Global Customer Solutions Manager 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

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

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.