Manager, CS Excellence & GS Oversight

DePuy Synthes is recruiting for a Manager, CS Excellence & GS Oversight. This hybrid position will be located in Raynham, MA, with alternative hybrid locations considered at Raritan, NJ;
West Chester, PA; and Palm Beach Gardens, FL.

The Manager, CS Excellence & GS Oversight is responsible for driving customer service performance excellence while providing governance and oversight across global services operations. This role plays a critical part in elevating the customer experience, ensuring consistent service delivery, and strengthening operational controls.

• Lead customer service excellence initiatives to improve service quality, consistency, and customer satisfaction.
• Provide oversight and governance for global services operations, ensuring alignment with defined standards, policies, and performance expectations.
• Define, monitor, and analyze key customer service and operational performance metrics to identify risks and improvement opportunities.
• Partner with regional CS leaders, GS teams, and cross‑functional stakeholders to drive issue resolution and prevent recurrence.
• Support the design, implementation, and optimization of customer service processes, tools, and controls.
• Lead continuous improvement initiatives that enhance efficiency, compliance, and customer experience.
• Ensure adherence to internal controls, audit requirements, and regulatory or policy obligations.
• Prepare and deliver insights, reporting, and recommendations to senior leadership.
• Foster a culture of accountability, collaboration, and customer focus aligned with Johnson & Johnson’s Credo.

• Education: Bachelor’s degree in Business, Operations, Supply Chain, Finance, or a related field.
  Preferred: Master’s degree (MBA or equivalent).
• Experience and Skills: 6–8 years of progressive experience in customer service operations, global services, commercial operations, or related functions. Prior experience leading teams, programs, or large cross‑functional initiatives. Demonstrated ability to drive service excellence, standardization, and performance improvement. Strong analytical skills with experience using metrics and insights to inform decisions.
• Preferable
  
  Experience:
  
  Experience in a regulated industry such as medical devices, healthcare, or life sciences; familiarity with global service delivery models or shared services environments; experience with CRM, ERP, or customer service performance management tools; experience leading operational excellence or continuous improvement initiatives; knowledge of Lean, Six Sigma, or similar methodologies; proven ability to influence and collaborate across a matrixed, global organization.
• Communication: Excellent written, verbal, and presentation communication skills.
• Language: English (required).
• Travel: Up to 40%, primarily domestic with limited international travel.
• Certifications: Lean, Six Sigma, or customer experience/operations certifications (preferred).

• Base pay range: $ – $.
• Eligible for company retirement plan (pension) and 401(k) savings plan.
• Vacation – 120 hours per calendar year.
• Sick time – 40 hours per calendar year (48 hours for Colorado residents; 56 hours for Washington residents).
• Holiday pay, including floating holidays – 13 days per calendar year.
• Personal and Family Time – up to 40 hours per calendar year.
• Parental Leave – 480 hours within one year of birth, adoption, or foster care.
• Bereavement Leave – 240 hours for immediate family (40 hours for extended family).
• Caregiver Leave – 80 hours in a 52‑week rolling period.
• Volunteer Leave – 32 hours per calendar year.
• Military Spouse Time‑Off – 80 hours per calendar year.

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 any 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, please contact us via  for external applicants or AskGS for internal employees to be directed to your accommodation resource.

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