Senior Supervisor, Customer Service – MedTech (Bogotá)

About the role

Johnson & Johnson MedTech is seeking a Senior Supervisor for Customer Service in Bogotá to lead regional technology initiatives that enhance order automation, connectivity, and overall customer experience. You will act as the Business Product Owner for key platforms and drive improvements across internal and external customer interactions.

Key responsibilities

• Design and implement technology roadmaps for Customer Solutions operations across LATAM.
• Develop business cases, lead senior‑leadership approval sessions, and oversee implementation plans.
• Manage external providers of API, EDI, RPA, and other technology solutions.
• Own platforms such as Salesforce (SFDC), Genesys, and the Johnson & Johnson Customer Center for Order Management (JJCC), handling enhancements and issue resolution.
• Lead local and regional project‑management initiatives aligned with business objectives.
• Maintain and improve e‑commerce systems, driving standards and proactive communication.
• Collaborate with business segments to address opportunities from customer surveys and business needs.
• Implement Customer Experience (CX) system solutions across selected country groups.

Required profile

• Proven experience in supervising customer service operations within a technology‑focused environment.
• Strong analytical and business‑case development skills.
• Ability to work cross‑functionally with IT, operations, and external vendors.

Required skills

• API integration
• EDI
• Robotic Process Automation (RPA)
• Salesforce (SFDC)
• Genesys
• Enterprise Resource Planning (ERP) systems
• E‑commerce platforms