Manager – Contact Center

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Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Taguig, National Capital Region (Manila), Philippines

Job Description:

DePuy Synthes is recruiting for a(n) Manager, Contact Center, located in Manila, Philippines. 

Job Overview

The Manager, Contact Center is responsible for leading the Global Business Services (GBS) Contact Center capability, which serves as the primary intake point for employee, contractor, and vendor inquiries across support functions including Human Resources, Finance, Procurement, and other GBS operations. The Contact Center provides consistent intake, case creation, triage, routing, and resolution support through ServiceNow and standardized service management processes. The operating model defines Contact Center as the primary intake capability for inquiries and standardized transaction execution.

This role is responsible for service delivery performance, workforce management, service quality, escalation governance, and continuous improvement across the Contact Center operation. The Manager will build and develop high-performing teams while helping establish a scalable, efficient, and employee-centric experience that improves service accessibility, responsiveness, and operational effectiveness across GBS.

Key Responsibilities

• Lead day-to-day Contact Center operations, ensuring timely and effective intake, triage, routing, and resolution of inquiries across GBS functions

• Manage Team Leads, Advisors, and Contact Center Agents while fostering a culture of accountability, service excellence, and continuous improvement

• Establish workforce planning, capacity management, and scheduling processes that support service demand and service level commitments

• Govern service performance metrics, including service levels, response times, quality, case backlog management, and customer experience outcomes

• Partner with Human Resources, Finance, Procurement, Technology, Service Management, and operational teams to ensure inquiries are routed and resolved effectively

• Oversee escalation management processes and ensure timely resolution of high priority, cross-functional, or business critical cases

• Drive operational improvements focused on service standardization, workflow simplification, knowledge management adoption, and automation opportunities

• Monitor Contact Center performance trends and implement corrective actions that improve productivity, service quality, and user experience

• Lead onboarding, training, knowledge-transfer, and readiness activities for new services, processes, and systems

• Build a high performing organization through coaching, talent development, succession planning, and employee engagement

Qualifications

Education

• Required: Bachelor’s degree in Business Administration, Operations Management, Human Resources, Finance, Communications, Information Systems, or a related field

• Preferred: Advanced degree (MBA or equivalent)

Experience and Skills

Required

• 8+ years of experience in shared services, service management, contact center operations, employee support services, or related operational leadership roles

• Demonstrated experience leading teams operating in service delivery, case management, or employee support environments

• Strong understanding of service management practices, case management workflows, escalation management, and operational governance

• Experience managing service performance metrics, workforce planning, staffing models, and operational reporting

• Proven ability to work effectively across multiple business functions, stakeholder groups, and regions

• Strong problem solving, decision making, and leadership skills

• Excellent communication and stakeholder management capabilities

Preferred

• Supporting enterprise service management or shared services organizations

• ServiceNow or comparable case management and workflow platforms

• Familiarity with knowledge management, self-service, intelligent routing, or employee experience capabilities

• Supporting digital transformation, automation, or service optimization initiatives

• Knowledge of HR, Finance, Procurement, or employee services operating models.

Other

• Language: Fluent English proficiency, both written and verbal, is required. Additional language proficiency may be preferred based on the markets supported.

• Travel: Up to 10–15% international travel may be required

• Work arrangement: Ability to collaborate across regions and time zones and support scheduled global activities as required

• Certifications: ITIL, Service Management, Lean, Six Sigma, Workforce Management, or related certifications preferred

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.

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.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

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Required Skills:

Preferred Skills:

Customer 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