Customer Service Manager (MedTech)

Location: Prague, Czech Republic; international travel as required

Salary: Kč1,177,000.00–Kč2,030,900.00 annual base pay

Company

Johnson & Johnson MedTech develops healthcare and medical device solutions, including products from DePuy Synthes.

What you will do

• Lead the centralized Prague Customer Service operation supporting EMEA markets.
• Manage and develop supervisors and specialists across order management, customer enquiries, invoicing, returns, credits, debits, consignment, and related order-to-cash processes.
• Track service KPIs including OTIF, fill rate, backorders, returns, rush orders, complaints, case resolution, and order cycle time.
• Coordinate escalations and operational hand-offs with local markets, Commercial, Supply Chain, Finance, Quality, Technology, warehouse, and transport teams.
• Drive process standardization, corrective actions, continuous improvement, and effective use of CRM, ERP, case-management, and reporting systems.
• Maintain quality, privacy, financial-control, anti-corruption, audit-readiness, complaint-reporting, and mandatory-training requirements.

Requirements

• Bachelor’s degree or equivalent in Business, Operations, Supply Chain, or a related field.
• Progressive experience in Customer Service, order management, Supply Chain operations, or a related function, including people leadership.
• Experience leading a centralized or multi-market Customer Service operation and managing end-to-end order-to-cash processes.
• Experience with KPI governance, root-cause analysis, corrective actions, coaching, and team development.
• Strong analytical, problem-solving, communication, influencing, stakeholder-management, and matrix-leadership skills.
• English is required; additional European languages are advantageous.

Nice to have

• Experience in healthcare, medical devices, life sciences, or another regulated industry.
• Experience across multiple European markets or with shared-services improvement and technology-enabled change.
• Experience with Salesforce, JDE, SAP, Genesys, or comparable CRM, ERP, case-management, and reporting platforms.
• Knowledge of Lean, Six Sigma, or comparable continuous-improvement methodologies.
• Master’s degree, MBA, or relevant operations, Customer Service, or project-management certification.

Culture & Benefits

• Inclusive, accountable, collaborative, and customer-focused work environment.
• Annual bonus with a target based on pay grade and location, subject to employee 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.
• Recognition awards and access to insurance plans subject to applicable terms and location.