Manager, First Call Resolution

DePuy Synthes is recruiting for a Manager First Call Resolutionlocatedin 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 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

The Manager First CallResolutionis responsible forleading 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 crossfunctionally 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 efficientlyin accordance withservice level expectations and internal policies.

• Monitor and analyze performance metrics (e.g. first call resolution response time customer satisfaction) toidentifytrends 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:Bachelors degree in Business Operations Supply Chain ora relatedfield.

• Preferred: Masters degree (MBA or equivalent).

Experience and Skills

Required:

• 68 years of progressive experience in customer service contact center operations or order management roles.

• Prior peoplemanagement 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 multisite 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 crossfunctional problem solving in a fastpaced 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 internal employees contact AskGS to be directed to your accommodation resource.

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