Director, US Customer Service

Director, Us Customer Service

DePuy Synthes is recruiting for a Director, US Customer Service.

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Job Overview

The Director, US Customer Service is a senior leadership role responsible for setting the strategy and driving operational excellence across customer service operations supporting the U.S. DePuy Synthes business. This role plays a critical part in delivering a high-quality customer experience, ensuring reliable order fulfillment, and strengthening partnerships with commercial, supply chain, and operations teams. The position offers the opportunity to lead large, multi-site teams, modernize service capabilities, and directly impact customer satisfaction, revenue enablement, and brand reputation.

Key Responsibilities

• 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.

Qualifications

Education

• Bachelor's degree required (Business, Supply Chain, Operations Management, or related field).
• Master's degree or MBA preferred.

Experience and Skills

Required:

• 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.

Other:

• Travel: Up to 20% domestic travel.
• Certifications: Lean, Six Sigma, or similar continuous improvement certification preferred.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We - e actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via internal employees contact AskGS to be directed to your accommodation resource.