Manager, CS Excellence & GS Oversight

About the role

The Manager, CS Excellence & GS Oversight is responsible for driving customer service excellence while providing governance and oversight across global services operations.

Responsibilities

• Lead customer service excellence initiatives to improve service quality, consistency, and customer satisfaction.
• Provide oversight and governance for global services operations, ensuring alignment with defined standards, policies, and performance expectations.
• Define, monitor, and analyze key customer service and operational performance metrics to identify risks and improvement opportunities.
• Partner with regional CS leaders, GS teams, and cross-functional stakeholders to drive issue resolution and prevent recurrence.
• Support the design, implementation, and optimization of customer service processes, tools, and controls.
• Lead continuous improvement initiatives that enhance efficiency, compliance, and customer experience.
• Ensure adherence to internal controls, audit requirements, and regulatory or policy obligations.
• Prepare and deliver insights, reporting, and recommendations to senior leadership.
• Foster a culture of accountability, collaboration, and customer focus aligned with Johnson & Johnson’s Credo.

Qualifications

• Education: Bachelor’s degree in Business, Operations, Supply Chain, Finance, or a related field. Master’s degree (MBA or equivalent) preferred.
• Experience: 6–8 years of progressive experience in customer service operations, global services, commercial operations, or related functions. Prior experience leading teams, programs, or large cross-functional initiatives.
• Skills: Demonstrated ability to drive service excellence, standardization, and performance improvement. Strong analytical skills with experience using metrics and insights to inform decisions.
• Preferred: Experience in a regulated industry such as medical devices, healthcare, or life sciences. Familiarity with global service delivery models or shared services environments. Experience with CRM, ERP, or customer service performance management tools. Experience leading operational excellence or continuous improvement initiatives. Knowledge of Lean, Six Sigma, or similar methodologies. Proven ability to influence and collaborate across a matrixed, global organization. Excellent written, verbal, and presentation communication skills.