Job Function Customer Management Customer Service Operations Johnson & Johnson MedTech – Supply Chain is recruiting for a Global Customer Solutions Manager Spain, located in Madrid (ES) in our Integral Customer Solutions, MT Supply Chain team. 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.

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 General 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.

Minimum

Bachelor's degree ; Minimum 2 years of people management experience; Strong operational leadership with a track record of meeting service, quality and cost targets in complex contact centers or customer operations. Experienced in identifying digital solutions and implementing AI into the world of Customer Service comfortable interactingwith commercial leaders and cross‐functional partners. Solid analytical skills and comfort with metrics, reporting and basic data analysis tools (MS Excel, PowerPoint).

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 Language requirements: proficient English & Spanish is required 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.

Customer

Centricity, Customer Relationship Management (CRM), Leadership Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Efficiency Analysis, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Performance Measurement, Process Optimization, Quality Services, Resource Management, Team Management 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. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location's eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers. ~

📌 Global Customer Service Manager (Madrid)
🏢 Johnson u0026 Johnson MedTech
📍 Madrid