Director, US Customer Service

Overview

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 leads large, multi-site teams, modernizes service capabilities, and directly impacts customer satisfaction, revenue enablement, and brand reputation.

• Lead and execute the U.S. Customer Service strategy, aligning service operations with business priorities, growth objectives, and customer expectations.
• Provide direct leadership to managers and senior leaders, fostering accountability, engagement, and continuous improvement.
• Oversee end-to-end customer service operations, including order management, issue resolution, returns, and service performance management.
• Establish and monitor key performance indicators (KPIs) to drive service excellence, productivity, quality, and customer satisfaction.
• Partner cross-functionally with Commercial, Supply Chain, Quality, Finance, and IT teams to ensure seamless customer experiences and operational alignment.
• Lead continuous improvement initiatives to simplify processes, enhance service reliability, and leverage technology and automation where appropriate.
• Ensure compliance with company policies, quality standards, and regulatory requirements across all customer service activities.
• Manage operating budgets, resource planning, and vendor relationships to deliver efficient, cost-effective service operations.

• Bachelor’s degree required (Business, Supply Chain, Operations Management, or related field).
• Master’s degree or MBA preferred.

• Minimum of 10 years of progressive experience in customer service, operations, supply chain, or related functions, with significant people leadership responsibility.
• Proven experience leading large, multi-level teams in a complex, matrixed organization.
• Ability to develop and execute operational strategies aligned to business objectives.
• Strong analytical and problem-solving skills, with experience using performance metrics to drive improvements.
• Excellent communication and stakeholder management skills, with the ability to influence at senior levels.

• Experience in medical devices, healthcare, life sciences, or other regulated industries.
• Experience leading customer service transformation initiatives, including process redesign or digital enablement.
• Understanding of order-to-cash processes and customer experience best practices.
• Demonstrated success managing change in fast-paced or evolving business environments.

• Travel:
  Up to 20% domestic travel.
• Certifications:
  
  Lean, Six Sigma, or similar continuous improvement certification preferred.

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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 , internal employees contact AskGS to be directed to your accommodation resource.

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 : $ - $

Additional…