Global Customer Solutions Manager Spain

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

Company Overview

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

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. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

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.
• Experience and skills: Required: 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.

Roles and Context

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 ManagementTeam Management

Salary

The anticipated base pay range for this position is: €61.800,00 - €106.260,00

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.
• 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
• service anniversary and recognition awards
• subject to the terms of their respective plans, employees - and in some location’s eligible dependents - can participate in several insurance plans.

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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/.

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