Director, Customer Solutions

DePuy Synthes is recruiting for a(n) Director, Customer Solutions; this Hybrid position will be in Raynham, MA (USA). Alternate Hybrid locations may be considered at Raritan, NJ (USA), West Chester, PA (USA), Warsaw, IN (USA) or Palm Beach Gardens, FL (USA).

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.

Job Overview:

The Director, Customer Solutions provides strategic leadership for commercial technology solutions that enable customer engagement, sales execution, and service excellence across DePuy Synthes and reports into the DePuy Synthes Technology organization. This role partners closely with Commercial, Sales, Marketing, Customer Experience, and IT leaders to design, deliver, and optimize digital solutions that improve customer outcomes and drive business performance. The role has a meaningful impact on how customers interact with DePuy Synthes by enabling scalable, reliable, and data‑driven customer solutions that support growth and operational efficiency.

Key Responsibilities:

• Lead the strategy, roadmap, and execution of customer‑facing and commercial technology solutions that support sales, marketing, and customer experience capabilities.

• Partner with Commercial, Sales Operations, Marketing, and Customer Experience stakeholders to translate business needs into scalable technology solutions.

• Oversee the full lifecycle of customer solutions, including design, implementation, integration, enhancement, and ongoing support.

• Ensure technology solutions are reliable, secure, compliant, and aligned with enterprise architecture and governance standards.

• Lead and develop high‑performing teams, fostering a culture of accountability, innovation, and continuous improvement.

• Manage relationships with external vendors and system integrators, including budget oversight and performance management.

• Drive standardization and optimization of commercial processes enabled by technology to improve customer and field effectiveness.

• Provide executive‑level visibility into platform performance, risks, and opportunities through data‑driven insights and reporting.

• Lead the application of AI, advanced analytics, and automation to modernize commercial platforms, enhancing customer engagement, pricing and revenue optimization, and data‑driven decision‑making while driving scalable and compliant commercial execution across sales, marketing, and customer operations.

Qualifications:

Education

• Bachelor’s degree required, preferably in Information Systems, Business, Marketing, Engineering, or a related field.

• Master’s degree (MBA or equivalent) preferred.

Experience and Skills

Required:

• 10–12 years of progressive experience in commercial technology, enterprise applications, or customer solutions, including senior leadership responsibility.

• Demonstrated experience leading customer‑facing or commercial platforms within a complex, matrixed organization.

• Proven people‑leadership experience, including developing leaders and managing cross‑functional teams.

• Strong understanding of commercial processes, customer engagement models, and digital enablement.

• Experience managing large budgets, vendors, and multi‑year technology roadmaps.

Preferred:

• Experience supporting sales, marketing, CRM, or customer engagement platforms.

• Experience leading digital transformation or large‑scale commercial technology implementations.

• Familiarity with global commercial operations and regional customer requirements.

• Experience working in regulated or highly controlled environments.

• Strong analytical and data‑driven decision‑making capabilities.

• Excellent communication and stakeholder‑influencing skills at the executive level.

Other:

• Language: English required.

• Travel: Up to 20%, domestic and limited international.

• Certifications: CRM, digital, or project management certifications (e.g., PMP, Agile) 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 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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