Customer Service Manager Jobs 2026 at Johnson & Johnson Markham Ontario Canada
Johnson & Johnson is recruiting a Customer Service Manager for their J&J Surgical Vision team based in Markham, Ontario. The annual compensation ranges from $87,000 to $140,300, reflecting the seniority and responsibility this management role carries within one of the world’s most recognized healthcare companies.
This position suits experienced professionals with backgrounds in customer service operations, logistics, or healthcare delivery who are ready to lead teams, develop talent, and drive process improvements. If you have four-plus years of relevant experience and want to manage customer-facing operations at a global medical device company, this opportunity offers meaningful career advancement.
Job Overview
J&J Surgical Vision Canada handles ophthalmic surgical products requiring precise logistics, inventory management, and responsive customer service. The Customer Service Manager reports directly to the Commercial Excellence Senior Manager, sitting within a leadership structure that influences how the Canadian business serves healthcare providers and commercial partners.
Your core responsibility involves managing the complete interface between customers and the J&J Surgical Vision Canada business. This covers team leadership, talent development, process improvement, and compliance maintenance. You’ll develop team priorities aligned with organizational strategy while building relationships with commercial stakeholders, internal departments, and external customers.
The role balances people leadership with operational oversight. Recruiting, training, and developing analyst team members falls within your scope alongside managing inventory communications, backorder resolution, and cross-functional collaboration with Sales, Marketing, Supply Chain, and SAP technical teams.
Available Positions
Customer Service Manager
The manager position covers several operational areas simultaneously. Customer engagement and experience management ensure healthcare clients receive responsive, professional service throughout their interactions with J&J Surgical Vision Canada.
Contact center management means overseeing how your analyst team handles incoming customer communications, maintaining quality standards and response efficiency. You’ll collaborate with SAP technical teams and US Deliver functions on system design processes, risk assessments, functionality reviews, and user acceptance testing executions.
Inventory monitoring responsibilities require you to track incoming stock volumes and liaise with Supply and Planning teams to determine arrival timelines. When backorders occur, you’ll lead communications with distribution and delivery partners to plan prompt resolution once inventory becomes available.
Interfacing with Sales and Marketing teams helps determine optimal product allocation strategies for incoming inventory. Keeping these stakeholders informed through timely, accurate updates ensures commercial teams can manage customer expectations and sales activities appropriately.
Global Deliver project support and mitigation management round out your responsibilities, connecting local Canadian operations with broader J&J international systems and initiatives.
Eligibility Criteria
Johnson & Johnson seeks candidates combining academic qualifications with meaningful management experience in relevant industries.
Educational Background
A Bachelor’s degree is required for this position. Degrees focused on Business, Processes, Delivery, Customer Service, or related disciplines are preferred, though Johnson & Johnson considers equivalent combinations of education and professional experience demonstrating relevant competencies.
Professional Experience
Minimum four years of total relevant experience is required. This should include proven team management responsibilities within logistics, industrial, customer service, or delivery environments. Pharmaceutical or healthcare sector background is preferred given the regulatory complexity and compliance requirements inherent in medical device operations.
Experience actively leading customer-facing operations teams is strongly preferred, demonstrating your ability to manage both the people side and the operational side of service delivery simultaneously. Strong knowledge of regulatory compliance and safety standards applicable to healthcare and Medtech industries further strengthens candidacy.
Age Requirements
No age restrictions apply. Johnson & Johnson evaluates candidates based on qualifications, experience, and demonstrated leadership capabilities.
How to Apply
Johnson & Johnson manages recruitment through their official careers portal.
Visit the official posting at Johnson & Johnson careers portal where complete job details and the application interface are available.
Review the full position description carefully, paying attention to the global delivery support and SAP collaboration requirements to assess your relevant experience accurately.
Prepare your resume highlighting team management achievements, customer service operational leadership, healthcare or pharmaceutical industry experience, and any process improvement initiatives you’ve successfully implemented.
Quantify your leadership experience where possible, such as team sizes managed, efficiency improvements achieved, customer satisfaction metrics improved, or cost reduction projects delivered.
Complete the J&J careers application form with accurate personal information, educational details, and professional history. Upload your updated resume along with any supporting documentation.
Submit your application and monitor your email for responses from Johnson & Johnson’s talent acquisition team regarding next steps in their selection process.
Important Instructions
Management roles at global healthcare companies attract highly qualified applicants, making differentiation important. Emphasize specific leadership accomplishments rather than general management duties, focusing on measurable outcomes your teams achieved under your direction.
If you have SAP experience or familiarity with enterprise resource planning systems used in healthcare logistics, highlight this specifically given the collaboration with SAP technical teams mentioned in responsibilities.
Healthcare or pharmaceutical sector background strengthens applications considerably. Even adjacent experience in regulated industries with compliance requirements demonstrates your understanding of the operating environment J&J navigates daily.
Deadline
The job posting does not specify an application deadline, indicating Johnson & Johnson reviews candidates on a rolling basis. Submitting your application promptly ensures earlier consideration before the position fills with strong candidates.
Additional Career Resources
While exploring management opportunities, consider browsing feature animation jobs 2026 for diverse career opportunities across different creative and professional industries.
Common Questions
Is healthcare industry experience mandatory or just preferred?
The posting lists pharmaceutical or healthcare sector experience as preferred rather than mandatory, meaning candidates from logistics, industrial, or customer service management backgrounds outside healthcare can apply. However, strong knowledge of healthcare and Medtech regulatory compliance and safety standards is also listed as preferred, suggesting J&J values industry familiarity for faster operational effectiveness. If your background is outside healthcare, demonstrating transferable regulatory compliance experience from other regulated industries helps bridge this gap in your application.
What does collaborating with SAP technical teams actually involve?
The SAP collaboration component involves working with technical teams on system design processes, reviewing potential risks and functionalities within SAP systems used for order management and delivery operations, and participating in user acceptance testing when system changes or enhancements are implemented. This doesn’t necessarily require you to be a technical SAP expert, but familiarity with SAP environments as a business user or operations manager helps you contribute meaningfully to these discussions and represent customer service operational requirements during technical implementations.
How does backorder management fit into this customer service role?
Backorder management represents a critical customer satisfaction function in medical device companies where product availability directly affects surgical procedures and clinical operations. Your responsibility involves monitoring incoming inventory, coordinating with supply chain teams on arrival timelines, leading communications with distribution partners to prioritize clearance when stock arrives, and working with Sales and Marketing on allocation decisions when inventory is limited. This requires balancing customer urgency, commercial priorities, and operational realities through clear communication and proactive problem-solving across multiple internal stakeholders simultaneously.
Final Thoughts
Johnson & Johnson’s Customer Service Manager position in Markham offers compelling leadership opportunities within a globally recognized healthcare company. The annual compensation between $87,000 and $140,300, combined with the strategic scope of managing customer operations for J&J Surgical Vision Canada, creates attractive packages for qualified management professionals.
If you hold a Bachelor’s degree, bring four-plus years of customer service or logistics management experience, demonstrate team leadership capabilities, and ideally carry healthcare or pharmaceutical industry background, submit your application through J&J’s careers portal emphasizing your operational leadership achievements and people development accomplishments.
