Customer Service Operations Lead - Orthopaedics

Job Function: Customer Management

Job Sub Function

Customer Service Operations

Job Category

People Leader

All Job Posting Locations

Madrid, Spain

Job Description

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Overall purpose of job

Lead the day-to-day performance of the operational DS Customer Service organization across Order Management, Asset Operations and Revenue Operations.

Ensure customer demand is converted into a valid and released order, required product or assets are operationally available and controlled, and completed activity is converted into an accurate invoice.

Connect operational execution with customer commitments, surgical activity and revenue.

Establish priorities, allocate capacity and maintain control when demand, exceptions or cross-functional dependencies place service performance under pressure.

Essential duties and responsibilities

• Own workload, backlog, service quality, operational risk and productivity across Order Management, Asset Operations and Revenue Operations.
• Decide how work is prioritised when capacity is constrained and ensure that customer-critical and revenue-critical activities receive appropriate attention.
• Ensure critical exceptions, aged work and blocked transactions have clear owners, escalation paths and follow-through.
• Provide management visibility of issues that could affect customers, surgical commitments, asset availability or revenue.
• Coordinate execution with Planning, Logistics, Warehouse, Finance, Quality, Commercial and other Supply Chain teams.
• Resolve issues that sit within Customer Service and make cross-functional ownership gaps, dependencies and required decisions visible.
• Ensure Customer Service provides accurate information, timely action and clear follow-through without taking over the accountability of partner functions.
• Set team expectations, review performance, develop specialist capability and promote cross-training across critical workflows.
• Reduce operational dependency on a small number of experienced individuals and maintain appropriate back-up coverage.
• Work with BPOs and Continuous Improvement & Transformation to implement agreed standards and sustain improvements in daily work.
• Monitor operational reliability, transaction accuracy, backlog, service risk, asset performance and revenue-related workflow performance.
• Respect and work according to applicable Business Conduct, HCC, SOX, compliance and company policies.

Other features of the job

• Strong operational leadership and timely decision-making in a high-volume environment.
• Ability to connect execution, customer outcomes, surgical commitments and revenue.
• People leadership focused on accountability, capability, cross-training and operational resilience.
• Cross-functional coordination and clear management of ownership, escalation and dependencies.
• High attention to service quality, operational controls, risk and accurate execution.
• Action-oriented approach and ability to maintain priorities under pressure.

Essential knowledge and skills

Experience

• Five or more years of experience in Customer Service, Order Management, Supply Chain Operations or a comparable operational environment.
• Demonstrated experience leading teams or coordinating complex operational workloads.
• Experience managing backlog, service levels, operational risk, exceptions and cross-functional dependencies.
• Good understanding of order-to-invoice processes, asset-related operations and transactional controls.
• Experience using ERP, CRM, reporting solutions and operational performance data.
• Financial awareness and understanding of how operational execution affects revenue and customer service.

Core competencies required for this role

Essential requirements

• Strong people and operational leadership.
• Ability to prioritise workload and make timely decisions under pressure.
• Clear communication and effective escalation of customer, operational and revenue risk.
• Customer focus and ability to build effective relationships across functions and levels.
• Strong problem solving, ownership and follow-through.
• High integrity and disciplined application of controls and company policies.
• Academic training and knowledge
• Graduate degree or relevant qualification in Business, Supply Chain, Operations, Engineering or a related field.
• Professional proficiency in English and excellent knowledge of the local language, written and spoken.

Desirable requirements

• Experience in regulated healthcare or MedTech environments.
• Knowledge of order management, deposits, consignments, loaners, instrumentation, billing and revenue operations.
• Experience with process improvement, BPO governance or operational transformation.

Core competencies

• Operational leadership; Financial and business understanding; People leadership; Cross-functional management; Risk management; Customer focus.

Required Skills

Preferred Skills

Consulting, Customer Analytics, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP)

The anticipated base pay range for this position is

€55,400.00 - €87,860.00

Benefits

In addition to base pay, we offer the following benefits*: an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees' and companies' performance of the previous calendar year, or sales commissions. Moreover, we offer vacation days, parental leave for a minimum of 12 weeks, bereavement leave, caregiver leave, volunteer leave, well-being reimbursement, programs for financial, physical and mental health. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location's eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers.

*This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.