DePuy Synthes is recruiting for a Director, US Customer Service

Johnson & Johnson announced plans to separate our Orthopedics business toestablisha standalone orthopedics company,operatingas DePuy Synthes.The process of the planned separation isanticipatedto be completed within 18 to24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may berequired, regulatory approvals and other customary conditions and approvals. Should you accept this position, it isanticipatedthat, following conclusion of the transaction, you would be an employee of DePuySynthesand 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 atan appropriate timeand subject to any necessary consultation processes.

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 plays a critical part in delivering ahigh‑qualitycustomer experience, ensuring reliable order fulfillment, and strengthening partnerships with commercial, supply chain, and operations teams. The position offers the opportunity to lead large,multi‑siteteams, modernize service capabilities, and directlyimpactcustomer satisfaction, revenue enablement, and brand reputation.

Key Responsibilities

• Lead and execute the U.S. Customer Service strategy, aligning service operations with business priorities, growthobjectives, and customer expectations.

• Provide direct leadership to managers and senior leaders, fostering a culture of accountability, engagement, and continuous improvement.

• Overseeend‑to‑endcustomer service operations, including order management, issue resolution, returns, and service performance management.

• Establish andmonitorkey performance indicators (KPIs) to drive service excellence, productivity, quality, and customer satisfaction.

• Partnercross‑functionallywith 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, andleveragetechnology and automation whereappropriate

• Ensure compliance with company policies, quality standards, and applicable regulatory requirements across all customer service activities.

• Manage operating budgets, resource planning, and vendor relationships to deliver efficient,cost‑effectiveservice operations.

Qualifications

Education

• Bachelor’s degreerequired(Business, Supply Chain, Operations Management, or related field).

• Master’s degree or MBA preferred.

Experience and Skills

Required:

• Minimum of10 years of progressive experiencein customer service, operations, supply chain, or related functions, with significantpeopleleadership responsibility.

• Proven experience leading large,multi‑levelteams in a complex, matrixed organization.

• Demonstrated ability to develop and execute operational strategies aligned to businessobjectives

• Strong analytical andproblem‑solvingskills, with experience using performance metrics to drive improvements.

• Excellent communication and stakeholder management skills, with the ability toinfluence atsenior levels.

Preferred:

• Experience in medical devices, healthcare, life sciences, or other regulated industries.

• Experience leading customer service transformation initiatives, including process redesign or digital enablement.

• Strong understanding oforder‑to‑cashprocesses and customer experience best practices.

• Demonstrated success managing change infast‑pacedor evolving business environments.

Other:

• Travel: Up to 20% domestic travel.

• Certifications: Lean, Six Sigma, or similar continuous improvement certification preferred.

For more information on how we support the whole health of our employees throughout their wellness,careerand life journey, please visit www.careers.jnj.com

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 https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.