Senior Manager, Global Customer Solutions North in Wokingham

Job Locations

Amersfoort, Utrecht, Netherlands; Diegem, Flemish Brabant, Belgium; Wokingham, Berkshire, United Kingdom

Company Overview

Johnson & Johnson is committed to health innovation, delivering breakthroughs that prevent, treat, and cure complex diseases. Our MedTech program spans biology and technology to create smarter, less invasive, and more personalized treatments.

Job Function

Senior Manager, Global Customer Solutions North – part of Global Customer Solutions, MT Supply Chain.

Overview

Operationally‑focused, regionally experienced, people‑first leader to own a high‑performing regional Customer Solutions organization. The role balances daily service delivery with strategic initiatives, adapts global standards to local realities, and drives operational excellence through transformational change.

Key Responsibilities

• Lead end‑to‑end customer service operations across the UK, Belgium, Luxembourg, The Netherlands, and Nordics, overseeing order management, returns, critical issues, and SLA performance; act as senior escalation point for the North region.
• Build and sustain relationships with key commercial partners and strategic customer accounts; represent Customer Solutions in commercial and supply‑chain engagements.
• 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; conduct 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.

Required Experience and Skills:

• Minimum 8–10 years of relevant professional experience.
• Minimum 2 years of people‑management experience; experience with 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.
• Experience identifying digital solutions and implementing AI within 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).

Preferred:

• Experience in customer service operations or supply chain in a multi‑country environment, familiarity with contact center platforms, CRM systems and EDI/API customer channels.
• Direct experience in relevant EMEA markets with knowledge of local and regional regulatory and commercial environments.
• Background in MedTech, healthcare, or life sciences.
• Prior experience leading site‑level transformations and multi‑site collaboration.

Other

• Language: Proficient English required; local language knowledge an added value.
• Up to 30% travel may be required.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or other characteristics protected under federal, state, or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of applicants’ needs. If you are an individual with a disability and would like to request an accommodation, contact us via https://www.jnj.com/contact-us/careers.