Sr. Mgr., Service Operational Excellence

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:

Project/Program Management Group

Job Sub Function:

Project/Program Management

Job Category:

Professional

All Job Posting Locations:

Santa Clara, California, United States of America

Job Description:

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

About the Role

Johnson & Johnson MedTech is recruiting for a Sr. Mgr., Service Operational Excellence  leader to lead global, cross-functional programs that design, launch, scale, and continuously improve service solutions supporting the OTTAVA™ robotic platform. This role will initially focus on service solution implementation and global deployment readiness and will transition to a sustained emphasis on productivity, efficiency, and process excellence across the service organization. The successful candidate will apply project management discipline and Lean Six Sigma and/or process improvement methods to deliver measurable improvements in customer experience, operational performance, and business savings.

Program & Project Leadership

·       Lead end-to-end project management for global service solution initiatives supporting the OTTAVA™ platform from concept through sustainment.

·       Develop and maintain project charters, scope, schedules, and integrated delivery plans.

·       Establish and run governance (cadence, steering reviews, decision logs), communications and change management.

·       Drive transparent executive communications and ensure alignment across a highly matrixed global organization.

Service Solution Development & Global Deployment

·       Partner with Service Engineering, Digital/Connected Services, Field Service, Customer Operations, Commercial, Quality/Regulatory, Technical Training and Supply Chain to define service requirements and deliverables.

·       Translate VOC (customers, field, commercial) into scalable service solution requirements.

·       Lead global operational readiness planning.

·       Coordinate global rollout and regional enablement across NA, EMEA, APAC, and LATAM while accommodating regional regulatory and operational needs.

·       Support corrective and preventive actions for performance KPIs (e.g., SLA attainment, uptime, MTTR, first-time fix, CSAT/NPS, cost per case/install) and ensure consistent measurement and reporting.

Operational Excellence, Productivity & Process Improvement

·       Lead Lean/Six Sigma and/or process excellence/improvement initiatives across global service operations (field service, technical support, training, and service operations).

·       Work with finance to identify, quantify, and prioritize productivity and cost optimization opportunities.

·       Facilitate Kaizen events, standard work development, visual management, and structured problem-solving workshops.

·       Apply root cause analysis tools (5 Whys, Fishbone, Pareto), and process improvement methods to reduce variation and improve quality and speed.

·       Partner with Finance to validate savings (hard/soft), track benefits realization, and ensure sustainability through controls, SOPs, and KPI management.

·       Coach and influence service teams to embed continuous improvement behaviors and build local capability for ongoing problem solving.

·       Drive adoption of enabling technologies and automation (where applicable) to improve cycle time, utilization, and customer experience.

Qualifications

Required

·       Bachelor’s degree in Engineering, Business, Operations, or a related discipline/experience.

·       5–8+ years of project/program management experience leading cross-functional initiatives; experience in service, operations, MedTech, robotics, or complex capital equipment environments strongly preferred.

·       Proven ability to deliver productivity and efficiency initiatives with quantified outcomes

·       Strong analytical capability including KPI definition, dashboarding, and benefits realization tracking in partnership with Finance.

·       Proficiency with project and collaboration tools (e.g., MS Project and/or Smartsheet; MS Office).

·       Excellent communication skills with the ability to influence across levels and geographies in a matrixed environment.

·       Ability to travel up to 30%, including international travel.

Preferred

·       Lean Six Sigma certification and/or process improvement experience with demonstrated application to deliver measurable improvements.

·       Experience with connected services, remote monitoring, predictive analytics, and data-driven service models.

·       Experience with service platforms and enterprise systems (e.g., Salesforce Service/Field Service, ServiceMax, SAP) and BI tools (e.g., Power BI, Tableau).

Core Competencies

·       Customer-centric mindset with a focus on safety, quality, and uptime.

·       Execution excellence and accountability with strong governance and stakeholder management.

·       Operational excellence mindset: waste elimination, standardization, and continuous improvement.

·       Data-driven problem solving and financial acumen connecting improvements to P&L impact.

·       Global mindset and ability to collaborate across regions, cultures, and time zones.

·       Change leadership and the ability to build capability and sustain improvements.

Success Measures

·       On-time/on-budget delivery of OTTAVA™ service solution programs and readiness milestones.

·       Demonstrated improvements in service performance.

·       Delivery of annual productivity and cost savings targets with validated benefits realization.

·       High stakeholder satisfaction and adoption of tools, processes, and training across regions.

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:

Agile Decision Making, Agility Jumps, Analytics Insights, Cross-Functional Collaboration, Expectation Management, Leadership, Organizational Project Management, Organizing, Process Improvements, Program Management, Project Management Methodology (PMM), Project Management Office (PMO), Project Management Tools, Project Reporting, Quality Assurance (QA), Statement of Work (SOW), Technical Credibility

 

 

The anticipated base pay range for this position is :

Salary Range $102,000 - $177,100/ $118,000 - $203,550 Bay Area Only

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. 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 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 Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member Caregiver Leave – 10 days Volunteer Leave – 4 days Military Spouse Time-Off – 80 hours Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits