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Job Function:
Customer Management
Job Sub Function:
Customer Service Operations
Job Category:
People Leader
All Job Posting Locations:
Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, West Chester, Pennsylvania, United States of America
Job Description:
DePuy Synthes is recruiting for a Director, US Customer Service.
Johnson & Johnson announced plans to separate our Orthopedics business toestablisha standalone orthopedics company,operatingas DePuy Synthes.The process of the planned separation isanticipatedto be completed within 18 to24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may berequired, regulatory approvals and other customary conditions and approvals. Should you accept this position, it isanticipatedthat, following conclusion of the transaction, you would be an employee of DePuySynthesand 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 atan appropriate timeand subject to any necessary consultation processes.
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 ahigh‑qualitycustomer experience, ensuring reliable order fulfillment, and strengthening partnerships with commercial, supply chain, and operations teams. The position offers the opportunity to lead large,multi‑siteteams, modernize service capabilities, and directlyimpactcustomer satisfaction, revenue enablement, and brand reputation.
Lead and execute the U.S. Customer Service strategy, aligning service operations with business priorities, growthobjectives, and customer expectations.
Provide direct leadership to managers and senior leaders, fostering a culture of accountability, engagement, and continuous improvement.
Overseeend‑to‑endcustomer service operations, including order management, issue resolution, returns, and service performance management.
Establish andmonitorkey performance indicators (KPIs) to drive service excellence, productivity, quality, and customer satisfaction.
Partnercross‑functionallywith Commercial, Supply Chain, Quality, Finance, and IT teams to ensure seamless customer experiences and operational alignment.
Manage operating budgets, resource planning, and vendor relationships to deliver efficient,cost‑effectiveservice operations.
Minimum of10 years of progressive experiencein customer service, operations, supply chain, or related functions, with significantpeopleleadership responsibility.
For more information on how we support the whole health of our employees throughout their wellness,careerand life journey, please visitwww.careers.jnj.com.
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. W - 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 https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.
#DePuySynthesCareers
#LI-Hybrid
Required Skills:
Preferred Skills:
Brand Recognition, Client Management, Community Relations, Customer Centricity, Customer Experience Management, Customer Relationships, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Policy Development, Relationship Building, Stakeholder Management
The anticipated base pay range for this position is :
$150,000.00 - $258,750.00
Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 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
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
For additional general information on Company benefits, please go to: -
https://www.careers.jnj.com/employee-benefits
