# Manager, Contact Center at Johnson & Johnson

Johnson & Johnson is hiring a Manager, Contact Center in Taguig, Philippines. Level rates it Little AI ●○○○; you can [apply on Johnson & Johnson](https://jobsbylevel.com/go/99ca9dcf-d4ef-4fdf-b597-b2e03cf99199?utm_medium=ai-agent).

AI Level 1, AI centrality 24 out of 100. Taguig, National Capital Region (Manila), Philippines.

## Details

- Company: [Johnson & Johnson](https://jobsbylevel.com/companies/johnson-johnson)
- AI level: AI Level 1 (score 24 out of 100)
- Location: Taguig, National Capital Region (Manila), Philippines
- Posted: November 2, 2026
- Apply: https://jobsbylevel.com/go/99ca9dcf-d4ef-4fdf-b597-b2e03cf99199?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=manager-contact-center-at-johnson-johnson-3a7a10

## Description

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

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/manager-contact-center-at-johnson-johnson-3a7a10

Source: https://jobsbylevel.com/jobs/manager-contact-center-at-johnson-johnson-3a7a10

## Cite this page

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