Global Customer Solutions Manager Alpine

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 Global Customer Solutions Manager Alpine located in Zug (CH) 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 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 and experienced peoplefirst leader to own a highperforming country Global Customer Solutions this role youll own daytoday service delivery drive continuous improvement and process excellence and lead directly a local team to deliver consistent highquality customer experiences across products and channels. You will also have indirect accountability over the offshore team based in Prague. This role is both handson and strategic balancing metrics and coaching to keep operations smooth while supporting broader commercial collaboration and enterprise project initiatives. The GCS Manager Alpine 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 Switzerland & Austria (Alpine) 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 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 & German 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 internal employees contact AskGS to be directed to your accommodation resource.

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