Job Function:Customer ManagementJob Sub Function:Customer Service OperationsJob Category:People LeaderAll Job Posting Locations:Madrid, SpainJob Description:About MedTechFueled 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/medtechOverall purpose of jobThe Customer Service Digital Innovation & Process Control Lead is responsible for driving digital enablement, process excellence, and continuous improvement across Customer Service operations. This role leads the development and implementation of innovative, technology-enabled solutions that enhance customer experience, increase operational efficiency, and strengthen end-to-end process performance. By leveraging automation, analytics, and strong partnerships with technical service providers and cross-functional stakeholders, the role ensures robust, standardized processes, promotes best practices, and supports data-driven decision-making to deliver exceptional service to customers and business partners.Key responsibilities :Lead local and regional projects to improve customer experience, process efficiency, and digital solution adoption.Coordinate team operations, including workload distribution, backups, vacation planning, and absence management.Drive continuous improvement initiatives, automation, and orchestration using digital tools, AI, and analytics.Lead or support Customer Service workstreams in new product introductions, process enhancements, and system implementations.Monitor team performance, internal controls, KPIs, and reporting to support data-driven decision-making.Ensure proactive issue management, stakeholder communication, and recovery planning.Coordinate customer surveys, audits, and compliance-related activities.Oversee system controls,



transportation and warehouse issue resolution, and adherence to segregation of duties requirements.Collaborate with Customer Service, End-to-End teams, and cross-functional stakeholders to optimize processes and service delivery.Maintain product knowledge and ensure full compliance with J&J policies, procedures, and applicable regulations.Essential RequirementsStrong communication and stakeholder management skills.Customer-centric mindset with the ability to build effective relationships with internal and external stakeholders.Excellent collaboration and cross-functional teamwork capabilities.Strong analytical, problem-solving, and organizational skills with high attention to detail.Demonstrated leadership skills with the ability to influence and drive change.High level of integrity, accountability, and professionalism.Results-oriented with a proactive approach and strong sense of urgency.Adaptable and resilient in a fast-paced, changing environment.Continuous improvement mindset with a passion for innovation and operational excellence.Optional Preferred QualificationsExperience with automation tools, AI solutions, Python, Power Automate, or process orchestration technologies.Experience in Customer Service, Order-to-Cash, or End-to-End Supply Chain operations.Lean Six Sigma, Continuous Improvement, or Project Management certification is an advantage.Main ImprovementsElevated the profile from an operational role to a Digital Innovation & Process Control Lead level.Consolidated overlapping requirements.Added competencies related to leadership, innovation, automation, stakeholder management, and change management .Used language commonly found in Johnson & Johnson and MedTech leadership job descriptions.Required Skills:AI FrameworksAI PromptingMicrosoft Power Business Intelligence (PBI)Python for Data AnalysisSQL ScriptPreferred Skills:Customer CentricityCustomer InteractionsCustomer Service PhilosophyCustomer Support OperationsCustomer Support PlatformsCus#J-18808-Ljbffr

📌 Customer Service Digital Innovation And Process Control Lead (Madrid)
🏢 Johnson Johnson
📍 Madrid