Manager, TPO Customer Service

Manager, TPO Customer Service

DePuy Synthes is recruiting for a Manager, TPO Customer Service.

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, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. 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. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Job Overview

This role serves as the technology product owner for customer service platforms and capabilities supporting DePuy Synthes' commercial organization, and reports into the DePuy Synthes Technology organization. The Manager, TPO Customer Service partners closely with Customer Service, Commercial, and IT stakeholders to define, deliver, and continuously improve digital customer solutions that enhance the customer experience, enable efficient operations, and support business growth.

This is an exciting opportunity to own the end-to-end product vision for customer service technology in a global orthopedic organization, translating business needs into scalable, compliant, and user-centered technology solutions while driving measurable value across the commercial landscape.

Key Responsibilities

• Own the product vision, roadmap, and backlog for customer service technology solutions, ensuring alignment with commercial strategy and customer management objectives.
• Partner with Customer Service, Commercial, and Operations leaders to translate business needs into clear functional and technical requirements.
• Lead prioritization of features and enhancements to maximize business value, customer experience, and operational efficiency.
• Collaborate with IT delivery teams, vendors, and platform owners to deliver high-quality, scalable, and compliant solutions on time and within scope.
• Oversee continuous improvement initiatives, including performance monitoring, trend analysis, and adoption metrics to optimize customer service platforms.
• Ensure solutions adhere to Johnson & Johnson Credo values, data privacy, information security, and regulatory requirements.
• Act as the primary point of accountability for leadership and stakeholder communication, change management, and release readiness related to customer service technology.
• Lead the application of AI, advanced analytics, and automation to modernize commercial platforms, enhancing customer engagement, pricing and revenue optimization, and data-driven decision-making while driving scalable and compliant commercial execution across sales, marketing, and customer operations.

Qualifications

Education:

• Bachelor's degree required (Information Systems, Computer Science, Business, Engineering, or related field).
• Master's degree or MBA preferred.

Experience and Skills:

Required:

• 6-8 years of relevant work experience, including experience in technology product ownership, IT delivery, or commercial technology solutions aligned to customer management or customer service functions.
• Demonstrated experience owning and managing technology products or platforms in a complex, cross-functional environment.
• Strong ability to translate business requirements into clear, actionable product features and priorities.
• Experience partnering with business stakeholders, IT teams, and external vendors.
• Working knowledge of customer service operations, service & repair, CRM, contact center technologies, and/or commercial digital solutions.
• Strong analytical, problem-solving, and communication skills.

Preferred:

• Experience supporting commercial or customer-facing functions within a regulated industry (e.g., medical devices, healthcare, life sciences).
• Familiarity with Agile or product-centric delivery models.
• Experience leading global or multi-regional technology initiatives.
• Demonstrated success driving digital transformation or customer experience improvements through technology.

Other:

• Language: English required.
• Travel: Up to 10–20%, primarily domestic.
• Certifications: Product Owner, Agile, or similar certifications preferred, but not required.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.