Manager, Digital CX CRM/Telephony

Job Title Manager, Digital CX (CRM/Telephony) Location(s) New Brunswick, New Jersey; Raynham, Massachusetts; West Chester, Pennsylvania (preferred Massachusetts) Background DePuy Synthes is recruiting for a Manager, Digital CX (CRM/Telephony) in Massachusetts. 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, regulatory approvals and other customary conditions. Should you accept this position, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies and benefit plans. Details of any planned changes would be provided to you at an appropriate time and subject to any necessary consultation processes. Job Overview The Manager, Digital CX (CRM/Telephony) is responsible for leading digital customer experience initiatives that improve ease of doing business, service efficiency, and data‑driven decision‑making. This role oversees customer service processes related to CRM and Telephony capabilities to ensure consistent, high‑quality digital interactions. The Manager partners cross‑functionally to drive adoption, performance, and continuous improvement of digital CX solutions that directly enhance customer satisfaction and operational effectiveness. Key Responsibilities Lead digital customer experience (CX) strategy and execution for US Customer Service related to CRM and Telephony platforms. Oversee performance, adoption, and optimization of the CRM and Telephony platforms. Drive governance, enhancements, and user experience improvements in partnership with IT and business stakeholders. Develop and analyze customer insights and performance metrics to identify trends, risks, and improvement opportunities. Partner with Customer Service, Sales, Finance, Supply Chain, and Global Services teams to align digital CX solutions with business needs. Lead continuous improvement initiatives to increase digital adoption, reduce manual effort, and improve service outcomes. Ensure compliance with internal controls, data governance standards, and applicable policies. Support roadmap development, prioritization, and implementation of digital CX capabilities. Prepare and deliver insights, recommendations, and performance updates to leadership. Education Required: Bachelor’s degree in Business, Information Systems, Operations, Analytics, or a related field. Preferred: Master’s degree (MBA or equivalent). Required Experience and Skills 6–8 years of progressive experience in digital customer experience, customer operations, analytics, or related business functions. Experience leading programs, platforms, or teams focused on digital enablement or CX improvement. Strong analytical skills with experience leveraging data and insights to drive decisions. Preferred Experience and Skills Experience with CRM, Telephony, or digital ordering platforms. Familiarity with ERP or customer analytics tools. Experience in a regulated industry such as medical devices, healthcare, or life sciences. Experience driving digital adoption and change management. Knowledge of Lean, Six Sigma, or continuous improvement methodologies. Demonstrated ability to manage complex, cross‑functional initiatives in a matrixed environment. Excellent written, verbal, and presentation communication skills. Ability to translate business needs into actionable digital solutions. Other Language: English (required). Travel: Limited; up to 10%, primarily domestic with limited international travel. Certifications: Digital CX, analytics, or project management certifications (preferred). Salary Base pay range: $102,000.00 - $177,100.00 #J-18808-Ljbffr Johnson & Johnson MedTech