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Job Function: Strategy & Corporate Development
Job Sub Function: Strategic Planning
Job Category: People Leader
All Job Posting Locations: Taguig, National Capital Region (Manila), Philippines
Job Description:
Position Summary
The Director, AskGS Experience Center is responsible for leading the Global Services contact center and employee support experience across Johnson & Johnson. This role is accountable for delivering a seamless, customer-centric, and efficient employee experience through AskGS across all service channels.
The Director leads a global team responsible for employee interactions, service delivery excellence, stakeholder engagement, continuous improvement, and operational performance. This leader partners closely with Global Services functional leaders and key stakeholders to improve the employee experience, drive service excellence, and support enterprise transformation initiatives.
The Director cultivates strong partnerships across Global Services, leverages customer insights and operational data to drive improvement, and develops a high-performing global organization focused on delivering exceptional employee experiences.
Scope & Complexity
This role has global responsibility for the AskGS Experience Center and leads a geographically dispersed organization supporting employees, retirees, suppliers, and HCPs across Johnson & Johnson.
Directly leads approximately 4-5 managers.
Provides leadership for an organization of approximately 180 total employees, including direct and indirect reports, across multiple regions.
Oversees support services delivered through web, chat, phone, and digital channels.
Accountable for employee experience and operational performance, including customer satisfaction, service levels, quality, responsiveness, and operational efficiency.
Partners with senior leaders and key stakeholders across Global Services to align service delivery priorities, resolve systemic issues, and advance employee experience strategies.
Manages an annual operating budget of approximately $7 million and is accountable for workforce planning, capacity management, and resource allocation across the AskGS Experience Center.
Experience Center Leadership & Service Delivery
Lead global AskGS Experience Center operations to deliver a consistent, high-quality employee experience across web, chat, phone, and other service channels. Establish and drive performance against service, quality, customer experience, and operational metrics. Ensure effective management of service demand, workforce planning, escalations, and business continuity activities.
Employee Experience & Continuous Improvement
Champion employee-centric service delivery by leveraging customer feedback, operational insights, and performance data. Drive process simplification, knowledge management, automation, and service enhancement. Partner with Global Process Owners and functional leaders to address root causes and improve employee outcomes.
Stakeholder Management & Collaboration
Build and maintain strong relationships with Global Services leaders and stakeholders. Provide insights, recommendations, and performance updates to support decisions. Collaborate across functions to align service delivery capabilities with business priorities and employee needs.
People Leadership & Talent Development
Lead, coach, and develop a diverse global team, including approximately 4-5 direct reports and an overall organization of approximately 180 employees. Foster a Credo-based culture focused on inclusion, collaboration, accountability, engagement, and high performance. Drive succession planning, capability development, and talent strategies.
Governance, Compliance & Risk Management
Ensure adherence to company policies, compliance requirements, quality standards, and internal controls. Maintain appropriate operating governance, performance reporting, and risk management practices. Support audits, business continuity planning, and operational readiness activities.
Other Duties
Represent the AskGS Experience Center in Global Services governance and leadership forums.
Lead special projects and strategic initiatives as assigned.
Monitor industry trends and best practices in employee experience, customer experience, shared services, and contact center operations.
Support enterprise transformation efforts requiring employee support, change management, and service readiness capabilities.
Partner with technology, process, and service delivery teams to drive innovation and service excellence.
Required Qualifications
Required Minimum Education
Bachelor's Degree required
Advanced Degree (MBA, Master's, or equivalent) preferred
Required Years of Related Experience
Minimum 10 years of progressive experience in customer service, shared services, employee experience, contact center operations, or service delivery leadership
Minimum 5 years of people leadership experience, including management of global teams
Required Knowledge, Skills and Abilities
Demonstrated leadership experience in a global shared services, customer service, employee experience, or contact center environment.
Strong understanding of customer experience, employee experience, and service management principles.
Proven ability to drive operational excellence and continuous improvement.
Strong stakeholder management, collaboration, and influencing skills across a matrixed organization.
Experience utilizing data, analytics, and customer insights to drive decision making and business outcomes.
Strong communication and executive presentation skills.
Demonstrated ability to lead through organizational change and transformation.
Experience developing and leading high-performing teams across multiple geographies.
Strong problem-solving, strategic thinking, and decision-making skills.
Commitment to fostering an inclusive, customer-centric, and high-performance culture consistent with Our Credo.
Leadership Expectations
Demonstrates Credo-based leadership behaviors.
Creates an environment that prioritizes employee experience, customer centricity, and operational excellence.
Builds strong partnerships across Global Services and enterprise functions.
Leads with accountability, transparency, and continuous improvement.
Develops organizational capabilities and future leaders.
Drives innovation and transformation to continuously improve service delivery and employee outcomes.
Required Skills:
Preferred Skills: Alliance Formation, Business Communications, Business Planning, Business Savvy, Data Reporting, Demand Planning, Developing Others, Financial Forecasting, Inclusive Leadership, Inspirational, Leadership, Operational Excellence, Operations Management, Performance Measurement, Problem Solving, Regulatory Environment, Strategic Analysis, Strategic Change, Strategic Thinking
