Global Customer Solutions Lead — Spain (Madrid)

Johnson & Johnson MedTech; 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

Recognition awards

Descripción de la vacante

Johnson & Johnson MedTech is seeking a Global Customer Solutions Manager Spain, based in Madrid. You will lead day-to-day service delivery, drive continuous improvement, and coach a local team with offshore support in Prague to achieve high-quality customer experiences across products and channels.

The role requires 8–10 years of experience, 2+ years of people management, and strong Lean/AI-driven improvements. English and Spanish proficiency are essential in a fast-paced healthcare environment.

Formación

• Minimum 8–10 years of relevant professional experience.
• Minimum 2 years of people management experience; distributed/remote teams preferred.
• Strong operational leadership with a track record in contact centers or customer operations.
• Experience in continuous improvement/Lean methodologies.
• Experience identifying digital solutions and AI in Customer Service.
• Excellent communication and partner leadership.

Responsabilidades

• Lead end-to-end customer service operations for Spain, incl. order management, returns, issues, SLA performance.
• Build relationships with commercial partners and key accounts; represent GCS in engagements.
• Drive process standardization, automation, and efficiency to improve customer experience.
• Ensure governance, controls, and regulatory compliance including SOX where relevant.
• Manage and develop Global Customer Solutions team; coaching and career planning.
• Sponsor transformation initiatives (digital CX, automation, AI) adapting global tools locally.
• Lead local and cross-site projects (tech rollouts, supply chain) using PE methods.

Conocimientos

Customer Centricity

CRM

Leadership

Customer Satisfaction

Customer Support Operations

Process Optimization

Team Management

Developing Others

Educación

Bachelor's degree

Advanced degree preferred

Herramientas

CRM

Descripción del empleo

Johnson & Johnson MedTech is seeking a Global Customer Solutions Manager Spain, based in Madrid. You will lead day-to-day service delivery, drive continuous improvement, and coach a local team with offshore support in Prague to achieve high-quality customer experiences across products and channels.

The role requires 8–10 years of experience, 2+ years of people management, and strong Lean/AI-driven improvements. English and Spanish proficiency are essential in a fast-paced healthcare environment.