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- Tasks: Lead customer service strategy and operations for a global healthcare leader.
- Company: Join Johnson & Johnson, a pioneer in healthcare innovation.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Dynamic role with international travel and a chance to shape service excellence.
- Why this job: Make a real impact on customer experience in the healthcare industry.
- Qualifications: 10-12 years in customer service or supply chain; leadership experience required.
The predicted salary is between 80000 - 100000 ÂŁ per year.
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.
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.
The Director, OUS Customer Service is responsible for leading customer service strategy and operations across markets outside the United States, ensuring a consistent, high‑quality customer experience. This role drives service excellence, operational efficiency, and customer satisfaction while supporting business growth and supply chain performance. The position has broad regional impact and plays a critical role in strengthening customer relationships, service governance, and end‑to‑end order‑to‑delivery 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.
Education: Bachelor’s degree in Business, Operations, Supply Chain, or a related field (required). Master’s degree, MBA, or advanced degree in a related discipline (preferred).
Experience and Skills:
Required:- Typically 10-12 years of progressive experience in customer service, operations, supply chain, or commercial support roles.
- Proven experience leading regional or global customer service organizations.
- Strong understanding of order management, customer service processes, and end‑to‑end supply chain operations.
- Demonstrated ability to lead and influence cross‑functional and cross‑regional teams.
- Strong strategic, analytical, and problem‑solving skills.
- Excellent communication and stakeholder management skills at senior leadership levels.
- Experience in the 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; additional languages preferred.
- Travel: Up to 25% international travel.
- Certifications: Customer service, operations, or supply chain certifications preferred.
Director, OUS Customer Service in Leeds employer: 8722-DePuy International Limited Legal Entity
Contact Detail:
8722-DePuy International Limited Legal Entity Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, OUS Customer Service in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Johnson & Johnson or DePuy Synthes. A friendly chat can open doors and give you insights that might just help you land that Director role.
✨Tip Number 2
Prepare for interviews by researching the company culture and values. Johnson & Johnson is all about health and innovation, so think about how your experience aligns with their mission. Show them you're not just a fit on paper but also in spirit!
✨Tip Number 3
Practice your pitch! You want to be able to clearly articulate your experience in customer service and supply chain management. Highlight your leadership skills and how you've driven service excellence in past roles—make it memorable!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at Johnson & Johnson. Let’s get you that interview!
We think you need these skills to ace Director, OUS Customer Service in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Director, OUS Customer Service role. Highlight your leadership experience in customer service and supply chain operations to show us you’re the right fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about healthcare innovation and how your background makes you the perfect candidate for this position. Be genuine and let your personality come through.
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Whether it’s improving customer satisfaction or leading successful projects, we want to see how you’ve made a difference!
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, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at 8722-DePuy International Limited Legal Entity
✨Know Your Stuff
Make sure you thoroughly understand Johnson & Johnson's mission and values, especially their focus on health innovation. Familiarise yourself with the specifics of the Director, OUS Customer Service role, including customer service strategy and supply chain operations.
✨Showcase Your Leadership Skills
Prepare examples that demonstrate your experience in leading customer service teams and driving operational efficiency. Be ready to discuss how you've influenced cross-functional teams and improved customer satisfaction in previous roles.
✨Be Data-Driven
Since this role requires strong analytical skills, come prepared with metrics or data from your past experiences that highlight your success in service excellence and operational improvements. This will show your ability to make informed decisions.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's future plans, especially regarding the separation of the Orthopedics business. This shows your interest in the company’s direction and helps you gauge if it aligns with your career goals.