Customer Service Operations Lead
- Orthopaedics 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. Customer Management **Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Lead the day-to-day performance of the operational DS Customer Service organization across Order Management, Asset Operations and Revenue Operations. Establish priorities, allocate capacity and maintain control when demand, exceptions or cross-functional dependencies place service performance under pressure. **Own workload, backlog, service quality, operational risk and productivity across Order Management, Asset Operations and Revenue Operations. + Provide management visibility of issues that could affect customers, surgical commitments, asset availability or revenue. + Coordinate execution with Planning, Logistics, Warehouse, Finance, Quality, Commercial and other Supply Chain teams. + Set team expectations, review performance, develop specialist capability and promote cross‑training across critical workflows. + Monitor operational reliability, transaction accuracy, backlog, service risk, asset performance and revenue‑related workflow performance. + Respect and work according to applicable Business Conduct, HCC, SOX, compliance and company policies.



**People leadership focused on accountability, capability, cross‑training and operational resilience. + Cross‑functional coordination and clear management of ownership, escalation and dependencies. + High attention to service quality, operational controls, risk and accurate execution. + Five or more years of experience in Customer Service, Order Management, Supply Chain Operations or a comparable operational environment. + Good understanding of order‑to‑invoice processes, asset‑related operations and transactional controls. + Experience using ERP, CRM, reporting solutions and operational performance data. + High integrity and disciplined application of controls and company policies. + Academic training and knowledge + Graduate degree or relevant qualification in Business, Supply Chain, Operations, Engineering or a related field. + Professional proficiency in English and excellent knowledge of the local language, written and spoken. Knowledge of order management, deposits, consignments, loaners, instrumentation, billing and revenue operations. + Financial and business understanding; Cross‑functional management; Risk management; Consulting, Customer Analytics, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP) **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 presente amount is based on the employees' and companies' performance of the previous calendar year, or sales commissions.

📌 Business Operations Mánager (Madrid)
🏢 Fournier Redes España
📍 Madrid