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:** Customer Management **Job Sub** **Function:** Customer Service Operations **Job Category:** People Leader **All Job Posting Locations:** Irvine, California, United States of America **Job Description:** Johnson & Johnson MedTech Electrophysiology is recruiting for a Manager, Customer Support within the Electrophysiology (EP) business unit based in Irvine, CA. 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/.  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 Cardiovascular? Ready to join a team that’s reimagining how we heal? Our Cardiovascular team develops leading solutions for heart recovery, electrophysiology, and stroke. You will join a proud heritage of continually elevating standards of care for stroke, heart failure and atrial fibrillation (AFib) patients. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech . **Position Overview** We are seeking a transformational leader to join our Commercial Operations organization as a Manager, Customer Support. This high-impact role is designed for a trailblazer who thrives on challenging the status quo, identifying bold opportunities to innovate, streamline processes, and elevate team performance. Based in Irvine, CA, this individual will serve as a strategic bridge between Customer Support and the Commercial Sales organization, driving execution of programs that fuel our commercial growth at Johnson & Johnson MedTech Electrophysiology (EP). This role is ideal for a forward-thinking, people-focused leader who embraces change, fosters innovation, and is passionate about developing future leaders. You will oversee a team responsible for customer onboarding, capital and disposable program management and execution, and field sales support—building a culture rooted in accountability, agility, and continuous improvement. The ideal candidate will exhibit strong business acumen, thrive on cross-functional collaboration, and a customer-first mindset. **Key Responsibilities** People Leadership & Team Development Inspire, mentor, and elevate a team of emerging leaders—fostering a high-performance, growth mindset culture. Ensure your team is equipped with the tools, training, and business acumen needed to deliver exceptional support and strategic insights. Champion inclusivity and empower the team to take initiative, solve problems creatively, and lead change. Innovative Program Development & Execution Drive the creation, launch, and optimization of high-impact commercial programs that enhance customer experience and accelerate growth. Lead strategic initiatives that simplify operations, reduce complexity, and create scalable solutions for the field sales team. Manage Johnson & Johnson MedTech Electrophysiology’s evaluation and rental programs from end to end, including contract creation, negotiation, and execution within approved guidelines. For competitive trade-in programs, ensure compliance tracking and reporting in accordance with established policies and procedures. Oversee the Samples program in collaboration with the field sales organization, ensuring strict adherence to internal policies, compliance guidelines, and documentation requirements. Deliver insightful program reporting and dashboards to leadership, including Open Payments and compliance reporting related to Healthcare Compliance policies. Field Partnership & Commercial Agility Function as a trusted strategic partner to the Commercial Sales team, delivering tailored solutions and supporting field needs through program design, data analytics, and customer engagement strategies. Proactively equip the sales force with order, program, and historical data to enable smarter decision-making and stronger customer interactions. Operational Excellence & System Optimization Lead continuous improvement efforts to optimize order management and overall commercial support. Maintain and enhance tools, SOPs, and digital resources to enable efficiency and compliance across all touchpoints. Leverage expertise in ERP, CRM, and subscription platforms to drive system enhancements and ensure data integrity. Compliance, Risk Management & Cross-Functional Collaboration Champion regulatory and compliance standards through proactive risk mitigation strategies and cross-functional alignment. Partner across Legal, Health Care Compliance, Supply Chain, Finance, and Regulatory to execute integrated and compliant programs. Navigate and resolve complex operational issues with clarity and urgency. Strategic Initiatives & Transformation Lead department-wide initiatives including system upgrades, sustainability efforts, and enterprise-wide process harmonization. Influence strategic direction through your bold ideas, customer-focused solutions, and ability to mobilize resources toward meaningful change. **Qualifications** **Required** Bachelor’s degree in Business, Marketing, Finance, or related field. 6+ years of progressive experience in Customer Support, Sales Support, or Program Management—ideally in the medical device, life sciences, or regulated industries. Demonstrated ability to drive change, lead teams, and build scalable, customer-focused solutions. Experience with capital equipment order management, including coordination of complex fulfillment processes, pricing execution and validation, and customer alignment. Advanced skills in ERP/CRM tools (JDE, SAP, Salesforce) and subscription platforms (e.g., Zuora preferred). Excellent communication, storytelling, analytical, and stakeholder engagement skills. Proven experience leading cross-functional projects and managing through complexity. **Preferred** Advanced degree (MBA or equivalent). Familiarity with commercial contracting, compliance frameworks, and order management in MedTech. Passion for leadership development and fostering a culture of innovation. **Additional Responsibilities** Ensure full compliance with company policies and all applicable regulatory requirements. Integrate Johnson & Johnson’s Credo and Leadership Imperatives into daily decision-making and team culture. Perform other responsibilities as assigned. The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis. · + Employees and/or eligible dependents may be 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. + Employees may be 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. + Employees are eligible for the following time off benefits: + Vacation – up to 120 hours per calendar year + Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar year + Holiday pay, including Floating Holidays – up to 13 days per calendar year of Work, Personal and Family Time - up to 40 hours per calendar year + Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market. 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 ( ra-employeehealthsup@its.jnj.com ) or contact AskGS to be directed to your accommodation resource. **The anticipated base pay range for this position is :** $100,000 to $172,500 Additional Description for Pay Transparency: