Director,OUS Customer Service in Leeds

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.

• 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.

• Preferred: 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.

Other:

• Language: English proficiency required; additional languages preferred.
• Travel: Up to 25% international travel.
• Certifications: Customer service, operations, or supply chain certifications preferred.