Global Customer Service Strategy Lead (Orthopedics)

Johnson & Johnson; United States; Remote; USD 122,000 - 212,750; Full time

Benefits offered by this job

401(k) retirement plan

Vacation & holidays

Parental leave

Bereavement leave

Job summary

Johnson & Johnson, a global leader in healthcare, seeks a Sr. Manager, Global Customer Service Strategy within DePuy Synthes to shape and drive the enterprise-wide customer service operating model.

You will partner with regional and functional leaders to deliver scalable, measurable outcomes that enhance customer satisfaction and business performance. The role requires strong analytical capabilities, experience leading global initiatives, and a track record of transforming service processes

Qualifications

• Bachelor’s degree required; Master’s degree or MBA preferred.
• 8–10+ years in customer service/operations strategy or related fields; leadership of global initiatives.
• Strong analytical and problem-solving skills; ability to influence across regions and functions.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead development and execution of global customer service strategy.
• Define and standardize global customer service processes, operating models, and metrics.
• Partner with regional leaders to drive adoption of strategic initiatives.
• Analyze performance data and customer feedback to identify improvements.
• Lead cross-functional initiatives to improve service efficiency and experience.
• Support digital enablement and transformation initiatives in customer service.
• Develop business cases and governance for global service initiatives.
• Mentor stakeholders to foster a customer-centric mindset.

Skills

Analytical skills

Problem-solving

Influence & collaboration

Communication

Education

Bachelor’s degree

Master’s degree or MBA preferred

Tools

CRM systems

Analytics platforms

Job description

Johnson & Johnson, a global leader in healthcare, seeks a Sr. Manager, Global Customer Service Strategy within DePuy Synthes to shape and drive the enterprise-wide customer service operating model.

You will partner with regional and functional leaders to deliver scalable, measurable outcomes that enhance customer satisfaction and business performance. The role requires strong analytical capabilities, experience leading global initiatives, and a track record of transforming service processes