Job Description
DePuy Synthes is recruiting for a(n) Advisor, Contact Center Operations, located in Manila, Philippines.
Job Overview
The Advisor, Contact Center Operations serves as a senior operational specialist within the Global Business Services (GBS) Contact Center and supports the delivery of consistent, high-quality intake, case management, and inquiry-resolution services across enterprise support functions. The Contact Center acts as the primary intake point for inquiries and standardized transaction execution, supporting services such as Human Resources, Finance, Procurement, and other GBS functions through ServiceNow and established service management processes. The capability is defined as the primary intake point for inquiries through ServiceNow and standardized transaction execution.
This role provides expertise in inquiry management, case triage, escalation handling, and service process execution while serving as a key resource for Contact Center Agents and Team Leads. The Advisor helps drive service quality, knowledge sharing, operational consistency, and continuous improvement across the Contact Center operation.
Key Responsibilities
•Serve as a subject matter expert for Contact Center processes, service offerings, inquiry management, and case routing activities across GBS functions
•Support the intake, triage, prioritization, routing, and resolution of complex or escalated inquiries, requests, and service related issues
•Provide real-time guidance and operational support to Contact Center Agents and Team Leads to ensure consistent execution of service management processes
•Review complex cases, identify root causes, and recommend appropriate actions to improve service quality and resolution effectiveness
•Maintain expertise across ServiceNow workflows, knowledge management content, service catalogs, and standardized transaction processes
•Support onboarding, training, coaching, and knowledge transfer activities to strengthen Contact Center capability and service consistency
•Partner with HR, Finance, Procurement, Technology, and other operational teams to facilitate issue resolution and support continuous service improvement
•Contribute to process enhancement initiatives, operational readiness activities, testing efforts, and service quality improvement programs
•Monitor recurring inquiry trends and provide recommendations to improve self-service, knowledge content, routing accuracy, and operational efficiency
•Promote compliance with established procedures, controls, service standards, and governance requirements
Qualifications
Education
•Bachelor's degree preferred in Business Administration, Operations, Human Resources, Finance, Communications, Information Systems, or a related field
•Relevant customer service, service management, or shared services training preferred
Experience and Skills — Required
•2–4 years of experience in shared services, contact center operations, employee support services, service management, case management, or a related operational environment
•Demonstrated experience handling complex inquiries, escalations, or issue resolution activities
•Strong understanding of service management processes, inquiry handling, and case resolution workflows
•Excellent communication, problem solving, and interpersonal skills
•Ability to manage multiple priorities while operating effectively in a fast paced service environment
•Strong attention to detail and commitment to operational accuracy and service quality
•Experience using enterprise systems, workflow tools, or case management platforms
•Operating within global or regional service delivery organizations
Experience and Skills — Preferred
•Experience working within Human Resources, Finance, Procurement, Service Management, or Shared Services organizations
•Supporting ServiceNow or similar service management platforms
•Serving as a subject matter expert, trainer, senior analyst, or escalation resource
•Supporting knowledge management, service catalog, or process documentation activities
•Familiarity with service level management, workflow automation, or continuous improvement initiatives
•Knowledge of employee service or enterprise service operating models
Other
•Language: Fluent English proficiency, both written and verbal, is required. Additional language proficiency may be preferred based on the markets supported.
•Travel: Limited travel, as business needs require
•Work arrangement: Ability to collaborate across regions and time zones and support scheduled global activities as required
•Certifications: ITIL, ServiceNow, Lean, Six Sigma, Customer Experience, or related certifications preferred
Context
Johnson & Johnson announced plans to separate its Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans.
Preferred Skills: Business Behavior, Customer Centricity, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Issue Escalation, Order Processing, Problem Solving, Quality Services, Researching, Service Excellence, Service Request Management, Technical Support, Telephone Etiquette
