Director, Customer Service

Johnson & Johnson

Director overseeing US Customer Service operations for DePuy Synthes. Leading strategy and operational excellence to enhance customer experience and satisfaction.

Posted 5/29/2026full-timeRaynham • Florida, Massachusetts, New Jersey, Pennsylvania • 🇺🇸 United StatesLead💰 $150,000 - $258,750 per yearWebsite

About the role

Key responsibilities & impact

Lead and execute the U.S. Customer Service strategy, aligning service operations with business priorities, growth objectives, and customer expectations.
Provide direct leadership to managers and senior leaders, fostering a culture of accountability, engagement, and continuous improvement.
Oversee end-to-end customer service operations, including order management, issue resolution, returns, and service performance management.
Establish and monitor key performance indicators (KPIs) to drive service excellence, productivity, quality, and customer satisfaction.
Partner cross-functionally with 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, and leverage technology and automation where appropriate.
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 efficient, cost-effective service operations.

Requirements

What you’ll need

Bachelor’s degree required (Business, Supply Chain, Operations Management, or related field).
Minimum of 10 years of progressive experience in customer service, operations, supply chain, or related functions, with significant people leadership responsibility.
Proven experience leading large, multi-level teams in a complex, matrixed organization.
Demonstrated ability to develop and execute operational strategies aligned to business objectives.
Strong analytical and problem-solving skills, with experience using performance metrics to drive improvements.
Excellent communication and stakeholder management skills, with the ability to influence at senior levels.
Preferred: Experience in medical devices, healthcare, life sciences, or other regulated industries.
Preferred: Experience leading customer service transformation initiatives, including process redesign or digital enablement.
Preferred: Strong understanding of order-to-cash processes and customer experience best practices.
Preferred: Demonstrated success managing change in fast-paced or evolving business environments.
Certifications: Lean, Six Sigma, or similar continuous improvement certification preferred.

Benefits

Comp & perks

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s 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 period
Military Spouse Time-Off – 80 hours per calendar year
10 days Volunteer Leave – 32 hours per calendar year

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer service strategyorder managementissue resolutionservice performance managementkey performance indicatorsoperational strategiesperformance metricsprocess redesigndigital enablementorder-to-cash processes

Soft Skills

leadershipaccountabilityengagementcontinuous improvementanalytical skillsproblem-solvingcommunicationstakeholder managementinfluencechange management

Certifications

LeanSix Sigma