Senior Manager, Product Operations & Testing (ServiceNow/Genesys)

Location: Taguig, National Capital Region (Manila), Philippines. The role requires working a mid shift from 3:00 PM to 12:00 AM.

Company

Johnson & Johnson MedTech develops healthcare and medical technology solutions focused on improving patient and employee outcomes.

What you will do

• Define and lead the business testing strategy, standards, governance, quality controls, and operating model for Global Services Interaction Model digital products.
• Lead UAT, business validation, operational acceptance, end-to-end process testing, defect triage, and launch readiness validation.
• Coordinate testing and readiness activities across Experience Center, Human Resources, Finance, Procurement, Technology, Service Delivery Operations, and other stakeholders.
• Establish product operations governance, performance monitoring, dashboards, KPIs, issue management, root-cause analysis, and service optimization practices.
• Assess launch, product, operational, compliance, security, and audit risks and provide executive readiness recommendations.
• Drive standardization, automation, continuous improvement, and operational excellence across testing and product operations.

Requirements

• Bachelor’s degree in Business, Technology, Information Systems, Operations Management, Engineering, Continuous Improvement, or a related field.
• At least 8 years of experience in product operations, testing management, service management, product management, digital product delivery, or a related discipline.
• Experience leading enterprise-scale UAT programs, business validation, testing governance, and quality management processes.
• Strong knowledge of SDLC, agile delivery, release management, cross-functional stakeholder management, and enterprise digital product operations.
• Experience with ServiceNow, Genesys, CRM solutions, employee experience platforms, Microsoft Office, JIRA, Confluence, and reporting tools.
• Strong analytical, problem-solving, decision-making, executive communication, dashboard, KPI, and performance-reporting skills.

Nice to have

• Experience with employee experience, shared services, digital workplace, service management, testing automation, or quality management programs.
• Working knowledge of ITIL, Product Operations, DevOps, or Service Management practices.
• CSPO, CSM, SAFe, ITIL, PMP, or equivalent professional certification.
• Experience leading organizational transformation, platform modernization, or service management initiatives.

Culture & Benefits

• Inclusive work environment guided by the company’s Credo.
• Professional role within a global healthcare and MedTech organization.
• Focus on quality, accountability, continuous learning, operational excellence, and employee experience.