Manager, Digital CX CRMTelephony

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Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

New Brunswick New Jersey United States of America Raynham Massachusetts United States of America West Chester Pennsylvania United States of America

Job Description:

Manager Digital CX (CRM/Telephony)

Job ID:
Preferred Locations: MA

DePuy Synthes is recruiting for a Manager Digital CX (CRM/Telephony) in Massachusetts.

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months subject to legal requirements including consultation with works councils and other employee representative bodies as may be required regulatory approvals and other customary conditions and approvals. Should you accept this position it is anticipated that following conclusion of the transaction you would be an employee of DePuy Synthes and 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 at an appropriate time and subject to any necessary consultation processes.

Job Overview

The Manager Digital CX (CRM/Telephony) is responsible for leading digital customer experience initiatives that improve ease of doing business service efficiency and datadriven decisionmaking. This role oversees customer service processes related to CRM and Telephony capabilities to ensure consistent highquality digital interactions. The Manager partners crossfunctionally to drive adoption performance and continuous improvement of digital CX solutions that directly enhance customer satisfaction and operational effectiveness.

Key Responsibilities

• Lead digital customer experience (CX) strategy and execution for US Customer Service related to CRM and Telephony platforms.

• Oversee performance adoption and optimization of the CRM and Telephony platforms.

• Drive governance enhancements and user experience improvements in partnership with IT and business stakeholders.

• Develop and analyze customer insights and performance metrics to identify trends risks and improvement opportunities.

• Partner with Customer Service Sales Finance Supply Chain and Global Services teams to align digital CX solutions with business needs.

• Lead continuous improvement initiatives to increase digital adoption reduce manual effort and improve service outcomes.

• Ensure compliance with internal controls data governance standards and applicable policies.

• Support roadmap development prioritization and implementation of digital CX capabilities.

• Prepare and deliver insights recommendations and performance updates to leadership.

Qualifications

Education

• Required: Bachelors degree in Business Information Systems Operations Analytics or a related field.

• Preferred: Masters degree (MBA or equivalent).

Experience and Skills

Required:

• 68 years of progressive experience in digital customer experience customer operations analytics or related business functions.

• Experience leading programs platforms or teams focused on digital enablement or CX improvement.

• Strong analytical skills with experience leveraging data and insights to drive decisions.

Preferred:

• Experience with CRM Telephony or digital ordering platforms.

• Familiarity with ERP or customer analytics tools.

• Experience in a regulated industry such as medical devices healthcare or life sciences.

• Experience driving digital adoption and change management.

• Knowledge of Lean Six Sigma or continuous improvement methodologies.

• Demonstrated ability to manage complex crossfunctional initiatives in a matrixed environment.

• Excellent written verbal and presentation communication skills.

• Ability to translate business needs into actionable digital solutions.

Other

• Language: English (required).

• Travel: Limited; up to 10% primarily domestic with limited international travel.

• Certifications: Digital CX analytics or project management certifications (preferred).

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

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: