Johnson & Johnson MedTech
Senior Manager, Customer Service Digital Solutions
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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 Function
Customer Management
Job Sub Function
Technical Customer Service
Job Category
People Leader
All Job Posting Locations:
- Leeds, West Yorkshire, United Kingdom
- Zuchwil, Switzerland
Job Description
Preferred Locations: US International Scope
DePuy Synthes is recruiting for a Senior Manager, Digital Solutions.
Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programmes, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.
Job Overview
The Senior Manager, Digital Solutions (EDI/DSOS/Insights) is responsible for leading International digital customer experience initiatives that improve ease of doing business, service efficiency, and data‑driven decision‑making. As part of the Customer Service International team, this role oversees and optimises the satellite systems that support DELIVER Customer Services and external customers, including DSOS, EDI, OCR, SFDC, and Genesys. The role owns the international customer experience narrative, translating business requirements into customer expectations and partnering end to end across Commercial, Customer Service, Supply Chain, Finance, Technology, and external customers to deliver commercially aligned digital capabilities. This includes leading the capability and technology roadmap to increase digital adoption, automation, customer portals, omnichannel service, and overall customer satisfaction. The role also provides people and virtual team leadership, enabling clarity, collaboration, and accountability across internal teams and external customer‑facing initiatives.
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Key Responsibilities
- Lead the International digital customer experience strategy across EDI, DSOS, customer insights, and supporting satellite systems, ensuring alignment to business priorities and external customer needs.
- Oversee and optimise the satellite systems supporting Customer Services and external customers, including DSOS, EDI, OCR, SFDC, and Genesys.
- Own the International customer experience narrative by translating business requirements into customer expectations, service needs, and digital capability priorities.
- Lead the development, prioritisation, and delivery of the digital customer experience capability and technology roadmap, including project portfolio oversight, budget alignment, execution tracking, and status reporting.
- Partner end to end with Commercial, Customer Service, Supply Chain, Finance, Technology, and external customers to identify needs, shape solutions, and deliver commercially aligned digital capabilities with and for external customers.
- Provide people, virtual team, and cross‑functional leadership, creating clarity of direction, accountability, and strong engagement to deliver International digital customer experience priorities.
- Drive governance, adoption, enhancements, and user experience improvements across EDI, DSOS, digital ordering, and customer interaction channels.
- Develop and analyse customer insights and performance metrics to identify trends, risks, opportunities, and recommendations that support leadership decision‑making.
- Lead continuous improvement initiatives to increase digital adoption, reduce manual effort, strengthen automation and digitalisation, and improve service outcomes.
- Ensure compliance with internal controls, data governance standards, and applicable policies.
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Qualifications
Education
- Required: Bachelor’s degree in Business, Information Systems, Operations, Analytics, or a related field.
- Preferred: Master’s degree (MBA or equivalent).
Experience and Skills
-
Required:
- 6–8 years of progressive experience in digital customer experience, customer operations, analytics, or related business functions.
- Experience leading programmes, platforms, or teams focused on digital enablement or CX improvement.
- Experience leading and developing people, virtual teams, or cross‑functional groups to deliver complex digital, customer experience, or commercially focused transformation initiatives.
- Strong analytical skills with experience leveraging data and insights to drive decisions.
-
Preferred:
- Experience with EDI, customer portals, or digital ordering platforms.
- Familiarity with CRM, ERP, or customer analytics tools.
- Experience in a regulated industry such as medical devices, healthcare, or life sciences.
- Experience driving digital adoption and change management.
- Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
- Demonstrated ability to manage complex, cross‑functional initiatives in a matrixed environment.
- Excellent written, verbal, and presentation communication skills.
- Ability to translate business needs into actionable digital solutions.
Other
- Language: English (required).
- Travel: Up to 15%, with domestic and international travel as required.
- Certifications: Digital CX, analytics, or project management certifications (preferred).
Required Skills
Preferred Skills:
- Cross-Functional Collaboration
- Customer Alignment
- Customer Analytics
- Customer Centricity
- Customer Experience Management
- Customer Support
- Customer Support Operations
- Customer Support Trends
- Developing Others
- Emerging Technologies
- Fact-Based Decision Making
- Incident Management
- Inclusive Leadership
- Leadership
- Managing Managers
- Root Cause Analysis (RCA)
- Service Request Management
- Strategic Thinking
- Technologically Savvy
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