Senior Manager, Global Customer Solutions Emerging Markets
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Key skills for this role
About the Role
Johnson & Johnson MedTech is seeking a Senior Manager to lead end-to-end customer service operations across Emerging Markets (CEE, Turkey, RCIS & MEA). The role requires 8-10 years of experience, people management, and operational excellence in a complex customer operations environment.
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, AI solutions).
- Lead project management for local and cross site strategic projects.
Requirements
- Minimum Bachelor's degree
- Minimum 8 10 years of relevant professional experience
- Minimum 2 years of people management experience
- Strong operational leadership with track record in complex contact centers or customer operations
- Experience in continuous improvement/Lean methodologies
- Experience identifying digital solutions and implementing AI in Customer Service
- Excellent communication and partner leadership skills
- Solid analytical skills with metrics and reporting
- 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.
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
- 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
- Up to 30% travel may be required
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