Senior Manager, Operational Excellence

Role Description

Johnson & Johnson MedTech is recruiting for a Sr. Mgr., Operational Excellence leader to lead global, cross-functional programs that design, launch, scale, and continuously improve service solutions supporting the OTTAVA™ robotic platform. This role will initially focus on service solution implementation and global deployment readiness and will transition to a sustained emphasis on productivity, efficiency, and process excellence across the service organization. The successful candidate will apply project management discipline and Lean Six Sigma and/or process improvement methods to deliver measurable improvements in customer experience, operational performance, and business savings.

Program & Project Leadership

• Lead end-to-end project management for global service solution initiatives supporting the OTTAVA™ platform from concept through sustainment.
• Develop and maintain project charters, scope, schedules, and integrated delivery plans.
• Establish and run governance (cadence, steering reviews, decision logs), communications and change management.
• Drive transparent executive communications and ensure alignment across a highly matrixed global organization.

Service Solution Development & Global Deployment

• Partner with Service Engineering, Digital/Connected Services, Field Service, Customer Operations, Commercial, Quality/Regulatory, Technical Training and Supply Chain to define service requirements and deliverables.
• Translate VOC (customers, field, commercial) into scalable service solution requirements.
• Lead global operational readiness planning.
• Coordinate global rollout and regional enablement across NA, EMEA, APAC, and LATAM while accommodating regional regulatory and operational needs.
• Support corrective and preventive actions for performance KPIs (e.g., SLA attainment, uptime, MTTR, first-time fix, CSAT/NPS, cost per case/install) and ensure consistent measurement and reporting.

Operational Excellence, Productivity & Process Improvement

• Lead Lean/Six Sigma and/or process excellence/improvement initiatives across global service operations (field service, technical support, training, and service operations).
• Work with finance to identify, quantify, and prioritize productivity and cost optimization opportunities.
• Facilitate Kaizen events, standard work development, visual management, and structured problem-solving workshops.
• Apply root cause analysis tools (5 Whys, Fishbone, Pareto), and process improvement methods to reduce variation and improve quality and speed.
• Partner with Finance to validate savings (hard/soft), track benefits realization, and ensure sustainability through controls, SOPs, and KPI management.
• Coach and influence service teams to embed continuous improvement behaviors and build local capability for ongoing problem solving.
• Drive adoption of enabling technologies and automation (where applicable) to improve cycle time, utilization, and customer experience.

Qualifications

• Bachelor’s degree in Engineering, Business, Operations, or a related discipline/experience.
• 5–8+ years of project/program management experience leading cross-functional initiatives; experience in service, operations, MedTech, robotics, or complex capital equipment environments strongly preferred.
• Proven ability to deliver productivity and efficiency initiatives with quantified outcomes.
• Strong analytical capability including KPI definition, dashboarding, and benefits realization tracking in partnership with Finance.
• Proficiency with project and collaboration tools (e.g., MS Project and/or Smartsheet; MS Office).
• Excellent communication skills with the ability to influence across levels and geographies in a matrixed environment.
• Ability to travel up to 30%, including international travel.

Requirements

• Lean Six Sigma certification and/or process improvement experience with demonstrated application to deliver measurable improvements.
• Experience with connected services, remote monitoring, predictive analytics, and data-driven service models.
• Experience with service platforms and enterprise systems (e.g., Salesforce Service/Field Service, ServiceMax, SAP) and BI tools (e.g., Power BI, Tableau).

Benefits

• Medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
• Consolidated retirement plan (pension) and savings plan (401(k)).
• Vacation – 120 hours per calendar year.
• Sick time - 40 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.
• Condolence Leave – 30 days for an immediate family member; 5 days for an extended family member.
• Caregiver Leave – 10 days.
• Volunteer Leave – 4 days.
• Military Spouse Time-Off – 80 hours.