Manager, Customer Support - Commercial Operations (Irvine, CA) Johnson and Johnson MedTech, Electrophysiology
Manager, Customer Support - Commercial Operations (Irvine, CA) Johnson and Johnson MedTech, Electrophysiology
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Job Description
At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are our expertise in Innovative Medicine and MedTech we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow and profoundly impact health for more at
Job Function:
Customer ManagementJob Sub Function:
Customer Service OperationsJob Category:
People LeaderAll Job Posting Locations:
Irvine California United States of AmericaJob Description:
Johnson & Johnson MedTech Electrophysiology is recruiting for a Manager Customer Support within the Electrophysiology (EP) business unit based in Irvine CA.
At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are personal. Through our expertise in Innovative Medicine and MedTech we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow and profoundly impact health for humanity. Learn more at by innovation at the intersection of biology and technology were developing the next generation of smarter less invasive more personalized treatments.
Are you passionate about improving and expanding the possibilities of Cardiovascular Ready to join a team thats reimagining how we heal Our Cardiovascular team develops leading solutions for heart recovery electrophysiology and stroke. You will join a proud heritage of continually elevating standards of care for stroke heart failure and atrial fibrillation (AFib) patients.
Your unique talents will help patients on their journey to wellness. Learn more at Overview
We are seeking a transformational leader to join our Commercial Operations organization as a Manager Customer Support. This high-impact role is designed for a trailblazer who thrives on challenging the status quo identifying bold opportunities to innovate streamline processes and elevate team performance. Based in Irvine CA this individual will serve as a strategic bridge between Customer Support and the Commercial Sales organization driving execution of programs that fuel our commercial growth at Johnson & Johnson MedTech Electrophysiology (EP).
This role is ideal for a forward-thinking people-focused leader who embraces change fosters innovation and is passionate about developing future leaders. You will oversee a team responsible for customer onboarding capital and disposable program management and execution and field sales supportbuilding a culture rooted in accountability agility and continuous improvement.
The ideal candidate will exhibit strong business acumen thrive on cross-functional collaboration and a customer-first mindset.
Key Responsibilities
People Leadership & Team Development
Inspire mentor and elevate a team of emerging leadersfostering a high-performance growth mindset culture.
Ensure your team is equipped with the tools training and business acumen needed to deliver exceptional support and strategic insights.
Champion inclusivity and empower the team to take initiative solve problems creatively and lead change.
Innovative Program Development & Execution
Drive the creation launch and optimization of high-impact commercial programs that enhance customer experience and accelerate growth.
Lead strategic initiatives that simplify operations reduce complexity and create scalable solutions for the field sales team.
Manage Johnson & Johnson MedTech Electrophysiologys evaluation and rental programs from end to end including contract creation negotiation and execution within approved guidelines. For competitive trade-in programs ensure compliance tracking and reporting in accordance with established policies and procedures.
Oversee the Samples program in collaboration with the field sales organization ensuring strict adherence to internal policies compliance guidelines and documentation requirements.
Deliver insightful program reporting and dashboards to leadership including Open Payments and compliance reporting related to Healthcare Compliance policies.
Field Partnership & Commercial Agility
Function as a trusted strategic partner to the Commercial Sales team delivering tailored solutions and supporting field needs through program design data analytics and customer engagement strategies.
Proactively equip the sales force with order program and historical data to enable smarter decision-making and stronger customer interactions.
Operational Excellence & System Optimization
Lead continuous improvement efforts to optimize order management and overall commercial support.
Maintain and enhance tools SOPs and digital resources to enable efficiency and compliance across all touchpoints.
Leverage expertise in ERP CRM and subscription platforms to drive system enhancements and ensure data integrity.
Compliance Risk Management & Cross-Functional Collaboration
Champion regulatory and compliance standards through proactive risk mitigation strategies and cross-functional alignment.
Partner across Legal Health Care Compliance Supply Chain Finance and Regulatory to execute integrated and compliant programs.
Navigate and resolve complex operational issues with clarity and urgency.
Strategic Initiatives & Transformation
Lead department-wide initiatives including system upgrades sustainability efforts and enterprise-wide process harmonization.
Influence strategic direction through your bold ideas customer-focused solutions and ability to mobilize resources toward meaningful change.
Qualifications
Required
Bachelors degree in Business Marketing Finance or related field.
6 years of progressive experience in Customer Support Sales Support or Program Managementideally in the medical device life sciences or regulated industries.
Demonstrated ability to drive change lead teams and build scalable customer-focused solutions.
Experience with capital equipment order management including coordination of complex fulfillment processes pricing execution and validation and customer alignment.
Advanced skills in ERP/CRM tools (JDE SAP Salesforce) and subscription platforms (e.g. Zuora preferred).
Excellent communication storytelling analytical and stakeholder engagement skills.
Proven experience leading cross-functional projects and managing through complexity.
Preferred
Advanced degree (MBA or equivalent).
Familiarity with commercial contracting compliance frameworks and order management in MedTech.
Passion for leadership development and fostering a culture of innovation.
Additional Responsibilities
Ensure full compliance with company policies and all applicable regulatory requirements.
Integrate Johnson & Johnsons Credo and Leadership Imperatives into daily decision-making and team culture.
Perform other responsibilities as assigned.
The Company maintains highly competitive performance-based compensation programs. Under current guidelines this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporations performance over a calendar/performance year. Bonuses are awarded at the Companys discretion on an individual basis.
- Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical dental vision life insurance short- and long-term disability business accident insurance and group legal insurance.
- Employees may be eligible to participate in the Companys consolidated retirement plan (pension) and savings plan (401(k)).
- This position is eligible to participate in the Companys long-term incentive program.
- Employees are eligible for the following time off benefits:
- Vacation up to 120 hours per calendar year
- Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington up to 56 hours per calendar year
- Holiday pay including Floating Holidays up to 13 days per calendar year of Work Personal and Family Time - up to 40 hours per calendar year
- Additional information can be found through the link below. compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.
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 and 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 please email the Employee Health Support Center () or contact AskGS to be directed to your accommodation resource.
The anticipated base pay range for this position is :
$100000 to $172500Additional Description for Pay Transparency:
Required Experience:
Manager
Employment Type
Full-Time
