Global Customer Solutions Manager Spain (MedTech)

Location: Madrid, Spain

Base pay: €61,800–€106,260 per year

Company

Johnson & Johnson MedTech develops smarter, less invasive, and more personalized healthcare treatments through the combination of biology and technology.

What you will do

• Lead end-to-end customer service operations in Spain, including order management, returns, critical issues, and SLA performance.
• Serve as the first escalation point for the Swiss and Austrian commercial Surgery and EP/NV organization.
• Build relationships with commercial partners and strategic customer accounts while supporting high-priority customer issues.
• Standardize processes, reduce manual work, improve automation, and increase interaction and transaction efficiency.
• Lead, coach, and develop the local Global Customer Solutions team, with indirect accountability for the offshore team in Prague.
• Manage transformation and cross-site projects involving digital customer experience, AI solutions, technology rollouts, supply chain initiatives, and process redesign.

Requirements

• Bachelor’s degree required; an advanced degree is preferred.
• 8–10 years of relevant professional experience and at least 2 years of people management experience.
• Strong operational leadership experience in complex contact centers or customer operations, with responsibility for service, quality, and cost targets.
• Experience with continuous improvement, Lean methodologies, process optimization, metrics, reporting, and basic data analysis using Excel and PowerPoint.
• Experience identifying digital solutions and implementing AI in customer service.
• Proficient English and Spanish required.

Nice to have

• Customer service operations or supply chain experience in a multi-country environment.
• Familiarity with contact center platforms, CRM systems, and EDI/API customer channels.
• Experience in EMEA markets and knowledge of local or regional regulatory and commercial environments.
• Background in MedTech, healthcare, or life sciences.
• Experience leading site-level transformations and multi-site collaboration.

Culture & Benefits

• Inclusive work environment focused on respect, diversity, dignity, and individual contribution.
• Annual bonus based on pay grade, location, and individual and company performance.
• Vacation, parental leave of at least 12 weeks, bereavement leave, caregiver leave, and volunteer leave.
• Well-being reimbursement and programs supporting financial, physical, and mental health.
• Insurance plans, service anniversary awards, and recognition awards, subject to plan terms and location eligibility.