Global Customer Solutions Manager Spain

En Johnson & Johnson creemos que la salud lo es todo. Nuestra fuerza en la innovación en la atención médica nos permite construir un mundo en el que se eviten, traten y curen enfermedades complejas, en el que los tratamientos sean más inteligentes y menos invasivos, y las soluciones sean personales. A través de nuestra experiencia en Medicina Innovadora y MedTech, estamos en una posición única para innovar en todo el espectro de soluciones de atención médica de hoy para ofrecer los avances del futuro y afectar profundamente a la salud para la humanidad. Obtenga más información en jnj.com Guiados por nuestro Credo, en Johnson & Johnson somos responsables de nuestros empleados que trabajan con nosotros en todo el mundo. Proporcionamos un entorno laboral inclusivo donde cada persona es tratada como individuo. En Johnson & Johnson, respetamos la diversidad y la dignidad de nuestros empleados y reconocemos sus méritos. Función de trabajo: Customer Management Subfunción de trabajo: Customer Service Operations Categoría de trabajo: People Leader Todas las ubicaciones de colocación de trabajo: Madrid, Spain Descripción del trabajo: 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. Habilidades requeridas: Centricidad del cliente, Gestión de relaciones con el cliente (CRM), Liderazgo Habilidades deseables: Análisis de eficiencia, Desarrollo de otros, Gestión de equipos, Gestión de recursos, Inteligencia emocional, Liderazgo inclusivo, Medición del rendimiento, Operaciones de asistencia al cliente, Optimización de Procesos, Plataformas de asistencia al cliente, Políticas y procedimientos de asistencia al cliente, Satisfacción del cliente, Servicios de calidad, Tendencias de asistencia al cliente, Toma de decisiones basadas en hechos El intervalo de salario base anual previsto para esta posición es: €61.800,00 - €106.260,00 Beneficios: Además del salario base, ofrecemos los siguientes beneficios*: Una bonus variable anual con un objetivo o target preestablecido (% del salario fijo) en función del pay grade/ubicación, donde el importe a percibir se basa en el desempeño que hayan tenido durante el año natural anterior tanto los empleados como las empresas, o comisiones de ventas. Además, ofrecemos días de vacaciones, permiso parental por un mínimo de 12 semanas, permiso por duelo, permiso para cuidadores, permiso de voluntariado, reembolso de bienestar, programas de salud financiera, física y mental. Además, ofrecemos premios por aniversario de servicio y reconocimiento, y con sujeción a los términos de sus respectivos planes, los empleados, y los dependientes elegibles de algunas ubicaciones, pueden participar en varios planes de seguro. Para obtener más información, visite Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers. *Lo anterior se facilita con fines exclusivamente informativos. Los importes y los beneficios reales pueden variar según la ubicación y están sujetos a cambios.