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Customer Service Excellence Lead
Johnson & JohnsonLead Customer Service Excellence for DePuy Synthes, driving process standardisation and performance management across international operations. Collaborate with cross-functional teams to enhance service delivery.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Service Operations and Process Excellence, with a strong focus on developing and governing KPIs and performance dashboards. Proven ability to drive continuous improvement initiatives and optimize processes across international operations.
Highest-signal resume keywords
Customer Service OperationsProcess ExcellenceKPI DevelopmentLean MethodologyStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
OTC ProcessesPerformance ManagementDashboard DevelopmentProcess StandardisationContinuous Improvement
Soft Skills
Analytical SkillsCommunication SkillsInfluencing SkillsPresentation Skills
Tools & Technologies
CRMERPCustomer Service Tools
Industry Keywords
International ServicesCommercial OperationsService MetricsCustomer Service Excellence
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Drive excellence across international operations by owning end-to-end process standardisation
- Partner with Supply Chain, IT, Commercial, Finance, and global teams to align systems and processes
- Lead process optimisation and continuous improvement initiatives
- Establish Customer Service excellence frameworks and execution governance
- Provide oversight of GS service delivery and performance
- Develop and govern Customer Service KPIs and performance dashboards
- Monitor and drive performance against defined service metrics
- Prepare and deliver insights and recommendations to senior leadership
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, international services, commercial operations, process excellence, or related functions
- Strong understanding of OTC processes and Customer Service operating models
- Proven ability to develop and govern KPIs, dashboards, and insight-led reporting
- Strong stakeholder management, analytical, communication, and influencing skills
- Experience with CRM, ERP, OTC, or Customer Service performance management tools
- Knowledge of Lean, Six Sigma, or similar methodologies
- Excellent written, verbal, and presentation communication skills
- Up to 10% travel required, including international travel
Benefits
Comp & perks- Inclusive work environment
- Professional development opportunities