apricot.es

Gerente de Soluciones al Cliente Global España

Híbrido en Madrid·Jornada completa·Añadida hace 5 días

Johnson & Johnson

28 ofertas abiertas

Inscribirme

Qué ofrecen

  • 61.800 € - 106.260 € al año

    Bruto, según indica la oferta.

  • Jornada completa

    Según la oferta.

  • Híbrido

    Días de oficina y de casa — el reparto está en la oferta.

Qué piden

  • Trabajar en inglés

    Se requiere inglés, según la oferta.

  • Estar cerca de Madrid para los días híbridos

    No se menciona ninguna ayuda para la mudanza.

  • Tener 8+ años de experiencia

    Puesto de nivel Mid.

  • Titulación universitaria

    «Education: Minimum Bachelor's degree; Advanced degree preferred.» — según la oferta.

Esta oferta está publicada en inglés.

Resumen en español

Como Global Customer Solutions Manager, liderarás las operaciones de servicio al cliente en España, gestionando la gestión de pedidos, devoluciones y el cumplimiento de los SLA. Impulsarás la excelencia operativa mediante la automatización de procesos y la mejora continua, liderando un equipo local y colaborando con equipos en Praga. El puesto equilibra el liderazgo estratégico con la gestión operativa para garantizar experiencias de cliente de alta calidad.

El puesto

Johnson & Johnson MedTech - Supply Chain is recruiting for a Global Customer Solutions Manager Spain, located in Madrid (ES) in our Global Customer Solutions, MT Supply Chain team.

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. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com/

We're looking for an operationally focused and experienced people‑first leader to own a high‑performing country Global Customer Solutions organization. In this role, you'll own day‑to‑day service delivery, drive continuous improvement and process excellence, and lead directly a local team to deliver consistent, high‑quality customer experiences across products and channels. You will also have indirect accountability over the offshore team based in Prague. This role is both hands‑on and strategic - balancing metrics and coaching to keep operations smooth while supporting broader commercial collaboration and enterprise project initiatives. The GCS Manager Spain will adapt global standards to local realities, build strong teams across borders, and ensure operational excellence through transformational change.

Qué harás

Customer Management

Customer Service Operations

  • Lead end-to-end customer service operations for Spain, leading all aspects of order management, returns, critical issues, and SLA performance; serve as the first point of escalation for the Swiss & Austrian commercial Surgery & EP/NV organization
  • Build and sustain strong relationships with key commercial partners and strategic customer accounts; represent Global Customer Solutions in commercial and supply chain engagements and support high priority customer critical issues.
  • Drive operational excellence by standardizing processes, reducing manual touchpoints, increasing automation 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 Global Customer Solutions team: motivate, 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.

Cómo trabajarás

Madrid, Spain

Job Category

People Leader

Requisitos

Qué buscan

  • 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 the world of 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).

Customer Centricity, Customer Relationship Management (CRM), Leadership

Se valorará

  • 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.

Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Efficiency Analysis, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Performance Measurement, Process Optimization, Quality Services, Resource Management, Team Management

Formación y certificaciones

Education: Minimum Bachelor's degree; Advanced degree preferred.

Idiomas

  • Language requirements: proficient English & Spanish is required
  • Other language knowledge as added value

Salario y beneficios

Qué ofrecen

€61.800,00 - €106.260,00

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 actual amount is based on the employees' and companies' performance of the previous calendar year, or sales commissions. Moreover, we offer vacation days, parental leave for a minimum of 12 weeks, bereavement leave, caregiver leave, volunteer leave, well-being reimbursement, programs for financial, physical and mental health. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location's eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers.

*This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.

Sobre Johnson & Johnson

Johnson & Johnson es un conglomerado multinacional farmacéutico, de dispositivos médicos y de salud del consumidor con sede en New Brunswick, Nueva Jersey, EE. UU. Con más de 130,000 empleados en todo el mundo, opera a través de tres segmentos principales: Innovative Medicine (productos farmacéuticos), MedTech (dispositivos médicos) y anteriormente Consumer Health (ahora separado como Kenvue). La empresa es líder mundial en el cuidado de la salud, desarrollando tratamientos y tecnologías en una amplia gama de áreas terapéuticas.

En España, Johnson & Johnson tiene una presencia significativa con oficinas en Madrid y Barcelona, empleando a miles de profesionales en funciones comerciales, clínicas y de investigación. La empresa es conocida por su sólida cultura corporativa, su compromiso con el desarrollo de los empleados y su enfoque en la innovación. Para los profesionales internacionales, J&J ofrece un entorno laboral diverso e inclusivo, beneficios competitivos y oportunidades para trabajar en proyectos sanitarios de impacto global, lo que la convierte en un empleador atractivo para quienes buscan construir una carrera en España.

Sector
Pharma
Fundación
1886
Plantilla
100,000+
Sede
New Brunswick, USA
En España
Madrid, Barcelona
Web
jnj.com

Datos prácticos

  • Johnson & Johnson es un líder mundial en el cuidado de la salud, que ofrece una amplia gama de oportunidades profesionales en productos farmacéuticos, dispositivos médicos e investigación.
  • La empresa tiene una fuerte presencia en España con oficinas en Madrid y Barcelona, lo que proporciona una base sólida para los profesionales internacionales.
  • J&J es conocida por su sólida cultura corporativa, que enfatiza la diversidad, la equidad y la inclusión, lo que apoya a los contratados internacionales.
  • Los empleados a menudo tienen acceso a programas globales de movilidad profesional, lo que permite posibles traslados entre países.
  • La empresa ofrece paquetes competitivos de compensación y beneficios, que incluyen seguro de salud y programas de desarrollo profesional.

En sus propias palabras

Sobre la empresa y el equipo

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Información adicional

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.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

Todas las vacantes de Johnson & Johnson

Más empleos como este

o explora Madrid·Operaciones·De nivel intermedio·Modalidad híbrida·Sanidad y Farmacéutica·Logística, Transporte y Cadena de Suministro·Comunidad de Madrid·Pharma·Customer Service

WhatsApp

Más empleos de Johnson & Johnson

Empleos relacionados