Description
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Job Function:
Customer ManagementJob Sub Function:
Customer Service OperationsJob Category:
ProfessionalAll Job Posting Locations:
Toronto, Ontario, CanadaJob Description:
DePuy Synthes is recruiting for a Performance & Digitalization Analyst, located in Toronto, CA
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 Performance & Digitalization Analyst plays a critical role in ensuring a high‑quality customer experience while supporting efficient and compliant supply chain operations. This role leads a team responsible for order management, customer inquiries, and issue resolution, serving as a key connection point between customers, logistics partners, and internal stakeholders. The supervisor drives performance, supports continuous improvement, and helps ensure reliable product availability to support patient care across Canada.
Key Responsibilities
Lead, coach, and support a team of Customer Service representatives to ensure consistent, high‑quality service delivery.
Oversee end‑to‑end order management processes, including order entry, order changes, returns, and issue resolution.
Monitor service levels, order accuracy, and turnaround times; address gaps and implement corrective actions as needed.
Act as an escalation point for complex customer issues, ensuring timely resolution and clear communication.
Collaborate closely with Supply Chain, Logistics, Sales, Finance, and Quality teams to support seamless order fulfillment and customer satisfaction.
Support compliance with company policies, quality standards, and applicable regulatory requirements.
Analyze performance metrics and customer feedback to identify trends and continuous improvement opportunities.
Participate in training, onboarding, and development activities to build team capability and engagement.
Qualifications
Education
Bachelor’s degree required (Business Administration, Supply Chain, Operations, or a related field preferred).
Experience and Skills
Required:
3–5 years of relevant work experience in customer service, supply chain, or order management, including people leadership or supervisory responsibilities.
Experience managing customer orders and service processes in a fast‑paced, regulated environment.
Demonstrated ability to lead, coach, and motivate a team.
Proficiency with ERP systems and customer service or order management tools.
Preferred:
Experience in medical devices, healthcare, or other highly regulated industries.
Prior experience supporting Canadian customers and distribution models.
Familiarity with continuous improvement methodologies or service excellence initiatives.
Experience using performance metrics and dashboards to drive team results.
Strong communication skills, with the ability to work effectively across functions.
Strong problem‑solving and decision‑making skills with a customer‑focused mindset.
Other
Language: English required; French proficiency is an asset.
Certifications: None required.
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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#DePuySynthesCareers
Required Skills:
Preferred Skills:
Communication, Continuous Improvement, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP), Technical SupportThe anticipated base pay range for this position is :
$87,000.00 - $140,300.00Additional Description for Pay Transparency:
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)).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 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 period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits
