Director, US Customer Service

DePuy Synthes is recruiting for a Director US 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.

Job Overview

The Director US Customer Service is a senior leadership role responsible for setting the strategy and driving operational excellence across customer service operations supporting the U.S. DePuy Synthes business. This role plays a critical part in delivering ahighqualitycustomer experience ensuring reliable order fulfillment and strengthening partnerships with commercial supply chain and operations teams. The position offers the opportunity to lead largemultisiteteams modernize service capabilities and directlyimpactcustomer satisfaction revenue enablement and brand reputation.

Key Responsibilities

• Lead and execute the U.S. Customer Service strategy aligning service operations with business priorities growthobjectives and customer expectations.

• Provide direct leadership to managers and senior leaders fostering a culture of accountability engagement and continuous improvement.

• Overseeendtoendcustomer service operations including order management issue resolution returns and service performance management.

• Establish andmonitorkey performance indicators (KPIs) to drive service excellence productivity quality and customer satisfaction.

• Partnercrossfunctionallywith Commercial Supply Chain Quality Finance and IT teams to ensure seamless customer experiences and operational alignment.

• Lead continuous improvement initiatives to simplify processes enhance service reliability andleveragetechnology and automation whereappropriate.

• Ensure compliance with company policies quality standards and applicable regulatory requirements across all customer service activities.

• Manage operating budgets resource planning and vendor relationships to deliver efficientcosteffectiveservice operations.

Qualifications

Education

• Bachelors degree(Business Supply Chain Operations Management or related field).

• Masters degree or MBA preferred.

Experience and Skills

Required:

• Minimum of10 years of progressive experiencein customer service operations supply chain or related functions with significantpeopleleadership responsibility.

• Proven experience leading largemultilevelteams in a complex matrixed organization.

• Demonstrated ability to develop and execute operational strategies aligned to businessobjectives.

• Strong analytical andproblemsolvingskills with experience using performance metrics to drive improvements.

• Excellent communication and stakeholder management skills with the ability toinfluence atsenior levels.

Preferred:

• Experience in medical devices healthcare life sciences or other regulated industries.

• Experience leading customer service transformation initiatives including process redesign or digital enablement.

• Strong understanding ofordertocashprocesses and customer experience best practices.

• Demonstrated success managing change infastpacedor evolving business environments.

Other:

• Travel: Up to 20% domestic travel.

• Certifications: Lean Six Sigma or similar continuous improvement certification preferred.

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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. W - e 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.