Kenvue 目前正在招聘 a：
我们做什么
在 Kenvue，我们意识到日常护理的非凡力量。我们以一个多世纪的传统为基础，植根于科学，是标志性品牌的品牌 - 包括您已经熟悉和喜爱的 NEUTRGENA®、AVEENO、TYLENOL®®、LISTERINE®、JOHNSON'S® 和 BAND-AID®。科学是我们的热情所在;关心就是我们的才能。
我们是谁
我们的全球团队由 ~ 22,000 名才华横溢的员工组成，他们的职场文化中，每个声音都很重要，每一个贡献都受到赞赏。 我们热衷于洞察， 创新并致力于为我们的客户提供最好的产品。凭借专业知识和同理心，成为 Kenvuer 意味着每天有能力影响数百万人。我们以人为本，热切关怀，以科学赢得信任，以勇气解决——有绝佳的机会等着您！加入我们，塑造我们和您的未来。有关更多信息，请单击 here.
Role reports to：
Global Head of Operations and Enablement位置：
Asia Pacific, Philippines, National Capital, Paranaque工作地点：
混合你会做什么
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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