Continuous Improvement & Transformation Lead - Orthopaedics

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:

Professional

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 continuous-improvement and transformation agenda for DS Customer Service by combining process excellence with proportionate portfolio and project governance. 

Understand how Customer Service work is currently performed, diagnose recurring problems and design simpler, more consistent and more effective future-state processes. 

Maintain an integrated view of improvement initiatives so that priorities, ownership, milestones, dependencies, risks, decisions, adoption and expected benefits remain visible and controlled. 

Ensure technology, automation and AI opportunities are assessed only after process, data, controls, ownership and expected value are sufficiently clear. 

Essential duties and responsibilities: 

• Own the methodology and quality standard for process mapping, current-state assessment, root-cause analysis, future-state design and SOP development. 
• Document actual work, including manual checks, system steps, handoffs, approval points, exceptions, controls and informal dependencies. 
• Maintain and prioritise the Customer Service improvement pipeline using evidence, business impact, risk and feasibility. 
• Work with specialists, managers, BPOs and partner functions to design practical solutions and define clear business requirements. 
• Identify which process steps should be removed, simplified, standardised, digitised or automated. 
• Assess process and data readiness for automation, workflow solutions, process mining or AI-enabled capabilities. 
• Maintain the improvement and transformation portfolio and confirm that each active initiative has a defined problem, sponsor, accountable owner, scope, plan, dependencies, risks and expected outcome. 
• Support the Customer Service Lead in sequencing work and making capacity, priority and resource conflicts visible. 
• Establish a proportionate governance cadence, follow up cross-functional actions and decisions, and escalate delivery risks that cannot be resolved by the project team. 
• Coordinate with Business Analytics on baselines, business cases, success measures and benefits tracking. 
• Follow initiatives through implementation and adoption, recognising completion only when the intended outcome is evidenced or management explicitly closes the initiative. 
• Make capacity trade-offs explicit so that project coordination does not displace the process analysis and design work that creates the improvement pipeline. 
• Respect and work according to applicable Business Conduct, HCC, SOX, compliance and company policies. 

Other features of the job: 

• Strong end-to-end process-management discipline combined with practical business understanding. 
• Ability to separate recurring root causes from individual incidents and convert diagnosis into workable solutions. 
• Portfolio and project coordination skills that maintain visibility without creating unnecessary administration. 
• Ability to challenge ineffective legacy practices while building stakeholder agreement across functions. 
• Clear prioritisation and transparent management of trade-offs between analysis, design and delivery workload. 
• Outcome focus, with attention to adoption, controls and measurable business value. 

Essential knowledge and skills: 

Experience 

• Five or more years of experience in process excellence, continuous improvement, project management, transformation or a related operational role. 
• Practical experience in process mapping, root-cause analysis, future-state design, SOP development and business-requirement definition. 
• Experience coordinating cross-functional initiatives, milestones, dependencies, risks, actions and decisions. 
• Experience building improvement pipelines, supporting prioritisation and tracking implementation benefits. 
• Good understanding of Customer Service, Supply Chain or order-to-invoice operations. 
• Knowledge or practical experience in automation, workflow tools, process mining or artificial intelligence is a valuable plus. 

Core competencies required for this role: 

Essential requirements 

• End-to-end process management and structured root-cause analysis. 
• Practical solution design that balances improvement ambition, controls, system limitations and implementation reality. 
• Project and portfolio coordination, including risk and dependency management. 
• Strong facilitation, stakeholder influence and ability to challenge constructively. 
• Clear communication of priorities, trade-offs, risks, decisions and expected outcomes. 
• High integrity, governance discipline and focus on sustained results. 
• Academic training and knowledge 
• Graduate degree or relevant qualification in Business, Engineering, Supply Chain, Operations, Project Management or a related field. 
• Professional proficiency in English and excellent knowledge of the local language, written and spoken. 

Desirable requirements 

• Lean, Six Sigma, BPM, project-management or change-management training or certification. 
• Experience in regulated healthcare or MedTech environments. 
• Experience assessing automation or AI opportunities and translating business needs into clear requirements. 

Core competencies 

• Process excellence; Root-cause analysis; Practical design; Portfolio coordination; Prioritisation; Stakeholder influence; Risk and dependency management; Outcome focus. 

Required Skills:

Preferred Skills:

Business Behavior, Customer Centricity, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Issue Escalation, Order Processing, Problem Solving, Quality Services, Researching, Service Excellence, Service Request Management, Technical Support, Telephone Etiquette

  

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.