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 jnj.com.
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.
**Job Function: **
Customer Management
**Job Sub Function: **
Customer Service Operations
Job Category:
People Leader
All Job Posting Locations:
Amersfoort, Utrecht, Netherlands, Diegem, Flemish Brabant, Belgium, Wokingham, Berkshire, United Kingdom
Job Description:
Johnson & Johnson MedTech – Supply Chain is recruiting for a Senior Manager, Global Customer Solutions North, located in Pinewood (UK), Diegem (Belgium), Amersfoort (Netherlands) or Solna (Sweden) in our Global Customer Solutions, MT Supply Chain team.
Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):
Pinewood (UK), Diegem (Belgium), Amersfoort (Netherlands) - Requisition Number: R-080649
Solna (Sweden) - Requisition Number: R-083368
Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.
About MedTech
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
Overview
We’re looking for an operationally focused, regionally experienced people‑first leader to own a high‑performing regional Customer Solutions organization. In this role, you’ll own day‑to‑day service delivery, drive continuous improvement and process excellence, and lead a multi‑tiered team to deliver consistent, high‑quality customer experiences across products and channels. This role is both hands‑on and strategic — balancing metrics and coaching to keep operations smooth while supporting broader regional and enterprise initiatives. This leader will adapt global standards to local realities, build strong teams across borders, and ensure operational excellence through transformational change.
Key responsibilities:
- Lead end-to-end customer service operations across the UK, Belgium, Luxembourg, The Netherlands and Nordics, leading all aspects of order management, returns, critical issues, and SLA performance; serve as the senior escalation point for the North 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.
Experience and skills:
Required:
- 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).
Preferred:
- 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
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.
If you are under 18 years of age, you (the candidate) may need to obtain the necessary working papers or other documentation required by state law to start the assignment, as well as get a parent’s consent for the background check.
**Required Skills: **
Preferred Skills: