Customer Support Manager

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com. As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. Job Function: Marketing Job Sub Function: Strategic Marketing Job Category: Professional All Job Posting Locations: Palm Beach Gardens, Florida, United States of America, Warsaw, Indiana, United States of America Job Description: Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery. Your unique talents will help patients on their journey to wellness. Learn more at We are searching for the best talent for Manager, Customer Liaison The Manager, DS Surgeon Alliance Execution partners closely with the Senior Marketing Manager to operationalize and execute the DePuy Synthes (DS) Surgeon Alliance strategy. This individual serves as the primary operational leader for the Alliance, translating strategic priorities into scalable processes, coordinating cross-functional engagement, and ensuring a consistent, high-quality experience for both internal stakeholders and Alliance members. The role requires strong project management, stakeholder engagement, and operational leadership capabilities to drive program effectiveness, governance, and continuous improvement. Key Responsibilities Operational Leadership Lead the execution and ongoing management of the DS Surgeon Alliance operating model. Translate enterprise strategy into repeatable, sustainable operational processes and workflows. Drive organizational alignment and ensure consistent adoption across business functions. Identify and implement opportunities to improve efficiency, effectiveness, and operational excellence. Maintain documentation, standards, and governance processes supporting the Alliance program. Cross-Functional Collaboration Serve as the primary point of contact for DS Surgeon Alliance members and the operational liaison for internal stakeholders. Coordinate engagement activities across commercial, marketing, medical affairs, professional education, and other key functions. Manage onboarding processes and execution of Tier 1 Alliance activities. Facilitate governance meetings, annual planning sessions, and stakeholder feedback reviews. Ensure timely communication, alignment, and execution of Alliance-related initiatives. Surgeon Partnership Experience Deliver a consistent, high-quality experience for Alliance members across all interactions and touchpoints. Partner with business teams to develop and coordinate annual engagement plans and strategic partnership activities. Support surgeon relationship management, development planning, and long-term partnership growth. Identify opportunities to enhance member engagement, satisfaction, and value creation. Performance Management & Business Operations Monitor key performance indicators (KPIs) and program performance metrics. Analyze operational data to generate business insights and actionable recommendations. Develop reporting and dashboards to support decision-making and program oversight. Support the implementation of new tools, technologies, and operational capabilities. Track progress against strategic objectives and identify areas for continuous improvement. Qualifications Required Bachelor’s degree in Business, Marketing, Healthcare Administration, Life Sciences, or related field. Experience leading complex cross-functional programs, projects, or business initiatives. Strong project management, organizational, and operational execution skills. Proven ability to influence and collaborate across multiple functions and levels of an organization. Excellent communication, presentation, and stakeholder management skills. Strong analytical and problem-solving capabilities. Preferred Experience within healthcare, medical devices, orthopedics, or a highly regulated industry. Experience managing professional partnerships, advisory boards, customer engagement programs, or key opinion leader (KOL) initiatives. Familiarity with business planning, governance structures, and performance measurement systems. On October 14, 2025, Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. 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. It is anticipated following conclusion of the transaction, you would be an employee of DePuy Synthes, and your employment would be governed by Orthopaedics employment processes, programs, policies, and benefit plans. Details of any planned changes would be provided to you by Orthopaedics at an appropriate time and subject to any necessary consultation processes. 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 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. Required Skills: Preferred Skills: Brand Marketing, Brand Positioning Strategy, Business Alignment, Business Storytelling, Business Valuations, Cross-Functional Collaboration, Customer Intelligence, Data Analysis, Data-Driven Decision Making, Digital Strategy, Execution Focus, Financial Analysis, Go-to-Market Strategies, Industry Analysis, Market Research, Negotiation, Problem Solving, Process Improvements, Product Development Lifecycle, Product Improvements, Product Portfolio Management, Product Strategies, Strategic Thinking, Tactical Planning, Technical Credibility #J-18808-Ljbffr