Customer Operations Lead

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

Job Function:

Project/Program Management Group

Job Sub Function:

Project/Program Management

Job Category:

Professional

All Job Posting Locations:

Leeds, West Yorkshire, United Kingdom

Job Description:

About Orthopaedics

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

Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery.

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

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.

We are searching for the best talent for the Customer Operations Lead position to be in UK.

The Customer Operations Lead will drive strategic and operational excellence across key accounts, focusing on new business initiatives, NPI (New Product Introduction) launches, and seamless customer onboarding. This role ensures alignment between commercial and supply chain teams, supports installation planning, and delivers measurable impact on account performance and customer satisfaction.

As a Customer Operations Lead, you will:

• Lead supply chain deployments to large scale new business wins and NPI launches, ensuring operational readiness.

• Establish direct Supply Chain-to-Supply Chain connections with customer organizations.

• Engage early in the sales process to gather and shape supply chain, procurement, and clinical requirements.

• Coordinate start dates, data sharing protocols and shipment phasing.

• Support development of account P&L and profitability analysis.

• Advise Key Account Management (KAM) teams on tender strategy and execution.

• Partner with hospitals and internal teams to gather data and insights.

• Drive asset efficiency, reducing excess inventory through data-led onboarding, planning & deployments

• Implement standardized playbooks and conduct after-action reviews to refine processes.

Qualifications / Requirements:

• Bachelor’s degree in Supply Chain Management, Operations Management or related disciplines

• Strong understanding of partner/channel ecosystems and customer-facing operations.

• Business acumen with experience in supply chain and inventory management.

• Proven ability to build strong relationships with internal and external stakeholders.

• Experience in project management and coordinating diverse stakeholders.

• Strong influencing and negotiation skills across multiple levels of the organization.

• Ability to manage complex projects and align cross-functional teams.

• Advanced Excel skills and Power BI proficiency for data analysis and reporting.

• Experience in field-based roles, ideally within healthcare or clinical environments.

• Demonstrated ability to anticipate challenges and proactively develop solutions.

• Track record of working autonomously and evolving roles to meet business needs.

• Travel will be required for this role, and a clean full driving license is required

Key Deliverables

• Successful execution of new business and NPI launches.

• Robust tender packages aligned with organizational capabilities.

• Effective onboarding planning and execution with aligned systems and records.

• Data-driven insights to support account growth and operational efficiency.

• Standardized processes and playbooks for repeatable success.

• Reduced rework, returns, and shipment errors through stakeholder alignment.

Preferred

• Familiarity with UK Supply Chain planning, IBP, and logistics processes.

• Understanding principles and KPI’s for demand capture, planning & supply

• Prior knowledge of orthopaedic products and procedures.

At Johnson & Johnson, we want every candidate to feel supported throughout the hiring process. Our goal is to make the experience clear, fair, and respectful of your time.

Here’s what you can expect:

• Application review: We’ll carefully review your CV to see how your skills and experience align with the role.

• Getting to know you: If there’s a good match, you’ll be invited to a short call with one of our recruitment team to understand more about you and answer any questions that you might have.

• Staying informed: We know waiting can be hard and processes can evolve; our recruitment team will keep you updated and make sure you know what to expect at each step.

• Final steps: For successful candidates, you will need to complete country-specific checks before starting your new role. We will help guide you through these.                                                                                                                             

Finally, at the end of the process, we’ll invite you to share feedback in a short survey — your input helps us continue improving the experience for future candidates. Thank you for considering a career with Johnson & Johnson. We’re excited to learn more about you and wish you the best of luck in the process! #RPOEMEA

#LI-Onsite 

Required Skills:

Data Driven Approach, Inventory Management, Microsoft Power Business Intelligence (BI), Project Management, Stakeholder Partnerships

Preferred Skills:

Analytics Insights, Cross-Functional Collaboration, Leadership, Organizational Project Management, Organizing, Process Improvements, Project Reporting