Sr. Director, Quality Customer Experience Engineering

Company Name

Johnson & Johnson

Found Description

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

Supply Chain Engineering

Job Sub Function

Quality Engineering

Job Category

People Leader

All Job Posting Locations

Bridgewater, New Jersey, United States of America, Irvine, California, United States of America, Jacksonville, Florida, United States of America, Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, Santa Clara, California, United States of America, US163 TX Irving - 3041 Skyway Circle N, West Chester, Pennsylvania, United States of America

Job Description

Johnson & Johnson is recruiting for a Senior Director, Quality Experience Engineering to support the journey of delivering the next generation of medtech solutions. The role can be in any of US medtech manufacturing or R&D site on a Hybrid schedule.

• Raynham, MA
• Raritan, NJ
• Bridgewater, NJ
• West Chester, PA
• Jacksonville, FL
• Irving, TX
• Irvine, CA
• Santa Clara, CA
• Palm Beach Gardens, FL

Position Overview

As a key leader within the organization, you will be responsible for developing and executing strategies to enhance customer experience through innovative quality engineering solutions and continuous improvement initiatives. This role demands a strategic approach to quality that integrates customer satisfaction metrics, fosters cross-functional collaboration, and champions industry best practices to ensure product excellence and operational efficiency. The role leads and/or co-lead strategic programs in Med Tech and has strong collaboration and partnership with IM.

Core Responsibilities

• Drive initiatives to embed customer insights into the product design and manufacturing processes. Develop robust systems for capturing, analyzing, and acting upon customer feedback, complaints, and quality data to improve overall customer satisfaction.
• Partners with R&D, Manufacturing, Regulatory, Supply Chain, Marketing, and Customer Support teams to identify and champion quality initiatives that enhance the end-to-end customer experience. Facilitate seamless communication and resolution of cross-functional issues impacting quality and customer experience.
• Lead strategic improvement projects utilizing methodologies such as Lean, Six Sigma, Root Cause Analysis, and Design of Experiments. Focus on reducing defects, cycle times, and non-conformance, while improving product reliability and service delivery.
• Harness advanced analytics, real-time monitoring systems, and digital tools to proactively identify trends, predict issues, and implement preventative measures. Analyze KPIs related to customer complaints, product quality, and service delivery metrics.
• Oversee mechanisms for capturing customer feedback and complaints, ensuring rapid resolution, root cause investigation, and corrective/preventive actions. Use insights to inform product design modifications and process improvements.
• Build, develop, and mentor a high-performing team of Quality Engineers and specialists. Promote a culture of accountability, continuous learning, and innovation focused on customer-centric quality.
• Ensure all quality activities comply with regulatory standards (e.g., FDA, ISO) and internal policies, especially in areas impacting customer safety, satisfaction, and compliance.
• Advocate for the adoption of emerging technologies such as automation, AI, and digital analytics to revolutionize quality processes and improve customer experience. Lead technology development projects to design or improve defect detection and/or defect generation in manufacturing processes.

Qualifications

• Bachelor’s degree in engineering, or a related field; master’s degree (MBA, MS) preferred
• 12+ years of professional experience in Quality, Engineering or R&D with significant leadership experience in a regulated industry (medical device, pharmaceuticals, or similar)
• 5+ years of experience in R&D or Engineering
• 5+ years of people management experience
• Proven expertise in Customer Experience Engineering, product lifecycle management, and large-scale improvement projects.
• Adept at change management
• Strong understanding of Quality Management Systems (QMS), risk management, and compliance standards
• Demonstrated success leading cross-functional teams and managing complex projects, with a focus on customer satisfaction
• Lean, Six Sigma Black Belt certification, or equivalent is highly desirable
• Excellent communication, strategic thinking, and stakeholder management skills
• Experience integrating advanced digital tools and data analytics into quality systems
• Strong communication, influence and collaboration skills

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:

173,000 - 299,000

Additional Description For Pay Transparency

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. Subject to the terms of their respective policies and date of hire, Employees are eligible for the following time off benefits: Vacation –120 hours per calendar year Sick time - 40 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 Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member Caregiver Leave – 10 days Volunteer Leave – 4 days Military Spouse Time-Off – 80 hours.

Additional information can be found through the link below: https://www.careers.jnj.com/employee-benefits