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在 Kenvue，我們意識到日常護理的非凡力量。我們以一個多世紀的傳統為基礎，植根於科學，是標誌性品牌的品牌 - 包括您已經熟悉和喜愛的 NEUTRGENA®、AVEENO、TYLENOL®®、LISTERINE®、JOHNSON'S® 和 BAND-AID®。科學是我們的熱情所在;關心就是我們的才能。
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我們的全球團隊由 ~ 22,000 名才華橫溢的員工組成，他們的職場文化中，每個聲音都很重要，每一個貢獻都受到讚賞。 我們熱衷於洞察， 創新並致力於為我們的客戶提供最好的產品。憑藉專業知識和同理心，成為 Kenvuer 意味著每天有能力影響數百萬人。我們以人為本，熱切關懷，以科學贏得信任，以勇氣解決——有絕佳的機會等著您！加入我們，塑造我們和您的未來。有關更多資訊，請按兩下 here.
Role reports to：
Global Head of Operations and Enablement位置：
Asia Pacific, Philippines, National Capital, Paranaque工作地點：
混合你會做什麼
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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