Director, Ask GS Experience Center

Location: Taguig, National Capital Region (Manila), Philippines

Company

Johnson & Johnson MedTech develops healthcare solutions and medical technologies as part of Johnson & Johnson's global healthcare organization.

What you will do

• Lead global AskGS Experience Center operations across web, chat, phone, and digital support channels.
• Manage service quality, customer satisfaction, responsiveness, operational efficiency, escalations, workforce planning, and business continuity.
• Use customer feedback, operational data, analytics, knowledge management, and automation to improve employee support services.
• Partner with Global Services leaders, process owners, technology teams, and functional stakeholders on service delivery and transformation initiatives.
• Lead approximately 4–5 managers and an organization of approximately 180 employees across multiple regions.
• Manage an annual operating budget of approximately $7 million and oversee governance, compliance, risk management, and resource allocation.

Requirements

• Bachelor's degree required; an MBA, master's degree, or equivalent is preferred.
• At least 10 years of progressive experience in customer service, shared services, employee experience, contact center operations, or service delivery leadership.
• At least 5 years of people leadership experience, including management of global teams.
• Experience leading global shared services, customer experience, employee experience, or contact center operations.
• Strong stakeholder management, executive communication, strategic thinking, problem-solving, data-driven decision-making, and organizational change leadership skills.
• Commitment to inclusive, customer-centric, and high-performance leadership.

Nice to have

• Advanced degree such as an MBA or master's degree.
• Experience with financial forecasting, demand planning, performance measurement, regulatory environments, and strategic change.

Culture & Benefits

• Leadership culture based on inclusion, collaboration, accountability, transparency, and continuous improvement.
• Opportunity to support employees, retirees, suppliers, and healthcare professionals across a global organization.
• Focus on developing organizational capabilities, succession planning, and future leaders.
• Participation in Global Services governance forums and enterprise transformation initiatives.