Job Description
DePuy Synthes is recruiting for a 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
•Demonstrated experience leading teams operating in service delivery, case management, or employee support environments
•Strong understanding of service management practices, case management workflows, escalation management, and operational governance
•Experience managing service performance metrics, workforce planning, staffing models, and operational reporting
•Proven ability to work effectively across multiple business functions, stakeholder groups, and regions
•Strong problem solving, decision making, and leadership skills
•Excellent communication and stakeholder management capabilities
Experience and Skills — Preferred
•Supporting enterprise service management or shared services organizations
•ServiceNow or comparable case management and workflow platforms
•Familiarity with knowledge management, self-service, intelligent routing, or employee experience capabilities
•Supporting digital transformation, automation, or service optimization initiatives
•Knowledge of HR, Finance, Procurement, or employee services 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: Up to 10–15% international travel may be required
•Work arrangement: Ability to collaborate across regions and time zones and support scheduled global activities as required
•Certifications: ITIL, Service Management, Lean, Six Sigma, Workforce Management, or related certifications preferred
Company Context
Johnson & Johnson announced plans to separate its Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, regulatory approvals and other customary conditions. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would become an employee of DePuy Synthes, governed by DePuy Synthes employment processes, programs, policies, and benefit plans.
