At a Glance
- Tasks: Lead and innovate customer service strategy for global operations.
- Company: Join Johnson & Johnson, a leader in healthcare innovation.
- Benefits: Competitive salary, travel opportunities, and professional growth.
- Other info: Dynamic role with international exposure and career advancement.
- Why this job: Make a real impact on customer satisfaction and operational excellence.
- Qualifications: 10-12 years in customer service with strong leadership skills.
The predicted salary is between 80000 - 120000 £ per year.
Johnson & Johnson is hiring a Director of OUS Customer Service. The role leads strategy and operations for customer service outside the United States, driving service excellence, operational efficiency, and customer satisfaction while supporting business growth and supply chain performance.
Key Responsibilities
- Lead and execute the OUS customer service strategy, aligning service delivery with business objectives and customer expectations.
- Oversee regional customer service operations, including order management, customer inquiries, issue resolution, and service performance.
- Partner with Supply Chain, Logistics, Commercial, Finance, and IT teams to ensure seamless order‑to‑cash and delivery execution.
- Establish service standards, performance metrics, and governance to drive consistency and accountability across regions.
- Identify and address service gaps, operational risks, and customer experience improvement opportunities.
- Lead, develop, and inspire regional customer service leaders and teams in a matrixed, global environment.
- Drive continuous improvement initiatives to enhance efficiency, responsiveness, and customer satisfaction.
- Support business continuity, change initiatives, and transformation programs impacting customer service operations.
- Act as a senior escalation point for complex customer issues and critical service disruptions.
Qualifications
- Education: Bachelor’s degree in Business, Operations, Supply Chain, or a related field (required); Master’s degree, MBA, or advanced degree (preferred).
- Experience: 10‑12 years of progressive experience in customer service, operations, supply chain, or commercial support roles; proven leadership of regional or global customer service organizations.
- Skills: Strong understanding of order management, customer service processes, and end‑to‑end supply chain operations; ability to lead and influence cross‑functional and cross‑regional teams; strategic, analytical, and problem‑solving skills; excellent communication and stakeholder management at senior leadership levels.
- Preferred: Experience in medical device, pharmaceutical, or other highly regulated industries; experience leading customer service transformations or operating model changes; familiarity with ERP, CRM, and customer service platforms; track record of driving service excellence and customer satisfaction improvements; experience working across diverse international markets and cultures.
- Language: English proficiency required; additional languages preferred.
- Travel: Up to 25% international travel.
- Certifications: Customer service, operations, or supply chain certifications preferred.
Preferred Skills
- Analytical Reasoning
- Demand Forecasting
- Distribution Management
- Distribution Resource Planning (DRP)
- Financial Competence
- Inventory Optimization
- Materials Handling
- Order Management
- Organizing
- Procurement Policies
- Strategic Supply Chain Management
- Tactical Planning
- Technical Credibility
Director, OUS Customer Service employer: 8722-DePuy International Limited Legal Entity
At Johnson & Johnson, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. As the Director of OUS Customer Service, you will lead a dynamic team in a global environment, driving service excellence while enjoying comprehensive benefits and ample opportunities for professional growth. Our commitment to employee development, coupled with our focus on operational efficiency and customer satisfaction, makes us a rewarding place to build your career.
Contact Details:
8722-DePuy International Limited Legal Entity Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Director, OUS Customer Service
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Johnson & Johnson or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Johnson & Johnson is all about service excellence and customer satisfaction, so think of examples from your past experiences that showcase your alignment with these principles.
✨Tip Number 3
Practice your storytelling skills! When discussing your experience, focus on how you've led teams, improved processes, or resolved complex issues. Make it relatable and engaging – we want to see your passion for customer service shine through!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role and highlighting a key point from your conversation can leave a lasting impression. And remember, apply through our website for the best chance!
We think you need these skills to ace Director, OUS Customer Service
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Director of OUS Customer Service role. Highlight your leadership experience in customer service and operations, and don’t forget to mention any relevant industry experience!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for this role. Share specific examples of how you've driven service excellence and operational efficiency in previous positions.
Showcase Your Strategic Thinking:In your application, demonstrate your ability to think strategically. Discuss how you've aligned service delivery with business objectives in the past, and how you plan to do the same at Johnson & Johnson.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our team!
How to prepare for a job interview at 8722-DePuy International Limited Legal Entity
✨Know Your Stuff
Make sure you’re well-versed in customer service strategies and operations, especially in a global context. Brush up on your knowledge of order management and supply chain processes, as these will be key topics during the interview.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams and driving service excellence. Think about specific situations where you’ve inspired your team or improved customer satisfaction, as this will resonate with the interviewers.
✨Understand the Company Culture
Research Johnson & Johnson’s values and mission. Be ready to discuss how your personal values align with theirs, especially regarding customer service and operational efficiency. This shows you’re not just a fit for the role, but also for the company.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle complex customer issues. Practice articulating your thought process clearly, as this will demonstrate your analytical reasoning and strategic thinking.
