Customer Service Operations Lead - Orthopaedics

Johnson & Johnson Co.; Madrid; On-site; EUR 65,000 - 90,000; Full time

Job summary

Johnson & Johnson in Madrid is seeking a Customer Management professional to lead the day-to-day operations of the DS Customer Service organization across Order Management, Asset Operations and Revenue Operations, aligning demand with orders and ensuring timely invoice processing.

You will coordinate with Planning, Logistics, Warehouse, Finance and Quality, manage workload, backlogs, and drive continuous improvements, while upholding company policies and compliance standards.

Qualifications

• Five or more years of experience in Customer Service, Order Management, Supply Chain Operations or a comparable operational environment.
• Experience leading teams or coordinating complex operational workloads.
• Experience managing backlog, service levels, operational risk and cross-functional dependencies.

Responsibilities

• Own workload, backlog, service quality and productivity across Order Management, Asset Operations and Revenue Operations.
• Decide how work is prioritised when capacity is constrained and ensure that customer-critical activities receive attention.
• Coordinate execution with Planning, Logistics, Warehouse, Finance, Quality and Commercial teams.
• Provide management visibility of issues affecting customers, surgical commitments, asset availability or revenue.
• Promote cross-training and ensure clear ownership and escalation paths for issues.

Job description

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: Customer Management

Job Sub Function: Customer Service Operations

Job Category: People Leader

All Job Posting Locations: Madrid, Spain

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.

Overall purpose of job

Lead the day-to-day performance of the operational DS Customer Service organization across Order Management, Asset Operations and Revenue Operations. Ensure customer demand is converted into a valid and released order, required product or assets are operationally available and controlled, and completed activity is converted into an accurate invoice. Connect operational execution with customer commitments, surgical activity and revenue. Establish priorities, allocate capacity and maintain control when demand, exceptions or cross-functional dependencies place service performance under pressure.

Essential duties and responsibilities

• Own workload, backlog, service quality, operational risk and productivity across Order Management, Asset Operations and Revenue Operations.
• Decide how work is prioritised when capacity is constrained and ensure that customer-critical and revenue-critical activities receive appropriate attention.
• Ensure critical exceptions, aged work and blocked transactions have clear owners, escalation paths and follow-through.
• Provide management visibility of issues that could affect customers, surgical commitments, asset availability or revenue.
• Coordinate execution with Planning, Logistics, Warehouse, Finance, Quality, Commercial and other Supply Chain teams.
• Resolve issues that sit within Customer Service and make cross-functional ownership gaps, dependencies and required decisions visible.
• Ensure Customer Service provides accurate information, timely action and clear follow-through without taking over the accountability of partner functions.
• Set team expectations, review performance, develop specialist capability and promote cross-training across critical workflows.
• Reduce operational dependency on a small number of experienced individuals and maintain appropriate back-up coverage.
• Work with BPOs and Continuous Improvement & Transformation to implement agreed standards and sustain improvements in daily work.
• Monitor operational reliability, transaction accuracy, backlog, service risk, asset performance and revenue-related workflow performance.
• Respect and work according to applicable Business Conduct, HCC, SOX, compliance and company policies.

Other features of the job

• Strong operational leadership and timely decision-making in a high-volume environment.
• Ability to connect execution, customer outcomes, surgical commitments and revenue.
• People leadership focused on accountability, capability, cross-training and operational resilience.
• Cross-functional coordination and clear management of ownership, escalation and dependencies.
• High attention to service quality, operational controls, risk and accurate execution.
• Action-oriented approach and ability to maintain priorities under pressure.

Essential knowledge and skills

• Experience: Five or more years of experience in Customer Service, Order Management, Supply Chain Operations or a comparable operational environment.
• Demonstrated experience leading teams or coordinating complex operational workloads.
• Experience managing backlog, service levels, operational risk, exceptions and cross-functional depen