At a Glance
- 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 diverse team collaboration.
- Why this job: Make a real impact on customer experience in the healthcare sector.
- 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, OUS Customer Service Leeds employer: Johnson & Johnson
At Johnson & Johnson, we are committed to fostering a dynamic and inclusive work environment that prioritises employee growth and well-being. As a leader in healthcare innovation, we offer our employees the opportunity to make a meaningful impact on global health while enjoying comprehensive benefits, professional development programmes, and a collaborative culture that values diverse perspectives. Located in Leeds, you will be part of a forward-thinking team dedicated to delivering exceptional customer service and operational excellence across international markets.
StudySmarter Expert Advice🤫
We think this is how you could land Director, OUS Customer Service 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 the interview by researching the company’s values and recent innovations. Show us that you’re not just another candidate; demonstrate how your experience aligns with their mission of improving health through innovative solutions.
✨Tip Number 3
Practice your answers to common interview questions, but don’t sound rehearsed. We want to see your personality shine through! Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a simple gesture that shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate why you’re the perfect fit!
We think you need these skills to ace Director, OUS Customer Service 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 in customer service and any relevant operational achievements to catch our eye!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how your background makes you the perfect fit for this position. Be genuine and let your personality come through.
Showcase Your Achievements:When detailing your experience, focus on specific achievements that demonstrate your ability to drive service excellence and operational efficiency. Numbers and metrics can really help us see the impact you've made in previous roles.
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 and 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 around healthcare innovation. Familiarise yourself with their recent developments, particularly in the Orthopedics sector, as this will show your genuine interest and understanding of the company.
✨Showcase Your Leadership Skills
As a Director, you'll need to demonstrate your ability to lead and inspire teams. Prepare specific examples from your past experiences where you've successfully managed customer service operations or led transformations. Highlight how you drove service excellence and improved customer satisfaction.
✨Understand the Role's Impact
Be ready to discuss how you would align customer service strategy with business objectives. Think about how you can enhance operational efficiency and customer experience across diverse international markets, and be prepared to share your ideas during the interview.
✨Ask Insightful Questions
Prepare thoughtful questions that reflect your understanding of the role and the company. Inquire about the challenges they face in customer service operations or how they measure success in customer satisfaction. This shows you're not just interested in the job, but also in contributing to their goals.
