Manager, CS Excellence – GS Oversight

Johnson & Johnson

Manager driving customer service performance excellence while overseeing global services operations. Collaborating with stakeholders to enhance customer experience and operational controls in the healthcare industry.

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

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Demonstrates expertise in driving customer service excellence and operational performance through governance, oversight, and continuous improvement initiatives. Proficient in analyzing metrics to enhance service quality and customer satisfaction in a regulated industry.

Highest-signal resume keywords

Customer Service OperationsOperational ExcellencePerformance ImprovementLean MethodologyCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisPerformance MetricsService Delivery StandardsContinuous Improvement InitiativesGovernance OversightProcess OptimizationRegulatory ComplianceCustomer Experience EnhancementCRM ToolsERP Systems

Soft Skills

LeadershipCollaborationCommunicationInfluencingAccountability

Industry Keywords

Global ServicesHealthcareMedical DevicesLife SciencesShared Services

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Driving customer service (CS) performance excellence while providing governance and oversight across global services (GS) operations.
Elevating the customer experience, ensuring consistent service delivery, and strengthening operational controls.
Partnering closely with regional and global stakeholders to define standards, monitor performance, and lead continuous improvement initiatives.
Leading customer service excellence initiatives to improve service quality, consistency, and customer satisfaction.
Providing oversight and governance for global services operations, ensuring alignment with defined standards, policies, and performance expectations.
Defining, monitoring, and analyzing key customer service and operational performance metrics to identify risks and improvement opportunities.
Partnering with regional CS leaders, GS teams, and cross‑functional stakeholders to drive issue resolution and prevent recurrence.
Supporting the design, implementation, and optimization of customer service processes, tools, and controls.
Leading continuous improvement initiatives that enhance efficiency, compliance, and customer experience.
Ensuring adherence to internal controls, audit requirements, and regulatory or policy obligations.
Preparing and delivering insights, reporting, and recommendations to senior leadership.
Fostering 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.
Preferred: 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.
Other Language: English (required).

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