Manager, TPO Customer Service

Location: Raritan New Jersey West Chester Pennsylvania Palm Beach Gardens Florida Raynham Massachusetts Warsaw Indiana

DePuy Synthes is recruiting for aManagerTPOCustomer Service.

Johnson & Johnson announced plans to separate our Orthopedics business toestablisha standalone orthopedics companyoperatingas DePuy Synthes. The process of the planned separation isanticipatedto be completed within 18 to24 months subject to legal requirements including consultation with works councils and other employee representative bodies as may be regulatory approvals and other customary conditions and approvals. Should you accept this position it isanticipatedthat following conclusion of the transaction you would be an employee of DePuySynthesand your employment would be governed by DePuy Synthes employment processes programs policies and benefit that case details of any planned changes would be provided to you by DePuy Synthes atan appropriate timeand subject to any necessary consultation processes.

Job Overview

This role serves as the technology product owner for customer service platforms andcapabilities supporting DePuy Synthes commercial organization and reports into the DePuy Synthes Technology organization. The ManagerTPO Customer Servicepartners closely with Customer Service Commercial and IT stakeholders to define deliver and continuously improve digitalcustomersolutions that enhance the customer experience enable efficient operations and support business growth.

This is an exciting opportunity to own the endtoend productvision for customer service technology in a global orthopedic organization translating business needs into scalable compliant and usercentered technology solutions while driving measurable value across the commercial landscape.

Key Responsibilities

• Own the product vision roadmap and backlog for customer service technology solutions ensuring alignment with commercial strategy and customer managementobjectives.

• Partner with Customer Service Commercial and Operations leaders to translate business needs into clear functional and technical requirements.

• Lead prioritization of features and enhancements to maximize business value customer experience and operational efficiency.

• Collaborate with IT delivery teams vendors and platform owners to deliver highquality scalable and compliant solutions on time and within scope.

• Oversee continuous improvement initiatives including performance monitoring trend analysis andadoptionmetrics tooptimizecustomer service platforms.

• Ensure solutions adhere to Johnson & Johnson Credo values data privacyinformationsecurity and regulatory requirements.

• Act as the primary point of accountability forleadership andstakeholder communication change management and release readiness related to customer service technology.

• Lead the application of AI advanced analytics and automation to modernize commercial platforms enhancing customer engagement pricing and revenue optimization anddatadrivendecisionmakingwhile driving scalable and compliant commercial execution across sales marketing and customer operations.

Qualifications

Education:

• Bachelors degree(Information Systems Computer Science Business Engineering or related field).

• Masters degree or MBA preferred.

Experience and Skills:

Required:

• 6-8 years of relevant work experience including experience in technology product ownership IT delivery or commercial technology solutions aligned to customer management or customer service functions.

• Demonstrated experience owning and managing technology products or platforms in a complex crossfunctional environment.

• Strong ability to translate business requirements into clear actionable product features and priorities.

• Experience partnering with business stakeholders IT teams and external vendors.

• Working knowledge of customer service operations service & repair CRM contact center technologiesand/or commercial digital solutions.

• Strong analytical problemsolving and communication skills.

Preferred:

• Experience supporting commercial or customer-facing functions within a regulated industry (e.g. medical devices healthcare life sciences).

• Familiarity with Agile or productcentric delivery models.

• Experience leading global or multiregional technology initiatives.

• Demonstrated success driving digital transformation or customer experience improvements through technology.

Other:

• Language: English.

• Travel: Up to 1020% primarily domestic.

• Certifications: Product Owner Agile or similar certifications preferred but not.

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 please contact us via or contact AskGS to be directed to your accommodation resource.

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