Director, US Customer Service

Johnson & Johnson

Director of US Customer Service at DePuy Synthes leading strategy and customer service operations. Overseeing cross-functional teams to enhance customer experience and operational efficiency.

Posted 6/30/2026full-timeRaynham • Florida, Massachusetts, New Jersey, Pennsylvania • 🇺🇸 United StatesLead💰 $150,000 - $258,750 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer service operations, developing and executing operational strategies, and managing large teams within complex organizations. Proficient in utilizing performance metrics to drive service excellence and continuous improvement while ensuring compliance with regulatory standards.

Highest-signal resume keywords

Customer Service Strategy DevelopmentPeople LeadershipOperational Strategy ExecutionPerformance Metrics AnalysisChange Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Order ManagementIssue ResolutionService Performance ManagementProcess RedesignDigital EnablementOrder-To-Cash ProcessesContinuous ImprovementAnalytical SkillsProblem-Solving Skills

Soft Skills

Communication SkillsStakeholder ManagementInfluencing SkillsEngagement

Tools & Technologies

KPI MonitoringAutomation Technology

Certifications & Qualifications

Lean CertificationSix Sigma Certification

Industry Keywords

Medical DevicesHealthcareLife SciencesRegulated Industries

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).
Master’s degree or MBA preferred.
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.
Experience leading customer service transformation initiatives, including process redesign or digital enablement.
Strong understanding of order-to-cash processes and customer experience best practices.
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)).
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
10 days Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year