Senior Manager, Solutions Hub Contact Center Operations - Req to Pay (R2P)

Senior Manager, Solutions Hub Contact Center Operations - Req to Pay (R2P)

Wat we doen

Bij Kenvue realiseren we de buitengewone kracht van dagelijkse verzorging. Gebouwd op meer dan een eeuw erfgoed en geworteld in de wetenschap, zijn we het huis van iconische merken - waaronder NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON'S® en BAND-AID® die je al kent en waar je van houdt. Wetenschap is onze passie; Zorg is ons talent.

Wie we zijn

Ons wereldwijde team bestaat uit ~ 22.000 briljante mensen met een werkcultuur waar elke stem telt en elke bijdrage wordt gewaardeerd. We zijn gepassioneerd door inzichten, innovatie en toegewijd aan het leveren van de beste producten aan onze klanten. Met expertise en empathie betekent een Kenvuer zijn dat je elke dag de kracht hebt om miljoenen mensen te beïnvloeden. We stellen mensen op de eerste plaats, geven er veel om, verdienen vertrouwen met de wetenschap en lossen op met moed - en hebben schitterende kansen voor je klaarliggen! Geef samen met ons vorm aan onze toekomst - en die van jou. Klik voor meer informatie op here.

Rol rapporteert aan:

Global Head of Operations and Enablement

Locatie:

Asia Pacific, Philippines, National Capital, Paranaque

Werklocatie:

Hybride

Wat je gaat doen

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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