Director, AskGS Experience Center

About the role

The Director, AskGS Experience Center leads the Global Services contact center and employee support experience across Johnson & Johnson, delivering a seamless, customer-centric and efficient employee experience through AskGS across all service channels. The role is accountable for employee experience and operational performance, including customer satisfaction, service levels, quality, responsiveness and efficiency. It is based in Taguig, Philippines.

Key responsibilities

• Lead global AskGS operations across web, chat, phone and other channels, driving performance against service, quality, customer experience and operational metrics.
• Manage service demand, workforce planning, escalations and business continuity, and oversee support services delivered through digital channels.
• Drive process simplification, knowledge management, automation and service enhancement using customer feedback and operational data.
• Partner with Global Services leaders and stakeholders to align service priorities, resolve systemic issues and advance employee experience strategies.
• Manage an annual operating budget of about $7 million, including workforce planning, capacity management and resource allocation.
• Lead, coach and develop a global team of about 4-5 direct reports and an organization of about 180 employees, including succession planning and talent development.
• Ensure compliance, quality standards and internal controls, and support audits, business continuity planning and risk management.
• Represent the center in Global Services governance forums, lead special projects and monitor industry trends.

Required profile

• Bachelor's degree required; advanced degree (MBA, Master's or equivalent) preferred.
• 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 managing global teams.
• Demonstrated leadership in a global shared services, customer service, employee experience or contact center environment.

Required skills

• Strong understanding of customer experience, employee experience and service management principles.
• Ability to use data, analytics and customer insights to drive decisions.
• Strong communication, executive presentation and stakeholder management skills.
• Experience leading through organizational change and building high-performing teams across multiple geographies.