Senior Manager, Global Customer Service Strategy – Orthopaedics
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Senior Manager developing global customer service strategy for DePuy Synthes. Leading initiatives to improve customer satisfaction and business performance across regions.
Responsibilities:
- Lead the development and execution of global customer service strategy aligned with DePuy Synthes business objectives and customer experience goals.
- Define and standardize global customer service processes, operating models, and performance metrics across regions.
- Partner with regional and functional leaders to drive adoption of strategic initiatives and ensure consistent execution worldwide.
- Analyze customer service performance data, customer feedback, and operational insights to identify opportunities for improvement and innovation.
- Lead cross ‑ functional initiatives that improve service efficiency, responsiveness, and end ‑ to ‑ end customer experience.
- Support digital enablement and transformation initiatives impacting customer service capabilities, tools, and analytics.
- Develop business cases, roadmaps, and governance mechanisms to prioritize and track global service initiatives.
- Mentor and influence stakeholders to foster a customer ‑ centric mindset across the organization.
Requirements:
- Bachelor’s degree required (Business, Supply Chain, Operations, or related field).
- Master’s degree or MBA preferred.
- Typically requires 8–10+ years of progressive experience in customer service, operations strategy, supply chain, or related business functions.
- Demonstrated experience leading global or enterprise ‑ level strategic initiatives.
- Strong analytical and problem ‑ solving skills with the ability to translate data into actionable insights.
- Proven ability to influence and collaborate across regions, functions, and leadership levels.
- Experience driving process standardization and continuous improvement in complex organizations.
- Excellent communication and stakeholder management skills.
- Preferred: Experience in medical devices, healthcare, or regulated industries.
- Exposure to customer service digital tools, analytics platforms, or CRM systems.
- Experience supporting large ‑ scale transformation or operating model redesign initiatives.
- Familiarity with global supply chain or order ‑ to ‑ cash processes.
- Experience working in matrixed, global organizations.
- Language: English required; additional languages preferred.
- Travel: Up to 20% domestic and international travel.
- Certifications: Lean, Six Sigma, or related certifications preferred.
Benefits:
- Vacation –120 hours per calendar year
- Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
- Holiday pay, including Floating Holidays –13 days per calendar year
- Work, Personal and Family Time - up to 40 hours per calendar year
- Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
- Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
- Caregiver Leave – 80 hours in a 52-week rolling period
- Volunteer Leave – 32 hours per calendar year
- Military Spouse Time-Off – 80 hours per calendar year
Similar Jobs
Product Support Specialist
Product Support Specialist providing technical support for SleepRes medical devices. Assisting customers with troubleshooting, software support, and ensuring compliance with regulations.
Customer Support Specialist
Customer Support Specialist for Veta Virtual assisting vehicle sellers in the online listing process. Handling inquiries via phone and email with a focus on customer satisfaction and support.
Dental Lab Technician – Removables
Customer Experience Dental Lab Technician providing real-time technical support to clinicians and assisting in case designs. Utilizing digital dental workflows and ensuring exceptional outcomes for patient treatments.
Customer Experience – Dental Lab Technician
Customer Experience Dental Lab Technician role at Dandy, transforming the dental industry through technology. Providing real-time support to clinicians in a fully remote environment.
Customer Care Specialist
Customer Care Specialist providing outstanding customer support for medical device products via various communication channels. Collaborating with team members in a fast-paced environment.
Traveller Support Agent – French / English Speaker
Traveller Support Agent supporting international clientele with travel expertise and personalized customer care. Providing real-time assistance and managing traveller requests during their journeys.
Licensed Customer Care Representative, P&C License Required
Customer Care Representative supporting customer inquiries and insurance policy needs at Farmers Insurance. Resolving complex issues and delivering exceptional service across multiple platforms.
Customer Support Agent
Customer Support Agent providing assistance to users at a B2B SaaS company. Delivering customer support via email, chat, and phone while ensuring service excellence.
CX Support Agent – Level 1
Customer Support Role in a remote software company serving nonprofits, hospitals, and governments. Assisting users via chat, email, and phone while troubleshooting practical software questions.
Customer Support Consultant, English, French
Customer Support Consultant providing outstanding support via phone, chat, and email in a fully remote setting. Join a global leader in Intelligent Support-as-a-Service for tech companies.
Senior Bilingual Healthcare Customer Service Representative – French-English
Senior Bilingual Healthcare Customer Service Representative providing support for healthcare programs remotely from Canada. Answering customer inquiries through various communication channels and coordinating maintenance visits.
Senior Bilingual Healthcare Customer Service Representative – French-English
Senior Bilingual Healthcare Customer Service Representative bringing humanity to business while working remotely in Canada. Providing support and efficient scheduling for healthcare customers.
Customer Service Partner
Customer Service Partner at Allianz Trade managing customer requests and portfolio policies. Collaborating with teams and supporting client retention initiatives in a fast-paced environment.
Customer Support Agent – Ersatzwagenservice
Customer Support Agent providing replacement vehicle services for clients in emergencies. Handling customer inquiries via phone and email with a focus on satisfaction and experience.
Customer Care Support – Fiber Installation
Customer Care Support responsible for coordinating fiber installation inquiries at Pramira, ensuring customer satisfaction through effective communication and support. Responding to inquiries, scheduling installations, and monitoring progress to deliver a seamless experience.
Customer Care Specialist I – Bilingual Contract
Customer Care Specialist I assisting clients and customers via phone, email, or chat while providing excellent customer service and resolving issues effectively.
Asesor de Atención al Cliente y Ventas – Turno Mañana
Customer Service and Sales Advisor for remote positions at Konecta in Lima. Engaging in customer support and sales for a leading telecom company.
Client Support Representative, Bilingual
Client Support Representative responsible for client inquiries and support at Asurint. Fluent in both English and Spanish with a focus on customer experience.
Junior Customer Service Analyst
Junior Customer Service Analyst at Giga IT providing support and information about products and services. Collaborating to enhance customer satisfaction and managing inquiries effectively.
Client Success Lead
Client Success / Customer Experience Lead responsible for enhancing client experience in landscaping company. Managing communication and execution across operations for client requests.