Senior Manager, Global Customer Solutions Emerging Markets
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Johnson & Johnson MedTech is hiring a Senior Manager to lead customer solutions operations across emerging markets. The role involves managing service delivery, driving process excellence, leading a multi-tiered team, and supporting transformation initiatives.
Key Skills for This Role
Responsibilities
- Lead end to end customer service operations across CEE, Turkey, RCIS & MEA, including order management, returns, critical issues, and SLA performance
- Build and sustain strong relationships with key commercial partners and strategic customer accounts
- Drive operational excellence by standardizing processes, reducing manual touchpoints, and improving efficiency
- Ensure consistent application of policies, controls and regulatory requirements (including SOX)
- Lead people management for the Customer Solutions team: recruit, coach, and develop front line leaders
- Sponsor and manage transformation and continuous improvement initiatives (digital CX, automation, process harmonization, AI solutions)
- Lead project management for local and cross site strategic projects
Requirements
- Minimum Bachelor's degree; Advanced degree preferred
- 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 Customer Service
- Excellent communication and partner leadership skills
- Solid analytical skills and comfort with metrics, reporting and basic data analysis tools (MS Excel, PowerPoint)
- Proficient English required
Full Job Posting
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.
Key Responsibilities
- Lead end to end customer service operations across CEE, Turky, RCIS & MEA, leading all aspects of order management, returns, critical issues, and SLA performance; serve as the senior escalation point for the Emerging Market 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.
- 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).
- Proficient English required
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Johnsons and Johnsons
Regulatory Affairs Specialist | Johnson & Johnson MedTech | Riyadh - KSA
Riyadh, KSA
Johnson & Johnson MedTech seeks a Regulatory Affairs Specialist to manage medical device product registrations and submissions for the Saudi Arabia market. Responsibilities include preparing registration files, supportin
Private Strategic Account Management Lead
Riyadh, KSA
Johnson & Johnson Innovative Medicine is hiring a Private Strategic Account Management Lead in Riyadh to define and drive the private expansion strategy for the J&J portfolio in Saudi Arabia. The role involves policy sha
Business Operation Manager
Riyadh, KSA
Description 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
Business Compliance Manager MEA
Dubai, UAE
Description 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