Manager, CS Excellence & GS Oversight

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

As guided by Our Credo Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson we respect the diversity and dignity of our employees and recognize their merit.

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 fora Manager CS Excellence & GS Oversight.

This Hybrid position will be located in Raynham MA (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 berequired 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 CS Excellence & GS Oversightis responsible fordriving customer service (CS) performance excellence while providing governance and oversight across global services (GS) operations. This role plays a critical part in elevatingthe customerexperience ensuring consistentservice delivery and strengthening operational controls. The Manager partners closely with regional and global stakeholders to define standardsmonitorperformance and lead continuous improvement initiatives that support DePuy Synthes commercial and customer commitments.

Key Responsibilities

• Lead customer service excellence initiatives to improve service quality consistency and customer satisfaction.
• Provide oversight and governance for global services operations ensuring alignment with defined standards policies and performance expectations.
• Definemonitor and analyze key customer service and operational performance metrics toidentifyrisks and improvement opportunities.
• Partner with regional CS leaders GS teams and crossfunctional stakeholders to drive issue resolution and prevent recurrence.
• Support the design implementation and optimization of customer service processes tools and controls.
• Lead continuous improvement initiatives that enhance efficiency compliance and customer experience.
• Ensure adherence to internal controls audit requirements and regulatory or policy obligations.
• Prepare and deliver insights reporting and recommendations to senior leadership.
• Foster a culture of accountability collaboration and customer focus aligned with Johnson & Johnsons Credo.

Qualifications

Education

• Required:Bachelors degree in Business Operations Supply Chain Finance ora relatedfield.
• Preferred: Masters degree (MBA or equivalent).

Experience and Skills

Required:

• 68 years of progressive experience in customer service operations global services commercial operations or related functions.
• Prior experience leading teams programs or large crossfunctional initiatives.
• Demonstrated ability to drive service excellence standardization and performance improvement.
• Strong analytical skills with experience using metrics and insights to inform decisions.

Preferred:

• Experience in a regulated industry such as medical devices healthcare or life sciences.
• Familiarity with global service delivery models or shared services environments.
• Experience with CRM ERP or customer service performance management tools.
• Experience leading operational excellence or continuous improvement initiatives.
• Knowledge of Lean Six Sigma or similar methodologies.
• Proven ability to influence and collaborate across a matrixed global organization.
• Excellent written verbal and presentation communication skills.

Other

• Language: English (required).
• Travel: Up to 40% primarily domestic with limited international travel.

• Certifications: Lean Six Sigma or customer experience/operations certifications (preferred).

For more information on how we support the whole health of our employees throughout their wellnesscareerand life journey please visit.

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.

#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 :

$102000.00 - $177100.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans employees are 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.



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: - Experience:

Manager