Senior Manager, Global Customer Service Strategy – Orthopaedics

This is a fully remote position, open to applicants in New Jersey, +2 more states.

📋 Description

• Oversee the formulation and implementation of a global customer service strategy that aligns with DePuy Synthes' business objectives and enhances customer experience.

• Establish and standardize global customer service processes, operational models, and performance metrics across various regions.

• Collaborate with regional and functional leaders to promote the adoption of strategic initiatives and guarantee consistent execution on a global scale.

• Evaluate customer service performance data, customer feedback, and operational insights to pinpoint areas for improvement and innovation.

• Spearhead cross-functional initiatives aimed at enhancing service efficiency, responsiveness, and the overall customer experience from start to finish.

• Assist in digital enablement and transformation initiatives that influence customer service capabilities, tools, and analytics.

• Create business cases, roadmaps, and governance frameworks to prioritize and monitor global service initiatives.

• Guide and inspire stakeholders to cultivate a customer-centric mindset throughout the organization.

⛳️ Requirements

• A Bachelor’s degree is required (in Business, Supply Chain, Operations, or a related field).

• A Master’s degree or MBA is preferred.

• Typically requires 8–10+ years of progressive experience in customer service, operations strategy, supply chain, or related business areas.

• Proven experience in leading global or enterprise-level strategic initiatives.

• Strong analytical and problem-solving abilities, with the capability to convert data into actionable insights.

• Demonstrated ability to influence and collaborate across regions, functions, and levels of leadership.

• Experience in driving process standardization and continuous improvement within complex organizations.

• Excellent communication and stakeholder management abilities.

• Preferred: Background in medical devices, healthcare, or regulated industries.

• Familiarity with customer service digital tools, analytics platforms, or CRM systems.

• Experience in supporting large-scale transformation or redesign initiatives for operating models.

• Knowledge of global supply chain or order-to-cash processes.

• Experience in working within matrixed, global organizations.

• Language proficiency in English is required; additional languages are preferred.

• Willingness to travel up to 20% for domestic and international purposes.

• Certifications in Lean, Six Sigma, or related fields are preferred.

🏝️ Benefits

• Vacation – 120 hours per calendar year.

• Sick time - 40 hours per calendar year; for employees residing in Colorado – 48 hours per calendar year; for employees residing in Washington – 56 hours per calendar year.

• Holiday pay, including Floating Holidays – 13 days per calendar year.

• Work, Personal and Family Time - up to 40 hours per calendar year.

• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child.

• Bereavement Leave – 240 hours for an immediate family member; 40 hours for an extended family member per calendar year.

• Caregiver Leave – 80 hours in a 52-week rolling period.

• Volunteer Leave – 32 hours per calendar year.

• Military Spouse Time-Off – 80 hours per calendar year.

• 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)).