Job Overview
Senior Manager, Global Customer Solutions North (North Region) – Location options: Pinewood (UK), Diegem (Belgium), Amersfoort (Netherlands), Solna (Sweden). This role is posted under multiple requisition numbers (R-080649, R-083368). Applicants may apply to one or all postings; each will be considered a single submission.
We’re looking for an operationally focused, regionally experienced people‑first leader to own a high‑performing regional Customer Solutions organization within the Global Customer Solutions, MT Supply Chain team. 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. The role is both hands‑on and strategic – balancing metrics and coaching to keep operations smooth while supporting broader regional and enterprise initiatives.
Key Responsibilities
- Lead end‑to‑end customer service operations across the UK, Belgium, Luxembourg, The Netherlands, and Nordics; manage 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 standardising 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 harmonisation, AI solutions); adapt global tools and frameworks to local market requirements.
- Lead project management for local and cross‑site strategic projects (technology roll‑outs, 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
- 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 centres or customer operations.
- Demonstrated experience in continuous‑improvement/Lean methodologies and driving process improvements.
- Experience 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 in customer‑service operations or supply‑chain in a multi‑country environment; familiarity with contact‑centre 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.
Additional Requirements
- Language: proficient English required; local language knowledge is an added value.
- Up to 30% travel may be required.
Commitment to Diversity and Inclusion
Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, 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 inclusive interview process for all applicants, including those with disabilities. Contact us at https://www.jnj.com/contact-us/careers for accommodation information.
#J-18808-Ljbffr…