Global Customer Solutions Manager Spain

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

Job Function

Customer Management

Job Sub Function

Customer Service Operations

Job Category

People Leader

All Job Posting Locations:

Madrid, Spain

Job Description

Johnson & Johnson MedTech – Supply Chain is recruiting for a Global Customer Solutions Manager Spain, located in Madrid (ES) in our Global Customer Solutions, MT Supply Chain team.

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 https://www.jnj.com/

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Overview

We’re looking for an operationally focused and experienced people‑first leader to own a high‑performing country Global Customer Solutions organization. In this role, you’ll own day‑to‑day service delivery, drive continuous improvement and process excellence, and lead directly a local team to deliver consistent, high‑quality customer experiences across products and channels. You will also have indirect accountability over the offshore team based in Prague. This role is both hands‑on and strategic — balancing metrics and coaching to keep operations smooth while supporting broader commercial collaboration and enterprise project initiatives. The GCS Manager Spain will adapt global standards to local realities, build strong teams across borders, and ensure operational excellence through transformational change.

Key Responsibilities

• 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.

Qualifications

Education:

Minimum Bachelor's degree ; Advanced degree preferred.

Required

Experience and skills:

• 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.


• Experienced 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.


• Solid analytical skills and comfort with metrics, reporting and basic data analysis tools (MS Excel, PowerPoint).

Preferred

• Experience in customer service operations or supply chain in a multi-country environment, familiarity with contact center platforms, CRM systems and EDI/API customer channels.


• Direct experience working in relevant EMEA markets with knowledge of local and regional regulatory and commercial environments


• Background in MedTech, healthcare, or life sciences


• Prior experience leading site-level transformations and multi-site collaboration.

Other

• Language requirements: proficient English & Spanish is required


• Other language knowledge as added value

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

Required Skills

Customer Centricity, Customer Relationship Management (CRM), Leadership

Preferred Skills

Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Efficiency Analysis, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Performance Measurement, Process Optimization, Quality Services, Resource Management, Team Management

The Anticipated Base Pay Range For This Position Is

€61.800,00 - €106.260,00

Benefits

In addition to base pay, we offer the following benefits*: an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees’ and companies’ performance of the previous calendar year, or sales commissions. Moreover, we offer vacation days, parental leave for a minimum of 12 weeks, bereavement leave, caregiver leave, volunteer leave, well-being reimbursement, programs for financial, physical and mental health. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location’s eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers.

• This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.