BD is one of the largest general medical technology companies in the world. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

The Customer Service Operations Leader

Iberia leads the Customer Care and Contract & Tender Organization within the GBS–QTC operating model. The role drives reliable service delivery, robust governance and process excellence, aligning operations with business objectives to enhance customer experience and commercial outcomes. The leader is accountable for operational performance, strategic business partnership, people leadership, digitalization and continuous improvement, while safeguarding compliance and operational feasibility.

Operational

Leadership and Performance Lead Iberia Customer Service operations across Customer Care and Contract &

• Tender, ensuring high-quality service delivery, effective resource planning and strong operational performance. Own the Customer Service budget and drive service, quality, productivity, backlog and cost-to-serve performance, including resolution of critical operational and customer issues. Commercial and Customer Partnership Act as the strategic Customer Service partner to Iberia Leadership and Commercial teams, aligning customer commitments and service priorities with business strategy, compliance and operational feasibility. Support growth and customer value through reliable execution, differentiated services and continuous improvement opportunities. Contract &

• Tender Excellence Build scalable Contract &

• Tender capabilities and ensure robust governance, pricing compliance and effective contract implementation. Partner with Commercial on contracted price increases, revenue protection and initiatives supporting growth and margin improvement.



Drive end-to-end QTC collaboration across Commercial, Supply Chain, Logistics, Order Management and Collections, improving processes through simplification, standardization and automation. Leverage QTC platforms, data and analytics to improve decision-making, performance and resource planning, while leading adoption of new processes and operating models. Lead and develop 4 direct reports and an Iberia Customer Service organization of approximately 45 employees, building leadership capability, accountability, collaboration and a high-performance culture. Ensure strong talent and succession planning, regulatory and policy compliance, and represent Iberia within the European Customer Service Leadership Team, Iberia Country Leadership Team and relevant QTC forums. Bachelor's or master's degree, or equivalent relevant experience. Leadership experience in Customer Service, Contract &

• Tender or Quote-to-Cash operations. Strong understanding of customer service, tender, contract, pricing and order-to-cash processes, controls and performance measures. Fluency in Spanish and English

• Portuguese is an advantage. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success. At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. Our salary or hourly rate ranges reward associates fairly and competitively. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location.

Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.

📌 Customer Service Operations Leader Iberia (Lugo)
🏢 BD
📍 Lugo