Senior Manager, Global Customer Solutions South

Job Function: Customer Management

Job Sub Function: Customer Service Operations

Job Category: People Leader

Locations: Madrid, Spain; Rome, Italy; Lisbon, Portugal; Athens, Greece

Job Description

Johnson & Johnson MedTech – Supply Chain is recruiting for a Senior Manager, Global Customer Solutions South, located across multiple countries.

Key Locations and Requisition Numbers:
Madrid (ES), Rome (IT), Lisbon (PT) – R-
Athens (GR) – R-

Overview

We’re seeking an operationally focused, regionally experienced people‑first leader to own a high‑performing regional Customer Solutions organization. The role includes day‑to‑day service delivery, driving continuous improvement and process excellence, and leading a multi‑tiered team to deliver consistent, high‑quality customer experiences across products and channels.

Key Responsibilities

• Lead end‑to‑end customer service operations across Spain, Italy, Portugal, and Greece, managing order management, returns, critical issues, and SLA performance; serve as the senior escalation point for the South region.
• Build and sustain strong relationships with key commercial partners and strategic customer accounts; represent Customer Solutions in commercial and supply chain engagements and support high‑priority customer critical issues.
• Drive operational excellence by standardizing processes, reducing manual touchpoints, 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 Customer Solutions team: recruit, 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 & 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 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 & Skills

• 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.
• Background in MedTech, healthcare, or life sciences.
• Prior experience leading site‑level transformations and multi‑site collaboration.

Other

• Language requirements: proficient English required; local language knowledge added value.
• Up to 30% travel may be required.

Benefits

In addition to base pay, we offer an annual bonus with set target (% of pay) depending on pay grade/location, vacation days, parental leave (minimum 12 weeks), bereavement leave, caregiver leave, volunteer leave, well‑being reimbursement, financial/physical/mental health programs, service anniversary and recognition awards, and participation in several insurance plans (subject to plan terms). For more information, visit Employee benefits | Supporting well‑being & career growth | Johnson & Johnson Careers.

Salary Ranges

• Italy: €70,700 – €122,015
• Spain: €75,000 – €129,260
• Portugal: €64,300 – €110,975

Equal Opportunity Statement

Johnson & Johnson is an Equal Opportunity Employer. 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.

Accommodations

If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via internal employees should contact AskGS to be directed to your accommodation resource.

Under 18 Applicants

Applicants under 18 years of age may need to obtain the necessary working papers or other documentation required by state law to start the assignment, as well as obtain a parent’s consent for the background check.