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:

Sales Enablement

Job Sub Function:

Customer Success Management

Job Category:

Professional

All Job Posting Locations:

Santa Clara, California, United States of America

Job Description:

Johnson & Johnson's Family of Companies is recruiting for a Director, Customer Delivery, Polyphonic, within our Robotics & Digital Solutions organization. The preferred location for this position is Santa Clara, CA. Remote work may be considered on a case-by-case basis within the United States. A preferred candidate has been identified for consideration, however all applications will be considered.

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 surgery? Ready to join a team that’s reimagining how we heal? Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world. Your contributions will help effectively treat some of the world’s most prevalent conditions such as obesity, cardiovascular disease and cancer. Patients are waiting.

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

We are seeking a Director, Customer Delivery to lead the end-to-end deployment and support model across our digital surgery portfolio. This leader will own implementation, connectivity, technical support, and post-go-live stabilization, ensuring customers are deployed reliably, efficiently, and at scale.

The role requires strong operating judgment, customer-facing leadership, and execution discipline. The Director will build a repeatable delivery system across hospital environments, drive field readiness, reduce execution variability, and ensure the function scales through clear ownership, standard work, and performance management.

Key Responsibilities:

Own the end-to-end delivery model

• Lead the execution of site readiness, implementation, connectivity, technical support, and stabilization

• Establish clear ownership, stage gates, and handoffs across the delivery lifecycle

• Ensure reliable and repeatable deployment performance across customers and regions

Build a scalable delivery operating system

• Develop delivery playbooks, field standards, escalation paths, and management routines

• Drive consistent execution through standard work, governance, and performance discipline

• Reduce variability in go-live readiness, implementation cycle time, and issue resolution

Lead customer-facing delivery execution

• Serve as the senior leader accountable for frontline delivery performance

• Partner directly with hospital stakeholders, internal teams, and field resources to resolve execution barriers

• Ensure the delivery model is credible, disciplined, and trusted by customers and internal partners

Integrate implementation, connectivity, and support

• Build one coherent delivery system across implementation, connectivity, and support

• Ensure technical and operational issues are surfaced early and managed with speed and clarity

• Strengthen post-go-live stabilization and reduce avoidable escalations

Partner cross-functionally to enable scale

• Work closely with Customer Experience, Strategic Programs, Product, Engineering, Commercial, Service, and IT partners

• Provide field-informed input into product readiness, support requirements, and operational improvements

• Drive alignment between customer commitments and delivery capacity

Build talent and performance

• Lead and develop a high-performing delivery organization

• Clarify roles, expectations, and performance measures across the function

• Build a team capable of scaling globally without relying on heroics

Success Measures

• Improved implementation predictability and on-time delivery

• Stronger site readiness and first-pass connectivity success

• Faster stabilization and issue resolution post go-live

• Lower variability across customer deployments

• Clear operating cadence, stage gates, and escalation management

• Increased confidence from customers, commercial, product, and leadership in delivery execution

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Biomedical Engineering, or related field

• 10+ years leading implementation, service delivery, technical operations, or customer deployment in a healthcare, MedTech, digital health, or complex enterprise technology environment

• Strong track record building scalable delivery models across multiple customers, sites, or regions

• Experience leading cross-functional execution across customer-facing, technical, and operational teams

• Strong executive communication and ability to operate in ambiguity while creating structure

• Experience in hospital IT, connected systems, clinical workflows, or regulated deployment environments preferred

• Demonstrated ability to build standard work, operating cadence, and performance discipline at scale

Leadership Profile

• Customer-facing and execution-oriented

• Structured, calm, and decisive under pressure

• Strong operator, not just a problem solver

• Comfortable driving accountability across complex cross-functional environments

• Able to translate scale ambitions into practical delivery mechanisms

Other:

• This role may require up to 25% travel (International and Domestic).

• The anticipated base pay range is $150,000 to $258,750

  • If based out of the Bay Area, CA. the anticipated base pay range is $172,000 to $297,850

• A preferred candidate has been identified for consideration, however all applications will be considered.

Join our dynamic team and play a key role in redefining surgical care globally! Apply now to make a difference with Johnson & Johnson MedTech.

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 and 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, please email the Employee Health Support Center ([email protected]) or contact AskGS to be directed to your accommodation resource.

 

 

Required Skills:

 

 

Preferred Skills:

Consulting, Critical Thinking, Cross-Functional Collaboration, Customer Acquisition Strategy, Customer Centricity, Customer Journey Mapping, Customer Relationship Management (CRM), Customer Retentions, Customer Success Management (CSM), Fact-Based Decision Making, Mentorship, Performance Measurement, Relationship Building, Sales Enablement, Sales Support, Tactical Planning, Technical Credibility