Customer Service Digital Innovation and process Control Lead

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Madrid, Spain

Job Description:

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Overall purpose of job

The Customer Service Digital Innovation & Process Control Lead is responsible for driving digital enablement, process excellence, and continuous improvement across Customer Service operations. This role leads the development and implementation of innovative, technology-enabled solutions that enhance customer experience, increase operational efficiency, and strengthen end-to-end process performance. By leveraging automation, analytics, and strong partnerships with technical service providers and cross-functional stakeholders, the role ensures robust, standardized processes, promotes best practices, and supports data-driven decision-making to deliver exceptional service to customers and business partners.

 

Key responsibilities:

• Lead local and regional projects to improve customer experience, process efficiency, and digital solution adoption.
• Coordinate team operations, including workload distribution, backups, vacation planning, and absence management.
• Drive continuous improvement initiatives, automation, and orchestration using digital tools, AI, and analytics.
• Lead or support Customer Service workstreams in new product introductions, process enhancements, and system implementations.
• Monitor team performance, internal controls, KPIs, and reporting to support data-driven decision-making.
• Ensure proactive issue management, stakeholder communication, and recovery planning.
• Coordinate customer surveys, audits, and compliance-related activities.
• Oversee system controls, transportation and warehouse issue resolution, and adherence to segregation of duties requirements.
• Collaborate with Customer Service, End-to-End teams, and cross-functional stakeholders to optimize processes and service delivery.
• Maintain product knowledge and ensure full compliance with J&J policies, procedures, and applicable regulations.
  

Essential Requirements

• Strong communication and stakeholder management skills.
• Customer-centric mindset with the ability to build effective relationships with internal and external stakeholders.
• Excellent collaboration and cross-functional teamwork capabilities.
• Strong analytical, problem-solving, and organizational skills with high attention to detail.
• Demonstrated leadership skills with the ability to influence and drive change.
• High level of integrity, accountability, and professionalism.
• Results-oriented with a proactive approach and strong sense of urgency.
• Adaptable and resilient in a fast-paced, changing environment.
• Continuous improvement mindset with a passion for innovation and operational excellence.
  

Optional Preferred Qualifications

• Experience with automation tools, AI solutions, Python, Power Automate, or process orchestration technologies.
• Experience in Customer Service, Order-to-Cash, or End-to-End Supply Chain operations.
• Lean Six Sigma, Continuous Improvement, or Project Management certification is an advantage.
  

Main Improvements

• Elevated the profile from an operational role to a Digital Innovation & Process Control Lead level.
• Consolidated overlapping requirements.
• Added competencies related to leadership, innovation, automation, stakeholder management, and change management.
• Used language commonly found in Johnson & Johnson and MedTech leadership job descriptions.

 

Don't miss this exceptional opportunity to join a world-class company and make a lasting impact. Apply now and be part of our ambitious team!

#LI-Hybrid

#LI-MR11

 

 

Required Skills:

AI Frameworks, AI Prompting, Microsoft Power Business Intelligence (PBI), Python for Data Analysis, SQL Script

 

 

Preferred Skills:

Customer Centricity, Customer Interactions, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Document Management, Inclusive Leadership, Issue Escalation, Leadership, Order Processing, Problem Solving, Service Excellence, Service Request Management, Technical Credibility

  

 

The anticipated base pay range for this position is:

€43,600.00 - €70,150.00

 

 

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.