{"id":3351364,"url":"https://alion.io/job/johnson-johnson-customer-service-manager","title":"Customer Service Manager","company":{"id":14152,"name":"Johnson & Johnson","domain":"jnj.com","url":"https://alion.io/company/jnj","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":179,"ghost_share":0,"stale_share":0.777,"repost_share":0,"time_to_fill_p50_days":9,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"staff","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":["CO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"closed","first_seen_at":"2026-10-27T18:39:49Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-29T20:59:25Z","board_verified":false,"closed_at":"2026-10-29T20:59:25Z","days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"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.\nAs 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.\nJob Function:\nCustomer ManagementJob Sub Function:\nCustomer Service OperationsJob Category:\nPeople LeaderAll Job Posting Locations:\nBogotá, Distrito Capital, ColombiaJob Description:\nOverall purpose of job:\nThe Customer Service Manager is responsible for providing oversight for all Customer Service Center resources.\nLeads all Customer Service operations for the Brazilian market, with supervisors and analysts reporting directly to the role.\nProvides strategic insights into customer needs and resolves issues escalated by Customer Service supervisors and staff.\nMaintains expertise in all transactional processes performed by direct reports and a thorough understanding of Deliver Operations (WH/TR) and the Customer Service organization.\nBuilds strong cross-functional relationships and collaboration.\nEffectively manages key relationships and interdependencies between Customer Service and Supply Chain Planning, Deliver, Finance, Commercial, and Shared Services. \nEnsures strong Customer Service operational performance, achievement of financial targets, quality results, and an excellent customer experience.\nReports directly to the LATAM Customer Solutions Head.\nEssential duties and responsibilities:\nResponsible for overseeing the Customer Service transactional processes related to Order entry and returns y/o rejections management.\nProvide oversight for the resolution of customer needs.\nResponsible for maintaining compliance and consistency with customer interactions executed by Customer Service Specialist and Supervisors.\nThe Customer Service Manager will monitor team efficiency and effectiveness based on pre-determined organization performance metrics.\nIndividual will manage a team of professionals by attracting talent, developing talent, and retaining talent through transparent conversations with employees.\nEstablishes and monitors service-level objectives and key performance indicators, including customer satisfaction, order accuracy, response time, backlog, and complaint resolution.\nLeads workforce planning, capacity management, scheduling, and resource allocation to meet business demand and maintain service continuity.\nOwns governance for complex escalations, ensuring timely root-cause analysis, corrective actions, and clear communication with customers and internal stakeholders.\nIdentifies and implements process improvements, standardization, automation, and digital solutions that increase efficiency and improve the customer experience.\nMaintains and continuously improves standard operating procedures, service policies, escalation protocols, and business continuity plans.\nEnsures compliance with quality standards, regulatory requirements, internal controls, data privacy obligations, and audit expectations.\nPrepares and presents performance reports, operational risks, customer insights, and improvement plans to senior leadership.\nManages the Customer Service operating budget, headcount, overtime, and supplier or technology costs within approved targets.\nTranslates voice-of-customer insights, complaint trends, and service data into recommendations for Commercial, Supply Chain, Quality, Finance, and other business partners.\nDefines team capability plans, coaching routines, succession pipelines, and development actions to build engagement and sustainable performance.\nRequirements:\nPortuguese, Spanish and English advanced are necessary.\n10 years’ relevant experience in Customer Service or correlated areas\nEssential knowledge and skills:\nTechnical skills: MS Office, SAP, CIC\nOffice skills: Standard office telephone, Email, Outlook\nProfessional skills: Ability to make quick decisions; Perform efficiently and effectively; Deal with multi-source of information Demonstrate proficiency in written and oral communications\nCore competencies required for this role:\nDevelop deep insights into the needs of our patients, customers, markets and communities.\nDrive innovation; anticipate and shape industry and market changes to advance health care globally.\nCreate an environment where leadership and talent development is top priority.\nDeliver results by inspiring and mobilizing people and teams.\nOther features of the job:\n15% of Travel for Brazil (Customers meetings)\nJob location:\nBogotá, Colombia.\nRequired Skills:\nPreferred Skills:\nCustomer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Efficiency Analysis, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Quality Services, Resource Management, Team Management","description_format":"text","description_chars":5547,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Portuguese","level":"Advanced (C1)","optional":false},{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Colombia","iso":"CO","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Prescription Drugs","Surgical Instruments & Devices","Orthopedic & Spine Implants"],"lifecycle":[{"event":"open","at":"2026-10-27T18:39:49Z"},{"event":"close","at":"2026-10-29T20:59:25Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/johnson-johnson-customer-service-manager","json_url":"https://alion.io/job/johnson-johnson-customer-service-manager.json","meta":{"generated_at":"2026-11-01T02:08:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3214,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":14152},"rest":"https://alion.io/mcp/rest/get_company?id=14152"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjohnson-johnson-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjohnson-johnson-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjohnson-johnson-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/johnson-johnson-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjohnson-johnson-customer-service-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3351364}},{"tool":"search_jobs","arguments":{"company":"jnj.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3351364},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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