Senior Supervisor, Customer Service

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.

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.

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, regulatory approvals, and other customary conditions. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes.

About the Role

The Senior Supervisor, Customer Service is responsible for leading day-to-day customer service operations in support of DePuy Synthes customers, commercial partners, and internal stakeholders. This role ensures the delivery of an exceptional customer experience through effective team leadership, operational discipline, and adherence to quality and compliance standards. The candidate will oversee a team responsible for managing customer inquiries, order-related activities, issue resolution, and service recovery, while driving continuous improvement and operational excellence. This position partners closely with cross-functional teams including Supply Chain, Commercial, Quality, Finance, and other key business functions to ensure reliable service delivery and alignment with business priorities.

Responsibilities

• Provide leadership, direction, and coaching to a customer service team to ensure high performance, employee engagement, and capability development.
• Oversee daily customer service operations, ensuring timely, accurate, and compliant handling of customer orders, inquiries, complaints, disputes, and escalations.
• Monitor and manage key performance indicators, including service levels, case resolution, order accuracy, productivity, quality, and customer satisfaction.
• Drive a culture of continuous improvement by identifying operational trends, root causes, and opportunities to improve service effectiveness and efficiency.
• Partner with cross-functional stakeholders to resolve customer issues, mitigate risks, and support business continuity.
• Ensure adherence to company policies, quality standards, and regulatory/compliance requirements applicable to business operations.
• Support implementation of process improvements, standard work, system enhancements, and change initiatives that strengthen the customer experience.
• Manage complex customer escalations with a sense of urgency, professionalism, and sound judgment.
• Assist with workforce planning, scheduling, workload balancing, and resource allocation to meet service demands.
• Prepare and communicate operational performance updates, insights, and recommendations to leadership.

Requirements

• Bachelor’s degree required; concentration in Business, Supply Chain, Communications, or a related field preferred.
• A minimum of 5 years of progressive experience in customer service, customer operations, or a related business function.
• Prior leadership or supervisory experience required, including coaching, performance management, and team development.
• Strong knowledge of customer service processes, order management, and issue resolution within a regulated or complex business environment.
• Demonstrated ability to analyze performance data, identify trends, and implement effective operational improvements.
• Excellent communication, collaboration, and stakeholder management skills.
• Proven ability to work effectively across functions and lead within a fast-paced, matrixed organization.
• Strong problem-solving skills, sound judgment, and attention to detail.
• Experience with ERP, CRM, and service management tools preferred.

Preferred Competencies

• Knowledge of MedTech, healthcare, or other regulated industry customer service operations.
• Familiarity with quality systems, compliance expectations, and controlled processes.
• Demonstrated commitment to customer experience, operational excellence, and employee development.
• Ability to lead change and influence cross-functional teams to drive improved outcomes.