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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeRemote
LocationLocationRiyadh

About the Role

Johnson & Johnson MedTech is seeking a Senior Manager, Global Customer Solutions for Emerging Markets. This role is responsible for leading a high-performing regional Customer Solutions organization, ensuring daily service delivery, driving continuous improvement, and fostering process excellence. The position requires a blend of hands-on operational management and strategic thinking to maintain smooth operations while supporting regional and enterprise initiatives. The ideal candidate will adapt global standards to local market realities, build strong cross-border teams, and drive operational excellence through transformational change.

Key Responsibilities

  • Lead end-to-end customer service operations across CEE, Turkey, RCIS & MEA, overseeing order management, returns, critical issues, and SLA performance, serving as the senior escalation point for the Emerging Market region.
  • Build and sustain strong relationships with key commercial partners and strategic customer accounts, representing Customer Solutions in commercial and supply chain engagements and supporting high priority customer critical issues.
  • Drive operational excellence by standardizing processes, reducing manual touchpoints, and improving interaction and transaction efficiency to elevate the customer experience.
  • Ensure consistent application of policies, controls, and regulatory requirements, owning functional governance, risk controls, and operational continuity planning.
  • Lead people management for the Customer Solutions team, including recruitment, coaching, and development of front-line leaders, performance conversations, career development planning, retention initiatives, and succession readiness.
  • Sponsor and manage transformation and continuous improvement initiatives, including digital customer experience, automation, process harmonization, and AI solutions, adapting global tools and frameworks to local market requirements.
  • Lead project management for local and cross-site strategic projects such as technology rollouts, supply chain initiatives, and process redesign, applying continuous improvement/PE methods to solve operational problems.

Qualifications and Requirements

  • Minimum Bachelor's degree; an advanced degree is preferred.
  • A minimum of 8-10 years of relevant professional experience.
  • A minimum of 2 years of people management experience, with experience managing distributed or remote teams being preferred.
  • Strong operational leadership with a proven track record of meeting service, quality, and cost targets in complex contact centers or customer operations.
  • Demonstrated experience in continuous improvement methodologies, such as Lean, and driving process improvements.
  • Experience in identifying digital solutions and implementing AI into customer service operations.
  • Excellent communication and partner leadership skills, with comfort in interacting with commercial leaders and cross-functional partners.
  • Solid analytical skills and comfort with metrics, reporting, and basic data analysis tools like MS Excel and PowerPoint.

Required Skills

  • Customer Management
  • Customer Service Operations
  • People Leadership
  • Order Management
  • Returns Management
  • SLA Performance
  • Commercial Partner Management
  • Process Standardization
  • Continuous Improvement
  • Lean Methodologies
  • Digital Solutions
  • AI Solutions
  • Communication
  • Partner Leadership
  • Analytical Skills
  • MS Excel
  • MS PowerPoint
  • Contact Center Platforms
  • CRM Systems
  • EDI/API Customer Channels

Work Environment and Location

This is a full-time position. The role is located in Riyadh, Saudi Arabia. Johnson & Johnson MedTech is recruiting for this role, which is available across multiple countries including Warsaw (Poland), Prague (Czech Republic), Istanbul (Turkey), Moscow (Russia), and Riyadh (Saudi Arabia). Your applications will be considered as a single submission regardless of the posting you apply to. Up to 30% travel may be required. Proficiency in English is required, and knowledge of local languages is considered an added value.

Requirements

  • Requires 5-10 Years experience

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