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Job Function:
ProcurementJob Sub Function:
CategoryJob Category:
ProfessionalAll Job Posting Locations:
Bangkok, Bangkok, Thailand, Singapore, SingaporeJob Description:
Johnson & Johnson is hiring a Senior Manager, Customer Solutions – SEA to lead customer service and logistics operations across Southeast Asia. This role focuses on driving service excellence, process standardization, and stakeholder collaboration within a complex supply chain environment.
The role will ensure safe, compliant, cost‑effective, and customer‑focused distribution operations, leveraging internal capabilities and third‑party logistics (3PL) partners to deliver best‑in‑class service aligned with business growth, customer expectations, and regulatory requirements.
Key Responsibilities:
1. Customer Solutions Operations – SEA
- Lead and oversee customer solutions and customer service operations across SEA markets.
- Ensure consistent execution of customer order management, enquiries, issue resolution, and service processes.
- Drive alignment to global and APAC Customer Solutions standards while addressing local market needs.
2. Service Performance Management
- Own regional Customer Solutions KPIs, including customer satisfaction, service levels, order accuracy, and issue resolution.
- Establish performance tracking, reporting, and governance routines across SEA markets.
- Lead regular service reviews and implement corrective actions to address performance gaps.
3. Stakeholder & Customer Partnership
- Act as a key point of contact for commercial, sales, and key customer stakeholders across SEA.
- Partner closely with DELIVER functions (Warehouse & Distribution, Transport, Inbound & Customs, Planning) to resolve customer issues end‑to‑end.
- Support customer engagement and escalation management for significant service or delivery issues.
4. Process Standardization & Continuous Improvement
- Drive standardization of customer solutions processes across SEA to improve consistency, efficiency, and scalability.
- Lead or support continuous improvement initiatives focused on service quality, cycle time reduction, and operational effectiveness.
- Contribute to regional and APAC‑led transformation initiatives impacting Customer Solutions.
5. People Leadership & Capability Building
- Lead, coach, and develop Customer Solutions teams across SEA markets (directly or matrix‑managed).
- Build capability in customer service excellence, problem solving, and cross‑functional collaboration.
- Support talent development, succession planning, and engagement across the SEA Customer Solutions organisation.
6. Compliance, Quality & Risk
- Ensure Customer Solutions activities comply with Quality Management Systems, regulatory requirements, and internal policies.
- Support audit readiness and issue management related to customer service processes.
- Identify customer‑related risks and work with DELIVER leaders to implement mitigation plans.
Experience & Qualifications
- Bachelor’s degree in Business, Supply Chain, Operations, or related discipline (or equivalent experience)
- Minimum 6 years of experience in Customer Solutions, Customer Service, DELIVER, or Supply Chain roles, ideally within SEA or APAC regions.
- Experience operating in multi‑market, cross‑cultural environments.
- Exposure to regulated industries (e.g. medical devices, pharmaceuticals, FMCG) preferred.
Key Capabilities & Skills
- Strong understanding of customer solutions / customer service operations within complex supply chain environments.
- Proven experience managing service performance across multi‑country or regional scopes.
- Strong stakeholder management and influencing capability across commercial and operational teams.
- Ability to translate customer insights into operational and process improvements.
- Data‑driven mindset with strong performance and problem‑solving skills.
Required Skills:
Preferred Skills:
Advanced Analytics, Business Data Analysis, Business Savvy, Category Management Strategy, Competitive Landscape Analysis, Contract Management, Cost-Benefit Analysis (CBA), Critical Thinking, Leadership, Market Savvy, Mentorship, Negotiation, Organizing, Performance Measurement, Process Improvements, Relationship Building, Risk Management, Spend Analysis, Strategic Thinking, Supplier Collaboration, Sustainable Procurement, Technical Credibility, Vendor SelectionSkills Required
- Bachelor's degree in Business, Supply Chain, Operations, or related discipline (or equivalent experience)
- Minimum 6 years of experience in Customer Solutions, Customer Service, DELIVER, or Supply Chain roles (ideally within SEA/APAC)
- Experience operating in multi-market, cross-cultural environments
- Strong understanding of customer solutions / customer service operations within complex supply chain environments
- Proven experience managing service performance across multi-country or regional scopes (KPIs, SLAs, order accuracy)
- Strong stakeholder management and influencing capability across commercial and operational teams
- Ability to translate customer insights into operational/process improvements and drive continuous improvement
- Data-driven mindset with strong performance measurement and problem-solving skills
- Experience leading, coaching, and developing customer solutions teams (people leadership and capability building)
- Exposure to regulated industries (medical devices, pharmaceuticals, FMCG)
- Knowledge of compliance, quality management systems, audit readiness, and risk mitigation in distribution/customer service
Johnson & Johnson Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Johnson & Johnson and has not been reviewed or approved by Johnson & Johnson.
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Healthcare Strength — Healthcare coverage is characterized as comprehensive across medical, dental, and vision, with added supports like onsite clinics, fitness centers, and Employee Assistance resources. Mental-health services and wellbeing reimbursements are also described as meaningful components of the overall package.
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Retirement Support — Retirement offerings are portrayed as a major differentiator, combining a 401(k) with employer matching and an employer-funded pension plan. Stock options and other long-term financial supports are also positioned as part of the broader rewards mix.
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Parental & Family Support — Family-related benefits are presented as notably strong, including paid parental leave for all new parents and additional leave types for caregiving and bereavement. Financial assistance for adoption, fertility treatment, and surrogacy is highlighted as a significant support.
Johnson & Johnson Insights
What We Do
Profound Change Requires Boldness. Johnson & Johnson is the largest and most broadly based healthcare company in the world. We’re producing life-changing breakthroughs every day, and have been for the last 130 years. The combination of new technologies and your expertise enables amazing things to happen. Teams from J&J’s consumer business are creating digital tools to help people track the health of their skin. Those working in medical devices are 3-D printing artificial joints personalized for each patient, while researchers in pharmaceuticals use AI to discover lifesaving drugs. Imagine what the rest of our team of 134,000 people at 260 companies in more than 60 countries across the world is accomplishing. We redefine what it means to be a big company in today’s world. Social Media Community Guidelines: http://www.jnj.com/social-media-community-guidelines
