Manager, Contact Center

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.

As 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.

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