Institutes Customer Experience Manager

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Job Function:

Customer Management

Job Sub Function:

External Customer/Product Training

Job Category:

Professional

All Job Posting Locations:

Palm Beach Gardens, Florida, United States of America, Raynham, Massachusetts, United States of America, West Chester, Pennsylvania, United States of America

Job Description:

DePuy Synthes is recruiting for a(n) Institutes Customer Experience Manager, located in Raynham, MA; West Chester, PA or Palm Beach Gardens, FL

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 Institutes Customer Experience Manager plays a key role in shaping and delivering high-quality education experiences for healthcare professionals and customers. This people manager role focuses on designing and optimizing the end-to-end customer experience journey, ensuring that Institutes programs drive meaningful engagement, satisfaction, and long-term loyalty. The position oversees cross-functional teams supporting customer experience, conference coordination, AV and graphic design services and partners with facility management, security, catering, and site operations across locations. The Customer Experience Manager drives continuous improvement initiatives, space utilization strategies, operational planning, service excellence standards, and customer satisfaction metrics while ensuring alignment with DePuy Synthes business objectives. This is an exciting opportunity to influence how customers experience DePuy Synthes education offerings while partnering across teams to continuously improve programs, processes, and outcomes.

Key Responsibilities:

• Support the design and execution of customer experience strategies across Institute education programs to improve engagement and satisfaction
• Apply customer journey mapping to identify opportunities to enhance the end-to-end Institutes experience
• Maintain strong communication channels with customers to understand needs, gather feedback, and align programs to business objectives
• Collaborate with cross-functional teams (e.g., commercial, marketing, training) to translate customer needs into effective educational solutions
• Monitor customer experience metrics and develop basic KPIs and benchmarks to measure program effectiveness and success
• Conduct data analysis, including forecasting and risk assessments, to identify trends and improve customer retention and loyalty
• Support continuous improvement initiatives by identifying gaps in current processes and recommending enhancements
• Ensure timely escalation and resolution of customer feedback, issues, or concerns
• Contribute to the delivery of consistent, high-quality educational experiences aligned with DePuy Synthes standards .
• Apply DePuy Synthes Mindset behaviors in all customer and team interactions.

Qualifications

Education:

• Bachelor's degree required (Business Administration, Marketing, Education, Healthcare Administration, Life Sciences, Medical Education or related field)
• Advanced degree (MBA or relevant Master's) preferred

Experience and Skills:

Required:

• • Minimum of 6 years of relevant professional experience, including experience in medical education, clinical training or clinical simulation
• Strong understanding of customer experience and customer success
• Strong communication and interpersonal skills with ability to interact across teams
• Strong project and stakeholder management skills with the ability to lead complex, cross-functional initiatives.
• Excellent communication, presentation, facilitation, and influencing skills.
• Analytical skills with ability to interpret data and identify trends
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Proficiency in Microsoft Office (Excel, PowerPoint, Word)
• Strong organizational skills with the ability to manage multiple priorities and deadlines simultaneously.
• Demonstrated ability to collaborate in cross-functional team environments

Preferred:

• Experience supporting orthopaedic procedural education programs
• Familiarity with healthcare, medical device, or life sciences industry
• Experience working with global healthcare professional education programs.
• Experience managing external educational partners and vendors.
• Experience with customer experience tools, CRM systems, or data analytics platforms
• Knowledge of KPI development and performance measurement methodologies
• Project management experience or certification (e.g., CMP, PMP, Lean Six Sigma)
• Experience working in a matrixed organization
• Prior people leadership or team development experience.

Other:

• Language requirements: English required
• Travel: Up to 10-20% domestic travel may be required
• Certifications: Not required; relevant certifications are 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 Orthopaedics business to establish a standalone orthopaedics 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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Required Skills:

Preferred Skills:

Business Development, Customer Support, Customer Support Operations, Customer Support Platforms, Customer Support Trends, Customer Training, Escalation Management, Fact-Based Decision Making, Performance Measurement, Problem Management, Process Improvements, Technical Credibility