Director, OUS Customer Service

Johnson & Johnson is hiring a Director of OUS Customer Service. The role leads strategy and operations for customer service outside the United States, driving service excellence, operational efficiency, and customer satisfaction while supporting business growth and supply chain 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 (preferred).
• Experience: 10‑12 years of progressive experience in customer service, operations, supply chain, or commercial support roles; proven leadership of regional or global customer service organizations.
• Skills: Strong understanding of order management, customer service processes, and end‑to‑end supply chain operations; ability to lead and influence cross‑functional and cross‑regional teams; strategic, analytical, and problem‑solving skills; excellent communication and stakeholder management at senior leadership levels.
• Preferred: Experience in 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.
• Language: English proficiency required; additional languages preferred.
• Travel: Up to 25% international travel.
• Certifications: Customer service, operations, or supply chain certifications preferred.

Preferred Skills

• Analytical Reasoning
• Demand Forecasting
• Distribution Management
• Distribution Resource Planning (DRP)
• Financial Competence
• Inventory Optimization
• Materials Handling
• Order Management
• Organizing
• Procurement Policies
• Strategic Supply Chain Management
• Tactical Planning
• Technical Credibility

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