Senior Manager, Global Customer Solutions South

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at .

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.

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Johnson & Johnson MedTech Supply Chain is recruiting for a Senior Manager Global Customer Solutions South located in Madrid (ES) Rome (IT) Lisbon (PT) and Athens (GR) in our Global Customer Solutions MT Supply Chain team.

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings we recommend focusing on the specific country(s) that align with your preferred location(s):

Madrid (ES) Rome (IT) Lisbon (PT)- Requisition Number: R-080643

Athens (GR)- Requisition Number: R-083203

Remember whether you apply to one or all of these requisition numbers your applications will be considered as a single submission.

About MedTech

Fueled by innovation at the intersection of biology and technology were 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 looking for an operationally focused regionally experienced peoplefirst leader to own a highperforming regional Customer Solutions this role youll own daytoday service delivery drive continuous improvement and process excellence and lead a multitiered team to deliver consistent highquality customer experiences across products and channels. This role is both handson and strategic balancing metrics and coaching to keep operations smooth while supporting broader regional and enterprise initiatives. This leader 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 across Spain Italy Portugal and Greece leading all aspects of order management returns critical issues and SLA performance; serve as the senior escalation point for the South region.
• Build and sustain strong relationships with key commercial partners and strategic customer accounts; represent Customer Solutions in commercial and supply chain engagements and support high priority customer critical issues.
• Drive operational excellence by standardizing processes reducing manual touchpoints 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 Customer Solutions team: recruit 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 Bachelors degree ; Advanced degree preferred.

Experience and skills:

Required:

• Minimum 810 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 crossfunctional 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 required
• Local language knowledge added value
• Up to 30% travel may be required

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 internal employees contact AskGS to be directed to your accommodation resource.

If you are under 18 years of age you (the candidate) may need to obtain the necessary working papers or other documentation required by state law to start the assignment as well as get a parents consent for the background check.

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The anticipated base pay range for this position is:

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 locations 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.