Sr Mgr, Global Customer Solutions Centre

Johnson & Johnson seeks a Senior Manager for its Global Customer Solutions Centre in Zug, CH. This role leads customer service operations across DACH and France, focusing on operational excellence, team leadership, and strategic process improvement.

The company is looking for an operationally focused leader with regional experience to oversee a high-performing Customer Solutions organization. This position requires a balance of hands-on management and strategic oversight, ensuring smooth operations while supporting broader regional and enterprise goals. The successful candidate will adapt global standards to local contexts, build cross-border teams, and drive operational excellence through transformational change.

Responsibilities

• Manage end-to-end customer service operations for Germany, Switzerland, Austria, and France, covering order processing, returns, critical issue resolution, and SLA adherence.
• Act as the primary escalation point for the Center region.
• Develop and maintain strong partnerships with key commercial stakeholders and strategic customer accounts.
• Represent the Customer Solutions function in commercial and supply chain discussions, assisting with high-priority customer issues.
• Enhance operational efficiency by standardizing workflows, minimizing manual steps, and improving transaction speed.
• Ensure strict compliance with company policies, controls, and regulatory standards, including SOX where applicable.

Requirements

• Bachelor's degree or equivalent.
• 8–10 years of relevant professional experience.
• At least 2 years of people management experience.
• Proven track record in operational leadership, meeting service, quality, and cost targets in complex customer operations or contact centers.
• Experience with continuous improvement and Lean methodologies to drive process enhancements.
• Ability to identify and implement digital solutions and AI within customer service environments.
• Strong communication and partner leadership capabilities.
• Solid analytical skills with proficiency in metrics, reporting, and data analysis tools like MS Excel and PowerPoint.

Nice to have

• Experience in customer service or supply chain within a multi-country setting, familiarity with contact center platforms, CRM systems, and EDI/API channels.
• Direct experience in EMEA markets with knowledge of local and regional regulatory and commercial landscapes.
• Background in MedTech, healthcare, or life sciences.
• Prior experience leading site-level transformations and multi-site collaboration.
• Advanced degree preferred.
• Experience managing distributed or remote teams preferred.
• Local language knowledge added value.

About the company

Johnson & Johnson is committed to its global workforce, fostering an inclusive environment where every individual is valued. The company respects the diversity and dignity of its employees, recognizing their merit and contributions.

• Commitment to employees working worldwide.
• Inclusive work environment valuing each individual.
• Respect for diversity and dignity, recognizing merit.