Manager, CS Excellence & GS Oversight

Job Function

Customer Management

Customer Service Operations

Professional

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

DePuy Synthes is recruiting for a Manager, CS Excellence & GS Oversight. This hybrid position will be located in Raynham, MA. Alternate hybrid locations may be considered at Raritan, NJ;
West Chester, PA;
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. The role plays a critical part in elevating the customer experience, ensuring consistent service delivery, and strengthening operational controls. The Manager partners closely with regional and global stakeholders to define standards, monitor performance, and lead continuous improvement initiatives that support DePuy Synthes’ commercial and customer commitments.

• 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

• Required:
  
  Bachelor’s degree in Business, Operations, Supply Chain, Finance, or related field.
• Preferred:
  Master’s degree (MBA or equivalent).

Experience and Skills

Required:

• 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.

Preferred:

• 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.
• Excellent written, verbal, and presentation communication skills.

Other:

• Language:
  English (required).
• Travel:
  Up to 40%, primarily domestic with limited international travel.
• Certifications:
  
  Lean, Six Sigma, or customer experience/operations certifications (preferred).

The anticipated base pay range for this position is $ – $.

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)). This position is eligible to participate in the Company’s long‑term incentive program.

Employees are eligible for the following time‑off benefits:

• 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
• Work, Personal and Family Time –…