Manager Customer Service Operations

At Johnson & Johnson, we believe health is everything and strive to build a world where complex diseases are prevented, treated, and cured. We are seeking a dynamic Lead to oversee and optimise customer support operations for DePuy Synthes UK.

• Develop a thorough understanding of the DePuy Synthes commercial model, product portfolio, and go‑to‑market strategy to ensure customer service operations align with and actively support commercial objectives.
• Build and maintain strong relationships with external customers—including NHS Trusts and private hospitals—to understand their evolving needs, challenges, and expectations.
• Act as the voice of the customer within the E2E Supply Chain, feeding commercial insights and customer feedback into planning, distribution, and leadership discussions.
• Partner closely with the Commercial team to ensure a seamless end‑to‑end customer experience from order placement through to delivery and aftercare.
• Proactively identify opportunities to enhance customer value, improve service propositions, and differentiate DePuy Synthes through best‑in‑class service.
• Lead, motivate, and develop customer service teams to achieve outstanding performance; set clear goals, track KPIs, and implement performance improvement initiatives.
• Foster a high‑performance culture centred on customer satisfaction, commercial awareness, and continuous improvement.
• Manage day‑to‑day leadership of Team Leaders and Customer Service Representatives across the Leeds site.
• Embed a mindset that every team member understands the commercial impact of their role and how their work directly contributes to customer retention and revenue growth.
• Establish and maintain regular forums with internal stakeholders to review service performance, share customer insights, and align on priorities.
• Engage with EMEA and Global teams to share best practice, align on regional process improvement initiatives, and represent UK customer needs.
• Ensure compliance with SOX requirements and other relevant regulatory obligations.
• Identify opportunities to utilise automation to enhance service delivery in line with regional and global strategy.
• Drive the adoption and integration of self‑service tools, empowering customers to resolve issues independently while maintaining the human touch for complex interactions.
• Collaborate with IT and internal digital partners to ensure seamless implementation and ongoing improvements.
• Manage and optimise customer support operations to maximise efficiency; standardise procedures and workflows, reducing redundant activities and enhancing consistency.
• Use data and insights—including commercial metrics such as OTIF, back‑order rates, and customer satisfaction scores—to continually optimise service processes across the end‑to‑end supply chain.
• Manage the departmental budget and produce accurate forecasts to support planning and decision‑making.
• Track and report on cost savings initiatives, identifying opportunities for continual financial improvement and understanding the financial impact of service decisions on the broader commercial P&L.
• Support the transition of customer service operations to the standalone DePuy Synthes operating model; ensure workforce readiness, knowledge documentation, and process continuity through the separation period.
• Champion the development of DePuy Synthes‑specific SOPs, system access, and customer relationship management processes.

• Customer Centricity
• Customer Relationship Management (CRM)
• Customer Satisfaction
• Customer Support Operations
• Customer Support Platforms
• Customer Support Policies and Procedures
• Customer Support Trends
• Developing Others
• Efficiency Analysis
• Emotional Intelligence
• Fact‑Based Decision Making
• Inclusive Leadership
• Leadership
• Performance Measurement
• Process Optimization
• Quality Services
• Resource Management
• Team Management

• Customer Centricity
• Customer Relationship Management (CRM)
• Customer Satisfaction
• Customer Support Operations
• Customer Support Platforms
• Customer Support Policies and Procedures
• Customer Support Trends
• Developing Others
• Efficiency Analysis
• Emotional Intelligence
• Fact‑Based Decision Making
• Inclusive Leadership
• Leadership
• Performance Measurement
• Process Optimization
• Quality Services
• Resource Management
• Team Management