GCS Team Leader - Gulf + RoMEA

About the role

Johnson & Johnson MedTech is hiring a Global Customer Solutions Team Leader for its Distributor Markets function, based in Cairo. The role leads day-to-day customer service operations across the Gulf and Rest of Middle East & Africa (RoMEA), where business is mainly done through distributors. It combines operational leadership, people management and transformation delivery, moving the organization from reactive issue handling to proactive, insight-led customer and distributor management.

Key responsibilities

• Lead end-to-end customer service operations across Gulf and RoMEA distributor markets, including order management, returns, delivery follow-up, invoicing support and escalations.
• Supervise the regional team, balance workloads, set clear objectives and monitor performance against agreed service levels.
• Establish a structured operating rhythm with the team and distributors to review priorities, ageing items, open risks and actions.
• Act as the first operational escalation point, drive cross-functional resolution and maintain ownership until closure.
• Strengthen distributor engagement through regular performance reviews, clear expectations and joint improvement plans.
• Drive the regional transformation roadmap while keeping business continuity and consistent customer service.
• Standardize processes, controls, work instructions and governance across markets, and lead continuous improvement initiatives.
• Identify and implement automation, reporting and AI-enabled solutions with Digital, IT and process owners.
• Use dashboards, trend analysis and early-warning indicators to anticipate risks, and coach the team to use data and solve root causes.
• Define and monitor KPIs, ensure compliance with policies and controls, and collaborate across Commercial, Supply Chain, Planning, Deliver, Finance, Quality, Regulatory Affairs and Digital.

Required profile

• Bachelor's degree in supply chain, Business, Engineering or a related field; an advanced degree is an advantage.
• At least 7 years of relevant experience in Customer Solutions, Order Management or Supply Chain, with prior team leadership or supervisory experience.
• Demonstrated experience supporting distributor-led or indirect markets across multiple countries.
• Strong end-to-end Order-to-Cash knowledge, including order management, delivery coordination, returns, invoicing, dispute handling and escalations.
• Proven track record in process improvement, standardization, transformation or project delivery.
• Fluent English required.

Required skills

• End-to-end Order-to-Cash knowledge and an end-to-end supply chain mindset.
• Analytical skills and confidence using KPIs, dashboards and data.
• Hands-on experience identifying and implementing automation, reporting or digital solutions; exposure to AI-enabled customer operations is an advantage.
• Preferred: Business Process Management (BPM), CAPA, customer retention and satisfaction, and stakeholder management.