Global Customer Solutions Leader (Spain)

Johnson & Johnson Innovative Medicine; Madrid; Presencial; EUR 64.000 - 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 – Global Customer Solutions is seeking a Spain-based GCS Manager to lead day‑to‑day service delivery, drive continuous improvement, and manage a local team with offshore support from Prague. You will balance hands-on operations with strategic initiatives across channels and products.

The role requires strong leadership, experience in customer operations, and ability to adapt global standards to local market realities in Madrid.

Formación

• Minimum 8–10 years of relevant professional experience.
• Minimum 2 years of people management experience; experience managing distributed or remote teams preferred.
• Strong operational leadership with a track record of meeting service, quality and cost targets in complex contact centers or customer operations.
• Demonstrated experience in continuous improvement/Lean methodologies and driving process improvements.
• Experience in identifying digital solutions and implementing AI into the world of Customer Service
• Excellent communication and partner leadership skills; comfortable interacting with commercial leaders and cross‑functional partners.

Responsabilidades

• Lead end-to-end customer service operations for Spain, leading all aspects of order management, returns, critical issues, and SLA performance; serve as the first point of escalation for the Swiss & Austrian commercial Surgery & EP/NV organization
• Build and sustain strong relationships with key commercial partners and strategic customer accounts; represent Global Customer Solutions in commercial and supply chain engagements and support high priority customer critical issues.
• Drive operational excellence by standardizing processes, reducing manual touchpoints, increasing automation and improving interaction and transaction efficiency to elevate the customer experience.
• Ensure consistent application of policies, controls and regulatory requirements (including SOX where relevant); own functional governance, risk controls, and operational continuity planning.
• Lead people management for the Global Customer Solutions team: motivate, coach, and develop front line leaders; run performance conversations, career development planning, retention initiatives, and succession readiness.
• Sponsor and manage transformation and continuous improvement initiatives (digital CX, automation, process harmonization, AI solutions); adapt global tools and frameworks to local market requirements.
• Lead project management for local and cross site strategic projects (technology rollouts, supply chain initiatives, process redesign) and apply continuous improvement/PE methods to solve operational problems.

Educación

Bachelor's degree

Advanced degree

Herramientas

MS Excel

PowerPoint

CRM systems

EDI/API

Descripción del empleo

Johnson & Johnson MedTech – Global Customer Solutions is seeking a Spain-based GCS Manager to lead day‑to‑day service delivery, drive continuous improvement, and manage a local team with offshore support from Prague. You will balance hands-on operations with strategic initiatives across channels and products.

The role requires strong leadership, experience in customer operations, and ability to adapt global standards to local market realities in Madrid.