Customer Service Operations Leader Iberia

Becton, Dickinson and Company; San Agustín del Guadalix; On-site; EUR 90,000 - 110,000; Full time

Benefits offered by this job

Total Rewards program

Job summary

BD (Becton, Dickinson, and Company) in Spain seeks a Customer Service Operations Leader Iberia to head Customer Care and Contract & Tender within the GBS–QTC model, driving reliable service, governance and process excellence.

You will own the Customer Service budget, lead about 45 Iberia employees with 4 direct reports, partner with Commercial leadership, and push digitalization, continuous improvement and compliance across the function.

Qualifications

• Proven leadership experience in customer service or related operations.
• Experience leading managers and large, geographically diverse teams.
• Strong track record in operational improvement and change management.
• Deep understanding of customer service, tender, contract, pricing and order-to-cash processes.

Responsibilities

• Lead Iberia Customer Service operations across Customer Care and Contract & Tender, ensuring high-quality service delivery, effective resource planning and strong operational performance.
• Act as strategic partner to Iberia Leadership and Commercial teams, aligning service priorities with business strategy, ensuring compliance and operational feasibility.
• Develop scalable Contract & Tender capabilities with robust governance, pricing compliance and contract implementation; support growth and margin improvement.
• Drive end-to-end QTC collaboration across Commercial, Supply Chain, Logistics, Order Management and Collections to improve processes through simplification and automation.
• Lead 4 direct reports and an Iberia team of ~45; ensure talent development, governance and regulatory compliance.

Skills

Leadership experience

Management of large teams

Strategic partnership

Process improvement

Budget management

Education

Bachelor’s or Master’s degree

Job description

Job Description

We are the people who give possibilities purpose BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

The Customer Service Operations Leader Iberia leads the Customer Care and Contract & Tender Organization within the GBS–QTC operating model. The role drives reliable service delivery, robust governance and process excellence, aligning operations with business objectives to enhance customer experience and commercial outcomes. The leader is accountable for operational performance, strategic business partnership, people leadership, digitalization and continuous improvement, while safeguarding compliance and operational feasibility.

Key Accountabilities

• Operational Leadership and Performance Lead Iberia Customer Service operations across Customer Care and Contract & Tender, ensuring high-quality service delivery, effective resource planning and strong operational performance. Own the Customer Service budget and drive service, quality, productivity, backlog and cost-to-serve performance, including resolution of critical operational and customer issues.
• Commercial and Customer Partnership Act as the strategic Customer Service partner to Iberia Leadership and Commercial teams, aligning customer commitments and service priorities with business strategy, compliance and operational feasibility. Support growth and customer value through reliable execution, differentiated services and continuous improvement opportunities.
• Contract & Tender Excellence Build scalable Contract & Tender capabilities and ensure robust governance, pricing compliance and effective contract implementation. Partner with Commercial on contracted price increases, revenue protection and initiatives supporting growth and margin improvement.
• QTC Excellence, Digitalization and Change Drive end-to-end QTC collaboration across Commercial, Supply Chain, Logistics, Order Management and Collections, improving processes through simplification, standardization and automation. Leverage QTC platforms, data and analytics to improve decision-making, performance and resource planning, while leading adoption of new processes and operating models.
• People Leadership and Governance Lead and develop 4 direct reports and an Iberia Customer Service organization of approximately 45 employees, building leadership capability, accountability, collaboration and a high-performance culture. Ensure strong talent and succession planning, regulatory and policy compliance, and represent Iberia within the European Customer Service Leadership Team, Iberia Country Leadership Team and relevant QTC forums.

Knowledge, Skills and Experience

• Bachelor’s or master’s degree, or equivalent relevant experience.
• Leadership experience in Customer Service, Contract & Tender or Quote-to-Cash operations.
• Proven experience leading managers and a large, functionally or geographically diverse organization.
• Demonstrated success delivering operational improvement and organizational change in a complex international matrix environment.
• Strong understanding of customer service, tender, contract, pricing and order-to-cash processes, controls and performance measures.
• Healthcare or MedTech experience is an advantage.

Fluency in Spanish and English; Portuguese is an advantage.

Salary range for this role: 90000€ - 110000€ + bonus + benefits

Why Join Us?

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive. We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

To learn more about BD visit https://bd.com/careers.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.

Primary Work Location ESP San Agustin del Guadalix

Additional Locations Work Shift

At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under "Our Commitment to You".

Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed. Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.

Salary Range Information €80,900.00 - €129,425.00 EUR Annual

BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.