Operations Leader: Customer Service & Revenue Ops

Fournier Redes España; Madrid; On-site; EUR 55,000 - 88,000; Full time

Job summary

Johnson & Johnson in Madrid seeks a Customer Service Operations Lead for Orthopaedics to drive day-to-day performance across Order Management, Asset Operations and Revenue Operations, ensuring orders convert to invoices and revenue remains aligned with commitments.

You will lead a high-volume customer service team, coordinate with planning, logistics, finance and quality, and embed controls, risk management and continuous improvement in daily workflows.

Qualifications

• Five+ years in Customer Service, Order Management, or Supply Chain Operations.
• Experience leading teams or coordinating complex operational workloads.
• Experience managing backlog, service levels, risk and cross-functional dependencies.
• Understanding of order-to-invoice processes and related controls.
• Experience with ERP/CRM and performance data.

Responsibilities

• Own workload, backlog, service quality and productivity across Order Management, Asset Operations and Revenue Operations.
• Decide prioritisation when capacity is constrained to protect customer and revenue.
• Ensure critical exceptions and blocked transactions have owners and clear escalation.
• Provide visibility of issues impacting customers, surgical commitments, asset availability or revenue.
• Coordinate with Planning, Logistics, Finance, Quality and Commercial teams.
• Deliver accurate information and timely actions without overriding partner functions.
• Set team expectations and develop capability across key workflows.
• Maintain backups and reduce dependency on a small number of individuals.
• Collaborate with BPOs and Transformation teams to sustain improvements.

Skills

Strong people leadership

Operational leadership

Prioritise workload

Decision making under pressure

Clear communication

Cross-functional collaboration

Problem solving

Ownership and accountability

Integrity and controls

People development

Education

Graduate degree in Business / Supply Chain / Operations

Tools

ERP

CRM

Reporting tools

Job description

Johnson & Johnson in Madrid seeks a Customer Service Operations Lead for Orthopaedics to drive day-to-day performance across Order Management, Asset Operations and Revenue Operations, ensuring orders convert to invoices and revenue remains aligned with commitments.

You will lead a high-volume customer service team, coordinate with planning, logistics, finance and quality, and embed controls, risk management and continuous improvement in daily workflows.