Customer Operations & Execution Manager- Digital, Robotics, and Enabling Technologies

Job Category

People Leader

Customer Management

Customer Service Operations

• Palm Beach Gardens, Florida, United States of America
• Raynham, Massachusetts, United States of America

Johnson & Johnson is currently recruiting for a Digital, Robotics, and Enabling Technologies Customer Operations & Execution Manager preferably based out of Raynham, MA or Palm Beach Gardens, FL with consideration for other J&J US office locations. Remote work options may be considered on a case‑by‑case basis and if approved by the Company.

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics 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.

The Digital, Robotics, and Enabling Technologies Customer Operations & Execution Manager is a critical role responsible for leading a team that manages the entire DePuy Synthes Orthopaedics order journey—from order entry through deployment and revenue recognition—while driving customer satisfaction across our Digital, Robotics, and Enabling Technologies business. This leader will guide complex contract execution, coordinate logistics and product flows, and collaborate cross‑functionally to ensure seamless operations throughout the year and during high‑impact periods such as quarter‑close and year‑end.

Beyond operational excellence, the role is pivotal in shaping and influencing how we execute and adapt to evolving market requirements, ensuring relevance and continued growth. By establishing a standardized, strategic approach and fostering strong relationships internally and externally, this position will enable process improvement, maintain data integrity, and support sustainable execution models that align with future business needs. Expertise in systems, product flows, and logistics coordination, combined with the ability to lead through change, will be essential for success in this dynamic and rapidly evolving landscape.

• Coordinate with internal teams (Sales, Marketing, Contract Management, Distribution, Transportation) to ensure smooth execution of customer contract orders, while proactively troubleshooting and resolving issues when orders do not go as planned to minimize delays and meet planned installation dates.
• Manage invoicing and billing plan processing according to Go‑to‑Market model and contract requirements.
• Execute return order and supporting processes for asset retrieval.
• Serve as the primary point of contact while leading the team to manage customer orders and collaborating with the distribution center leads, from multiple DCs, to ensure seamless complex order shipments, on time and in full.
• Direct the coordination of transportation logistics with the Outbound Transportation Team, third‑party transportation vendors, customers, sales, installation, and Service teams.
• Collaborate with the installation planning team for distribution and robotic installation.
• Collaborate with commercial on forecast and escalation management / BCP activities.
• Lead, mentor, and develop a team of professionals, promoting growth and skill enhancement.
• Foster a positive team culture that encourages innovation, accountability, and collaboration.
• Conduct regular performance evaluations and provide constructive feedback to direct reports.
• Ensure adherence to all policies and procedures, service level agreements with the supported franchises and the compliance of…