Global Customer Solutions Lead — Madrid, Healthcare Ops

8500-Johnson & Johnson, S.A. Legal Entity; Madrid; Presencial; EUR 62.000 - 106.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual bonus

Vacation days

Parental leave

Well-being reimbursement

Descripción de la vacante

Johnson & Johnson MedTech seeks a Global Customer Solutions Manager for Spain, based in Madrid, to lead day‑to‑day service delivery and coach a local team while aligning with offshore Prague and cross‑functional partners.

You will own end‑to‑end operations, drive continuous improvement, and implement digital CX initiatives across supply chain. Fluent English and Spanish required; prior multi-country customer service experience is a plus, with emphasis on operational excellence.

Formación

• Minimum Bachelor's degree; advanced degree preferred.
• 8–10 years of relevant professional experience.
• 2+ years of people management experience; distributed or remote teams preferred.
• Strong operational leadership with a track record of meeting service, quality and cost targets.
• Experience identifying digital solutions and implementing AI into customer service.

Responsabilidades

• Lead end-to-end Spain customer service operations including order management and SLA performance.
• Build relationships with key commercial partners and strategic customer accounts.
• Drive operational excellence by standardizing processes and increasing automation.
• Ensure governance, risk controls and operational continuity across the function.
• Lead people management for the Global Customer Solutions team and develop front line leaders.
• Sponsor transformation and continuous improvement initiatives across CX, automation and AI.
• Lead project management for local and cross-site strategic initiatives.

Conocimientos

People leadership

Operational leadership

Lean methodologies

AI in CX

Communication

Data analysis

Customer service operations

Educación

Bachelor's degree

Advanced degree

Herramientas

CRM platforms

EDI/API

Contact center platforms

Descripción del empleo

Johnson & Johnson MedTech seeks a Global Customer Solutions Manager for Spain, based in Madrid, to lead day‑to‑day service delivery and coach a local team while aligning with offshore Prague and cross‑functional partners.

You will own end‑to‑end operations, drive continuous improvement, and implement digital CX initiatives across supply chain. Fluent English and Spanish required; prior multi-country customer service experience is a plus, with emphasis on operational excellence.