Johnson & Johnson Innovative Medicine
Manager Customer Service Operations
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Johnson & Johnson
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.
Job Details
Job Function: Customer Management
Job Sub Function: Customer Service Operations
Job Category: People Leader
All Job Posting Locations: Leeds, West Yorkshire, United Kingdom
Job Description
Key Responsibilities
We are seeking a dynamic Lead to oversee and optimise customer support operations for DePuy Synthes UK. This pivotal role goes beyond traditional service delivery, requiring the ability to translate customer and business needs into actionable service strategies, and a commitment to building strong collaborative partnerships with both internal teams and external customers. The ideal candidate will ensure exceptional service as we establish DePuy Synthes as a standalone orthopaedics company.
Key Areas of Responsibility
- Commercial Awareness & Customer Partnership:
- Develop a thorough understanding of the DePuy Synthes commercial model, product portfolio, and go-to-market strategy to ensure customer service operations are aligned to 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 E2E Supply Chain, feeding commercial insights and customer feedback into planning, distribution, and leadership discussions.
- Partner closely with the Commercial to ensure 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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
-
Team Leadership & Performance Management:
- 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.
- Day-to-day management and leadership of Team Leaders and Customer Service Representatives across the Leeds site.
- Embed a mindset where every team member understands the commercial impact of their role and how their work directly contributes to customer retention and revenue growth.
-
Cross-Functional Collaboration:
- 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 that any SOX requirements are met.
-
Automation & Self-Service Optimisation:
- 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.
-
Process Streamlining & Consolidation:
- 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, backorder rates, and customer satisfaction scores — to continually optimise service processes across the end-to-end supply chain.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
-
Financial Management & Forecasting:
- Manage the departmental budget, ensuring optimal resource allocation.
- Produce accurate forecasts to support planning and decision-making.
- Track and report on cost savings initiatives, identifying opportunities for continual financial improvement.
- Understand the financial impact of service decisions on the broader commercial P&L.
-
Separation Readiness & Operational Continuity:
- 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.
Required Skills
- 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
Preferred Skills
- N/A
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.
Do Not Sell or Share My Personal Information
Limit the Use of My Personal Information
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location