Director, OUS Customer 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.

The Director OUS Customer Serviceis responsible forleading customer service strategy and operations across markets outside the United States ensuring a consistent highquality customer experience. This role drives service excellence operational efficiency and customer satisfaction while supporting business growth and supply chain performance. The position has broad regional impact and plays a critical role in strengthening customer relationships service governance and endtoend ordertodelivery performance.

Key Responsibilities

• Lead and execute the OUS customer service strategy aligning service delivery with businessobjectivesand customer expectations.

• Oversee regional customer service operations including order management customer inquiries issue resolution and service performance.

• Partner with Supply Chain Logistics Commercial Finance and IT teams to ensure seamless ordertocash and delivery execution.

• Establish service standards performance metrics and governance to drive consistency and accountability across regions.

• Identifyand address service gaps operational risks and customer experience improvement opportunities.

• Lead develop and inspire regional customer service leaders and teams in a matrixed global environment.

• Drive continuous improvement initiatives to enhance efficiency responsiveness and customer satisfaction.

• Support business continuity change initiatives and transformation programsimpactingcustomer service operations.

• Act as a senior escalation point for complex customer issues and critical service disruptions.

Qualifications

Education:

• Bachelors degree in Business Operations Supply Chain ora relatedfield (required).

• Masters degree MBA or advanced degree in a related discipline (preferred).

Experience and Skills:

Required:

• Typically10-12years of progressive experience in customer service operations supply chain or commercial support roles.

• Proven experience leading regional or global customer service organizations.

• Strong understanding of order management customer service processes and endtoend supply chain operations.

• Demonstrated ability to lead and influence crossfunctional and crossregional teams.

• Strong strategic analytical and problemsolving skills.

• Excellent communication and stakeholder management skills at senior leadership levels.

Preferred:

• Experience inthe medical devicepharmaceutical or other highly regulated industries.

• Experience leading customer service transformations or operating model changes.

• Familiarity with ERP CRM and customer service platforms.

• Track recordof driving service excellence and customer satisfaction improvements.

• Experience working across diverse international markets and cultures.

Other:

• Language: Englishproficiency;additionallanguages preferred.

• Travel: Up to 25% international travel.

• Certifications: Customer service operations or supply chain certifications preferred.

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