Sr. Manager, Global Customer Service Strategy (Orthopaedics)

J&J Family of Companies is hiring a Sr. Manager, Global Customer Service Strategy (Orthopaedics) at our Raynham Center location in Bristol County. In this full-time role, you will lead the development and execution of customer service strategies that shape how our orthopaedic business delivers care and support to healthcare providers and patients worldwide.

About the Role

As Sr. Manager of Global Customer Service Strategy for Orthopaedics, you'll own the vision and roadmap for how our organization serves customers across geographies and business lines. You'll work with cross-functional teams to identify service gaps, design innovative solutions, and drive measurable improvements in customer satisfaction and loyalty. Your strategy will directly impact the patient experience and strengthen relationships with healthcare systems, surgeons, and care teams who depend on our orthopaedic solutions.

What You'll Do

• Develop and implement global customer service strategies aligned with orthopaedic business objectives
• Lead discovery and analysis of customer needs, pain points, and service opportunities across regions
• Partner with product, clinical, and operations teams to design and optimize customer touchpoints
• Build and mentor a team focused on delivering exceptional customer experiences
• Establish metrics, KPIs, and reporting frameworks to measure strategy effectiveness and impact
• Navigate regulatory and market differences to scale best practices globally
• Present insights and recommendations to senior leadership and external stakeholders

What We're Looking For

• 8+ years of experience in customer service, customer experience strategy, or related business functions
• Proven track record managing teams and driving organizational change
• Deep understanding of healthcare industry dynamics, customer segments, and service delivery models
• Strong analytical and problem-solving skills with ability to synthesize complex data into strategy
• Excellent communication and stakeholder management abilities
• Experience in a regulated environment or global organization preferred

About J&J Family of Companies

Johnson & Johnson's family of companies works to prevent, treat, and cure the world's most pressing health challenges. Through innovation in pharmaceuticals, medical devices, and consumer health, we deliver solutions that improve lives. Our orthopaedic business is at the forefront of advancing musculoskeletal health globally.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.