Customer Service Operations Lead - Orthopaedics

About the role

Johnson & Johnson is looking for a Customer Service Operations Lead in Madrid to run the day-to-day operations of its orthopaedics customer service organisation, covering Order Management, Asset Operations and Revenue Operations. The role connects operational execution with customer commitments, surgical activity and revenue. The company has announced plans to separate its orthopaedics business into a standalone company (DePuy Synthes); accepting the position means joining DePuy Synthes after the transaction, which is expected to finish within 18 to 24 months.

Key responsibilities

• Own workload, backlog, service quality, operational risk and productivity across the three operations areas.
• Prioritise work when capacity is constrained so that customer-critical and revenue-critical activities get attention.
• Make sure critical exceptions, aged work and blocked transactions have owners, escalation paths and follow-through.
• Give management visibility of issues affecting customers, surgical commitments, asset availability or revenue.
• Coordinate with Planning, Logistics, Warehouse, Finance, Quality, Commercial and other supply chain teams, and resolve issues within Customer Service.
• Set team expectations, review performance, develop specialist capability and promote cross-training.
• Reduce dependency on a few experienced people and keep backup coverage.
• Work with BPOs and continuous improvement to implement agreed standards.
• Monitor reliability, transaction accuracy, backlog, service risk, asset performance and revenue-related workflow.

Required profile

• Five or more years of experience in Customer Service, Order Management, Supply Chain Operations or a comparable environment.
• Demonstrated experience leading teams or coordinating complex workloads, and managing backlog, service levels, exceptions and cross-functional dependencies.
• 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: experience in regulated healthcare or MedTech, and knowledge of order management, deposits, consignments, loaners, instrumentation, billing and revenue operations.

Required skills

• Good understanding of order-to-invoice processes, asset operations and transactional controls.
• Experience using ERP, CRM, reporting solutions and operational performance data.
• Preferred skills listed include CRM, customer analytics, process optimization, SOPs and quality services.

What we offer

• Base pay range of EUR 55,400 to EUR 87,860.
• Annual bonus with a set target depending on pay grade and location, or sales commissions.
• Vacation days, parental leave of at least 12 weeks, bereavement and caregiver leave, volunteer leave and well-being reimbursement.
• Service anniversary and recognition awards, and insurance plans for eligible employees and dependents.