Director, Operations

The Director, Operations – Strategy & Operations, Global Services is a leadership role responsible for translating enterprise strategy into disciplined operational execution across a broad portfolio of services. This role has a significant impact on how Global Services delivers value—ensuring consistency, scalability, compliance, and strong business alignment across multiple service lines. The position offers the opportunity to lead complex global operations, shape high-performing teams, and drive meaningful improvements in service delivery and stakeholder experience across DePuy Synthes.

Key Responsibilities:

• Lead end-to-end Global Services operations delivery across Contact Center / Experience Center, Master Data Management, Site & Logistics Operations, and Commercial Operations, ensuring high-quality, consistent, and compliant execution
• Oversee Contact Center and Experience Center operations, ensuring service stability, effective intake and case management, and alignment with digital and reporting capabilities
• Direct Master Data Management operations, ensuring accurate and timely maintenance of customer and vendor data aligned with governance and compliance requirements
• Own Site & Logistics Operations, including business continuity planning, site management, and BPO partner oversight to ensure resilience and continuity across geographies
• Lead Commercial Operations, including contract management, offer development, and order management, enabling seamless end-to-end commercial execution
• Build, lead, and develop high-performing operations leadership teams through clear direction, coaching, and a culture of accountability and continuous improvement
• Partner with enterprise and sector stakeholders to align operational priorities, manage expectations, and resolve escalations effectively
• Drive cross-functional governance, establishing performance management routines, decision forums, and alignment across operations, digital, quality, and compliance teams
• Manage operational performance and risk using KPIs, insights, and controls to identify opportunities, address gaps, and communicate progress to senior leadership
• Lead transformation initiatives, guiding teams through change while ensuring service continuity and adoption of new processes and ways of working

Qualifications

Education:

• Bachelor’s degree required (Business Administration, Operations Management, Supply Chain, or related field)
• MBA or other advanced degree preferred

Experience and Skills:

Required:
• Significant experience leading global or regional operations within a complex, matrixed organization
• Demonstrated leadership of large, multi-functional teams and ability to build organizational capability
• Strong experience in operational excellence, process improvement, and performance management frameworks
• Proven ability to manage risk, compliance, and governance within business operations
• Experience collaborating with senior stakeholders and influencing across functions and geographies
• Generally requires approximately 10–12 years of relevant work experience aligned to Director-level roles

Preferred:
• Experience in Global Services, shared services, or enterprise operations environments
• Background in healthcare, medical devices, or regulated industries
• Experience leading contact centers, commercial operations, or master data management functions
• Proven track record of leading operational transformation or large-scale change initiatives
• Experience managing third-party vendors or BPO partnerships
• Strong financial acumen, including budgeting and resource planning
• Experience implementing digital or automation solutions in operations

• Strong analytical and problem-solving skills with the ability to use data to drive decisions

Other:

• Language: Fluent Spanish and English required
• Travel: Up to 10–20% international and regional travel
• Certifications: Lean Six Sigma or equivalent operational excellence certification preferred

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

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 & 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, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

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