Customer Service Operations Lead - Orthopaedics

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Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
People Leader

All Job Posting Locations:
Madrid, Spain

Job Description:

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes.

The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals.

Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans.

In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Overall purpose of job:

Lead the day-to-day performance of the operational DS Customer Service organization across Order Management, Asset Operations and Revenue Operations.

Ensure customer demand is converted into a valid and released order, required product or assets are operationally available and controlled, and completed activity is converted into an accurate invoice.

Connect operational execution with customer commitments, surgical activity and revenue.

Establish priorities, allocate capacity and maintain control when demand, exceptions or cross-functional dependencies place service performance under pressure.

Essential duties and responsibilities:


* Own workload, backlog, service quality, operational risk and productivity across Order Management, Asset Operations and Revenue Operations.


* Decide how work is prioritised when capacity is constrained and ensure that customer-critical and revenue-critical activities receive appropriate attention.


* Ensure critical exceptions, aged work and blocked transactions have clear owners, escalation paths and follow-through.


* Provide management visibility ...