Senior Manager, Global Customer Solutions Emerging Markets
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Key skills for this role
About the Role
Johnson & Johnson MedTech Supply Chain seeks a Senior Manager to lead customer solutions operations in emerging markets. The role involves managing service delivery, driving continuous improvement, and leading a multi-tiered team to deliver high-quality customer experiences.
Key Skills for This Role
Responsibilities
- Lead end to end customer service operations across CEE, Turkey, RCIS & MEA
- Build and sustain strong relationships with key commercial partners and strategic customer accounts
- Drive operational excellence by standardizing processes and reducing manual touchpoints
- Ensure consistent application of policies, controls and regulatory requirements
- Lead people management for the Customer Solutions team: recruit, coach, and develop front line leaders
- Sponsor and manage transformation and continuous improvement initiatives
- 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
- Strong operational leadership with track record in complex contact centers or customer operations
- Experience in continuous improvement/Lean methodologies
- Excellent communication and partner leadership skills
- Proficient English required
Full Job Posting
Overview
- Looking for an operationally focused, regionally experienced people first leader to own a high performing regional Customer Solutions organization.
- Own day to day service delivery, drive continuous improvement and process excellence, and lead a multi tiered team.
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.
- Drive operational excellence by standardizing processes, reducing manual touchpoints, and improving interaction and transaction efficiency.
- 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.
- 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 (technology rollouts, supply chain initiatives, process redesign).
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 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; local language knowledge added value.
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