Global Customer Solutions Manager Spain

Job Function

Customer Management

Job Sub Function

Customer Service Operations

Job Category

People Leader

All Job Posting Locations:

Madrid, Spain

Job Description

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.

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.

Required

Experience and skills:

• 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 r