Senior Director, Service Solutions Strategy, Surgery,

Senior Director, Service Solutions Strategy, Surgery

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, and profoundly impact health for humanity. Learn more at https://www.jnj.com

Job Function

Customer Management

Job Sub Function

Customer Service Operations

Job Category

Professional

All Job Posting Locations

Santa Clara, California, United States of America

Job Description

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

The Senior Director, Service Solutions Strategy, Surgery, will lead the development and execution of customer-first strategies and global governance of service capabilities across our Surgery products. This pivotal role involves collaborating with various teams to ensure alignment with the strategic roadmap for customer success, leveraging best practices, and fostering knowledge sharing across the sector.

As a strategic leader, you will serve as a trusted advisor to platform Service Solutions heads and regional Surgery service leaders, partnering with cross-functional teams to drive alignment and achieve strategic goals. This role demands a self-starter who thrives in a dynamic, complex, and high-energy environment, eager to accelerate initiatives, and continuously learn and innovate.

You will represent Surgery Services on the Global Service Council, focusing on enhancing cross-cutting service capabilities for MedTech.

Key Responsibilities

The Senior Director, Service Solutions Strategy, Surgery, will lead the development and execution of customer-first strategies and global governance of service capabilities across our Surgery products. This pivotal role involves collaborating with Service and Commercial leaders to craft service strategy, defining and prioritizing supporting initiatives, and providing core functional support and governance across Business Units (BUs).

You will align with Services Marketing and Service Sales to ensure commercial goals are aligned with strategic priorities, achieving a consistent brand excellence across BUs. Supporting optimal globalization of service processes, you will lead transformational initiatives with OUS support capabilities to drive profitable growth across BUs, including service customer and technical support centers.

In partnership with IT, you will drive the effective deployment of MS Dynamics for Service Sales and Service Delivery across BUs. Collaboration with Quality Assurance (QA) and supply chain leadership will be vital to ensure a compliant and functional Quality Management System (QMS) and service parts inventory and supply across BUs and geographies.

As a strategic leader, you will design strategic initiatives within the governance of these critical core processes and lead the formation of a global J&J MedTech Field Service Engineer (FSE) training program across BUs. Partnering with Digital Product Teams and Services Engineering, you will create the service roadmap for data-enabled service capabilities and digital services, while also leading software continuous engineering for serviceability.

This role demands a self-starter who thrives in a dynamic environment, eager to accelerate initiatives, and continuously learn and innovate.

Leadership

• Motivates, inspires, and influences others to achieve results.
• Fosters a culture of innovation and inclusion.
• Results-oriented, solves problems, generates innovative solutions, and makes sound decisions.
• Customer-centric with the ability to innovate around customer solutions.
• Develops, coaches, and engages talent.
• Establishes and maintains strong relationships with key stakeholders to attain business results.

Qualifications

• BS/BA required; MBA or advanced degree preferred.
• 12+ years of related business experience.
• Proven ability to influence and drive change, creating followership, enthusiasm, and alignment.
• Experience working independently with senior executives.
• Effective verbal and written communication skills, including presentation skills.
• Ability to work in a matrix environment requiring high collaboration.
• Strong organizational skills with the ability to manage multiple projects/tasks simultaneously.
• Advanced analytical and problem-solving skills with a strong detail orientation.
• Strong business acumen and familiarity with customer success models.
• Proven strategic thinking and customer service mindset.
• Deep analytical and financial skills.
• Demonstrated high learning agility in new subject areas.
• Domestic and international travel up to 30%.

Join us in this strategic leadership role to drive our Surgery Service Solutions to new heights, fostering innovation and excellence in customer satisfaction and patient outcomes.

Remote work options may be considered on a case-by-case basis and if approved by the Company.

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 and 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 email the Employee Health Support Center (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.

The anticipated base pay range for this position is:

200,000-340,000

Additional Description For Pay Transparency

• The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis.
• Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
• Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the Company’s long-term incentive program. For additional general information on Company benefits, please go to: https://www.careers.jnj.com/employee-benefits