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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 career advancement opportunities.
- 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 skills 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 employer: Johnson & Johnson
Contact Detail:
Johnson & Johnson Recruiting 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 connections in the healthcare and supply chain sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching Johnson & Johnson’s values and recent innovations. Tailor your responses to show how your experience aligns with their mission of health and customer service excellence. Practice common interview questions to boost your confidence!
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you’ve led teams or projects in the past. Highlight your ability to drive service excellence and operational efficiency, as these are key for the Director role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the team at Johnson & Johnson. Good luck!
We think you need these skills to ace Director, OUS Customer Service
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Director, OUS Customer Service role. Highlight your experience in customer service and supply chain management, and don’t forget to showcase any leadership roles you've had. We want to see how you can drive service excellence!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this position. Share specific examples of how you've led teams or improved customer satisfaction in previous roles. Let us know what makes you tick!
Showcase Your Skills: In your application, be sure to highlight your strategic, analytical, and problem-solving skills. These are key for the role, so give us concrete examples of how you've used these skills in past positions. We love a good story!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining our team at Johnson & Johnson.
How to prepare for a job interview at Johnson & Johnson
✨Know Your Stuff
Before the interview, dive deep into Johnson & Johnson's mission and values, especially their focus on health innovation. Familiarise yourself with their customer service strategy and how it aligns with their business objectives. This will show that you're not just interested in the role but also in the company's vision.
✨Showcase Your Leadership Skills
As a Director, you'll need to demonstrate your ability to lead and inspire teams. Prepare examples from your past experiences where you've successfully managed cross-functional teams or driven service excellence. Highlight any transformations you've led in customer service or operations.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and strategic thinking. Think of scenarios where you've had to address service gaps or operational risks. Be ready to discuss how you would handle complex customer issues and ensure a high-quality customer experience.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the future direction of the customer service strategy or how they measure success in customer satisfaction. This shows your genuine interest in the role and helps you gauge if it's the right fit for you.