At a Glance
- Tasks: Lead global customer service strategy and ensure top-notch customer experiences.
- Company: Join Johnson & Johnson, a leader in healthcare innovation.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Dynamic role with international travel and diverse team collaboration.
- Why this job: Make a real impact on customer satisfaction and drive service excellence globally.
- Qualifications: 10-12 years in customer service or operations; strong leadership skills required.
The predicted salary is between 80000 - 100000 £ per year.
About Johnson & Johnson
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.
Role Context
Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans.
The Role
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.
Qualifications
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.
Johnson & Johnson is an equal opportunity employer. We provide an inclusive work environment where each person is considered as an individual.
Director of Global Customer Service Excellence in Leeds employer: Johnson & Johnson
At Johnson & Johnson, we are committed to fostering a culture of innovation and excellence, making us an exceptional employer for those seeking to make a meaningful impact in healthcare. Our inclusive work environment encourages personal and professional growth, offering extensive training and development opportunities, while our focus on customer service excellence ensures that every employee plays a vital role in enhancing patient outcomes globally. Join us at DePuy Synthes, where your contributions will directly influence the future of healthcare solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Global Customer Service Excellence 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 insider info that could help you stand out.
✨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 for the role, but for the company too!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've led customer service teams or improved processes. Use the STAR method (Situation, Task, Action, Result) to keep your answers clear and impactful.
✨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 serious about joining the team and ready to contribute to their mission of health excellence.
We think you need these skills to ace Director of Global Customer Service Excellence in Leeds
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Director of Global Customer Service Excellence role. Highlight your leadership in customer service and any relevant achievements that showcase your ability to drive service excellence.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story! Use it to explain why you're passionate about this role at Johnson & Johnson and how your background makes you the perfect fit. Don’t forget to mention your experience in leading customer service transformations!
Showcase Your Strategic Thinking:In both your CV and cover letter, emphasise your strategic and analytical skills. Talk about specific instances where you've improved customer satisfaction or operational efficiency, as these are key aspects of the role.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to see your application and get you into the process quickly!
How to prepare for a job interview at Johnson & Johnson
✨Know Your Stuff
Make sure you thoroughly understand Johnson & Johnson's mission and values, especially around health innovation. Familiarise yourself with their customer service strategy and how it aligns with the role of Director of Global Customer Service Excellence.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading customer service teams and driving operational efficiency. Be ready to discuss specific challenges you've faced and how you influenced cross-functional teams to achieve service excellence.
✨Understand the Market
Research the global markets Johnson & Johnson operates in, particularly outside the US. Be prepared to discuss how you would tailor customer service strategies to meet diverse regional needs and improve customer satisfaction.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's future direction, especially regarding the separation of the Orthopedics business. This shows your interest in the role and helps you gauge how you can contribute to their evolving customer service landscape.
