Kenvueは現在、以下求人を募集しております。
Senior Manager, Solutions Hub Contact Center Operations - Req to Pay (R2P)私たちがしていること
私たちKenvueは、日々のケアが持つ驚くべき力を信じています。100年以上の伝統と科学に根ざし、Neutrogena®, Aveeno®, Tylenol®, Listerine®, Johnson’s® and BAND-AID®など、皆様が既にご存じでご愛用いただいているアイコニックなブランドを提供しています。科学は私たちの情熱であり、ケアは私たちの才能です。
Who We Are
私たちのグローバルチームは、インサイトとイノベーションに情熱を注ぎ、最高の製品をお客様にお届けすることに全力を注ぐ、多様で優秀な22,000人以上の社員で構成されています。専門知識と共感力を備えたKenvuerであることは、毎日何百万人もの人々の生活に影響を与える力を持つことを意味します。私たちは、人を第一に考え、全身全霊をもってケアし、サイエンスで信頼を獲得し、勇気をもって解決します。私たちとあなた自身の未来を、共に切り開いていきましょう。
Role reports to:
Global Head of Operations and Enablement場所:
Asia Pacific, Philippines, National Capital, Paranaque勤務地:
ハイブリッドあなたがすること
The Senior Manager, Solutions Hub Contact Center Operations – Req to Pay (R2P) leads and evolves our employee support experience globally. This role is pivotal in driving operational excellence and strategic alignment across our multi-functional Contact Center ecosystem, ensuring high-quality service delivery and service delivery improvement.
Scope of Leadership:
The Senior Manager oversees:
- R2P Contact Center Operations globally.
- The Specialists Team, responsible for:
- Training and enablement of Contact Center Associates.
- Quality monitoring and performance coaching.
- “Shift left” initiatives in partnership with Tier 2 teams to improve first contact resolution and L1 effectiveness.
Key Responsibilities
- Lead Contact Center operations, ensuring consistent service delivery across inbound channels (phone, chat, web forms).
- Partner with global and regional stakeholders to align service delivery with evolving business needs.
- Drive performance against KPIs and SLAs through strategic resource planning, coaching, and continuous improvement.
- Champion a customer-first culture, using data and insights to identify trends and root causes, and implement solutions that enhance employee experience.
- Collaborate with Knowledge Management, Product Owners, and Service Delivery teams to ensure content, workflows, and escalation paths are optimized.
- Oversee training programs and quality assurance processes to maintain high standards and support team development.
- Lead cross-functional “shift left” initiatives to reduce escalations and improve resolution at the first point of contact.
- Foster a high-performing, inclusive team culture and develop a strong pipeline of global, diverse talent.
- Partner with the Knowledge Operations team to continuously improve self-service capabilities by enhancing article quality, optimizing searchability, and aligning content with real-time employee needs.
- Collaborate with Workforce Management to monitor live call and chat volumes, ensuring staffing levels and response times meet service level targets and adapt dynamically to demand.
- Engage with other Solutions Hub Contact Center teams—including HR Helpdesk, ITSM, and Expense Reporting—to share best practices, align escalation protocols, and drive consistency in employee support across functions.
What We Are Looking For
Key Qualifications
- Bachelor’s degree in Business, Finance, or related field required.
- 10+ years of progressive leadership in Contact Center or Shared Services environments.
- Proven success managing regional or global teams, with a strong understanding of cultural and operational nuances.
- Expertise in R2P domains, with working knowledge of Tier 2 functions and digital platforms (e.g., SAP S4, Ariba, Tungsten).
- Experience with service center technologies (case management, telephony, chat, knowledge systems).
- Strong analytical, communication, and stakeholder management skills.
- Demonstrated ability to drive measurable improvements in service delivery.
What’s In It For You
- Competitive Benefit Package
- Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!
- Learning & Development Opportunities
- Employee Resource Groups
- Flexible Work Arrangements
Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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