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.

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.

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

Senior Manager, Global Customer Service Strategy – Orthopaedics

Key skills