Director, Customer Collaboration (Indirect), Global Customer Solutions, MedTech Supply Chain

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 jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Supply Chain Deliver

Job Sub Function:

Multi-Family Supply Chain Deliver

Job Category:

Professional

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

Johnson & Johnson MedTech – Supply Chain is recruiting for a Director, Customer Collaboration Indirect, located in United States.

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/

About MedTech:

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Overview:

We’re looking for an operationally strong, relationship-driven leader to help our distributor and indirect partners across the Americas have a smooth, reliable service experience. As Director, Customer Collaboration Indirect, you’ll own the end-to-end indirect customer service model—leading order management, returns, claims, and dispute resolution; driving continuous improvement and digital/automation adoption; and partnering closely with Commercial and Supply Chain to resolve critical issues and improve go-to-market performance. A core part of the role is translating Business Unit go-to-market models and upstream Plan/Source/Make considerations into clear Global Customer Solutions/Deliver policies, processes, and system requirements, aligned to global Center of Excellence standards.

Key Responsibilities:

• Own the end-to-end indirect order management and service experience across the Americas, ensuring seamless fulfillment and timely issue resolution.
• Lead indirect channel customer service operations (orders, returns, claims, and disputes), with clear ownership of service performance and partner outcomes.
• Build strong working relationships with distributor partners and internal team members, serving as a trusted point of escalation and collaboration.
• Partner closely with Commercial and Supply Chain to resolve critical issues, remove recurring barriers, and strengthen go-to-market performance.
• Drive continuous improvement and adoption of digital and automation solutions across the indirect channel, aligned to Center of Excellence standards and playbooks.
• Translate Business Unit go-to-market models and Plan/Source/Make considerations into executable Deliver policies, processes, and system requirements within Global Customer Solutions.
• Prioritize and manage a portfolio of commercial initiatives impacting Global Customer Solutions, translating customer needs into requirements, tracking benefits, and reporting impact to regional leadership.

Qualifications:

Education:

• Minimum Bachelor's degree and/or equivalent University degree required; Advanced degree preferred.

Experience and skills:

Required:

• 8–10 years of relevant experience in customer service operations, order management, and/or indirect (distributor) channel management.
• Demonstrated people leadership experience, with a track record of coaching and developing teams.
• Strong process improvement and cross-functional partnering skills to solve problems and drive better outcomes.
• Analytical, metrics-driven approach—comfortable using performance data to prioritize work and make decisions.
• Proven ability to translate BU go-to-market models and upstream Plan/Source/Make considerations into executable Global Customer Solutions/Deliver policies, processes, and system requirements.

Preferred:

• Experience in MedTech, healthcare, or life sciences supply chain environments.
• Prior experience working with distributor partners or indirect channel commercial models.

Other:

• English required.
• Up to 25% domestic and/or international travel may be required.

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.

Required Skills:

 

 

Preferred Skills:

Analytical Reasoning, Demand Forecasting, Distribution Management, Distribution Resource Planning (DRP), Financial Competence, Inventory Optimization, Materials Handling, Order Management, Organizing, Procurement Policies, Strategic Supply Chain Management, Tactical Planning, Technical Credibility

 

 

The anticipated base pay range for this position is :

$150,000.00 - $258,750.00

Additional 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)).

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 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