Manager, CS Excellence – GS Oversight

Johnson & Johnson

Manager driving customer service excellence and governance for global services operations at DePuy Synthes. Elevating customer experience and operational controls in the healthcare sector.

Posted 7/15/2026full-timeRaynham • Florida, Massachusetts, New Jersey, Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $102,000 - $177,100 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 excellence initiatives, optimizing processes, and driving performance improvement in global service operations. Proficient in utilizing analytical skills and metrics to enhance customer satisfaction and operational efficiency while ensuring compliance with regulatory standards.

Highest-signal resume keywords

Customer Service OperationsOperational ExcellenceLean MethodologyCRM ToolsAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Performance Metrics AnalysisService Quality ImprovementProcess OptimizationContinuous Improvement InitiativesRegulatory Compliance

Soft Skills

CollaborationInfluencing SkillsCommunication Skills

Tools & Technologies

CRMERPCustomer Service Performance Management Tools

Industry Keywords

Medical DevicesHealthcareLife SciencesGlobal ServicesShared Services

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Lead customer service excellence initiatives to improve service quality, consistency, and customer satisfaction.
Provide oversight and governance for global services operations, ensuring alignment with defined standards, policies, and performance expectations.
Define, monitor, and analyze key customer service and operational performance metrics to identify risks and improvement opportunities.
Partner with regional CS leaders, GS teams, and cross‑functional stakeholders to drive issue resolution and prevent recurrence.
Support the design, implementation, and optimization of customer service processes, tools, and controls.
Lead continuous improvement initiatives that enhance efficiency, compliance, and customer experience.
Ensure adherence to internal controls, audit requirements, and regulatory or policy obligations.
Prepare and deliver insights, reporting, and recommendations to senior leadership.
Foster a culture of accountability, collaboration, and customer focus aligned with Johnson & Johnson’s Credo.

Requirements

What you’ll need

Bachelor’s degree in Business, Operations, Supply Chain, Finance, or a related field.
6–8 years of progressive experience in customer service operations, global services, commercial operations, or related functions.
Prior experience leading teams, programs, or large cross‑functional initiatives.
Demonstrated ability to drive service excellence, standardization, and performance improvement.
Strong analytical skills with experience using metrics and insights to inform decisions.
Experience in a regulated industry such as medical devices, healthcare, or life sciences.
Familiarity with global service delivery models or shared services environments.
Experience with CRM, ERP, or customer service performance management tools.
Experience leading operational excellence or continuous improvement initiatives.
Knowledge of Lean, Six Sigma, or similar methodologies.
Proven ability to influence and collaborate across a matrixed, global organization.
Excellent written, verbal, and presentation communication skills.
English (required).

Benefits

Comp & perks

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
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year