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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, First Call Resolution, located in Raynham, Massachusetts.
This hybrid position will be located in New Brunswick, NJ (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, First Call Resolution is responsible for leading customer support operations with a focus on resolving customer inquiries accurately and efficiently on the first interaction. This role plays a key part in enhancing customer experience, improving operational efficiency, and ensuring alignment with DePuy Synthes service standards. The position leads and develops a team of customer service professionals while partnering cross‑functionally to address systemic issues and drive continuous improvement.
Key Responsibilities
Lead, coach, and develop a team responsible for first call resolution of customer inquiries, orders, and service requests.
Ensure customer issues are resolved accurately and efficiently in accordance with service level expectations and internal policies.
Monitor and analyze performance metrics (e.g., first call resolution, response time, customer satisfaction) to identify trends and improvement opportunities.
Partner with Supply Chain, Quality, Sales, and Commercial teams to resolve complex or recurring customer issues.
Drive standardization and continuous improvement of customer service processes and workflows.
Support implementation of systems, tools, and training initiatives that enhance service quality and efficiency.
Ensure compliance with company policies, regulatory requirements, and customer service procedures.
Qualifications
Education
Required: Bachelor’s degree in Business, Operations, Supply Chain, or a related field.
Preferred: Master’s degree (MBA or equivalent).
Experience and Skills
Required:
6–8 years of progressive experience in customer service, contact center operations, or order management roles.
Prior people‑management experience, including performance management and employee development.
Demonstrated experience improving first call resolution and customer satisfaction outcomes.
Preferred:
Experience in a regulated industry such as medical devices, healthcare, or life sciences.
Familiarity with CRM, ERP, or order management systems.
Experience supporting global or multi‑site customer service operations.
Knowledge of continuous improvement methodologies (Lean, Six Sigma).
Strong analytical skills with experience using service metrics to drive decisions.
Ability to lead cross‑functional problem solving in a fast‑paced environment.
Excellent written and verbal communication skills.
Other
Language: English (required).
Travel: Up to 15%, primarily domestic.
Certifications: Lean, Six Sigma, or customer service leadership certifications (preferred).
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.
#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