Senior Manager Customer Solution

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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Job Description:

Johnson & Johnson is hiring a SeniorManager Customer Solutions SEA to lead customer service andlogisticsoperations across Southeast Asia. This role focuses on driving service excellence process standardization and stakeholder collaboration within a complex supply chain environment.

The rolewill ensuresafe compliant costeffective and customerfocused distribution operationsleveraginginternal capabilities and thirdpartylogistics(3PL) partners to deliver bestinclass service aligned with business growth customer expectations and regulatory requirements.

Key Responsibilities:

1. Customer Solutions Operations SEA

• Lead and oversee customer solutions and customer service operations across SEA markets.

• Ensure consistent execution of customer order management enquiries issue resolution and service processes.

• Drive alignment to global and APAC Customer Solutions standards while addressing local market needs.

2. Service Performance Management

• Own regional Customer Solutions KPIs including customer satisfaction service levels order accuracy and issue resolution.

• Establish performance tracking reporting and governance routines across SEA markets.

• Lead regular service reviews and implement corrective actions to address performance gaps.

3. Stakeholder & Customer Partnership

• Act as a key point of contact for commercial sales and key customer stakeholders across SEA.

• Partner closely with DELIVER functions (Warehouse & Distribution Transport Inbound & Customs Planning) to resolve customer issuesendtoend.

• Support customer engagement and escalation management for significant service or delivery issues.

4. ProcessStandardization& Continuous Improvement

• Drivestandardizationof customer solutions processes across SEA to improve consistency efficiency and scalability.

• Lead or support continuous improvement initiatives focused on service quality cycle time reduction and operational effectiveness.

• Contribute to regional andAPACledtransformation initiativesimpactingCustomer Solutions.

5. People Leadership & Capability Building

• Lead coach and develop Customer Solutions teams across SEA markets (directly ormatrixmanaged).

• Build capability in customer service excellence problem solving andcrossfunctionalcollaboration.

• Support talent development succession planning and engagement across the SEA Customer Solutionsorganisation.

6. Compliance Quality & Risk

• Ensure Customer Solutions activitiescomply withQuality Management Systems regulatory requirements and internal policies.

• Support audit readiness and issue management related to customer service processes.

• Identifycustomerrelatedrisks and work with DELIVER leaders to implement mitigation plans.

Experience & Qualifications

• Bachelors degree in Business Supply Chain Operations or related discipline (or equivalent experience)
• Minimum 6 years of experienceinCustomer Solutions Customer Service DELIVER or Supply Chain roles ideally within SEA or APAC regions.

• Experienceoperatinginmultimarket crosscultural environments.

• Exposure to regulated industries (e.g. medical devices pharmaceuticals FMCG) preferred.

Key Capabilities & Skills

• Strong understanding of customer solutions / customer service operations within complex supply chain environments.

• Proven experience managing service performance across multicountry or regional scopes.

• Strong stakeholder management and influencing capability across commercial and operational teams.

• Ability to translate customer insights into operational and process improvements.

• Datadriven mindset withstrong performanceand problemsolvingskills.

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