 across EDI, JJCC, and customer insights platforms.
Oversee performance, adoption, and optimization of EDI and digital ordering/interaction channels.
Drive JJCC 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 EDI, customer portals, or digital ordering platforms.
Familiarity with CRM, 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: Up to 20%, 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.
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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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:
Please provide the benefits applicable. Required for US Positions. Please copy and paste the applicable benefits into the empty text box below, based on the type of role.
[DELETE ANY BENEFITS NOT APPLICABLE TO THE POSITION]
Please use the following language:
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