Director, Ask GS Experience Center

Johnson Johnson; Taguig; On-site; PHP 5,000,000 - 8,000,000; Full time

Job summary

Johnson & Johnson in Philippines (Taguig) seeks a Director to lead the AskGS Experience Center, guiding the global employee experience across web, chat, phone, and digital channels. You will drive service excellence, stakeholder engagement, and continuous improvement to deliver a superior employee journey.

You will oversee 180 employees with 4-5 direct reports, shaping strategy, governance, and workforce planning while partnering with Global Services leadership to meet enterprise objectives.

Responsibilities

• Lead global AskGS Experience Center operations to deliver a consistent, high-quality employee experience across web, chat, phone, and other service channels.
• Establish and drive performance against service, quality, customer experience, and operational metrics.
• Ensure effective management of service demand, workforce planning, escalations, and business continuity activities.
• Champion employee-centric service delivery by leveraging customer feedback, operational insights, and performance data.
• Drive process simplification, knowledge management, automation, and service enhancement.
• Partner with Global Process Owners and functional leaders to address root causes and improve employee outcomes.
• Build and maintain strong relationships with Global Services leaders and stakeholders.
• Provide insights, recommendations, and performance updates to support decisions.
• Collaborate across functions to align service delivery capabilities with business priorities and employee needs.
• Lead, coach, and develop a diverse global team, including approximately 4-5 direct reports and an overall organization of approximately 180 employees.
• Foster a Credo-based culture focused on inclusion, collaboration, accountability, engagement, and high performance.
• Drive succession planning, capability development, and talent strategies.
• Ensure adherence to company policies, compliance requirements, quality standards, and internal controls.
• Maintain appropriate operating governance, performance reporting, and risk management practices.
• Support audits, business continuity planning, and operational readiness activities.
• Represent the AskGS Experience Center in Global Services governance and leadership forums.
• Lead special projects and strategic initiatives as assigned.

Job description

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com .

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Strategy & Corporate Development

Job Sub Function:

Strategic Planning

Job Category:

People Leader

All Job Posting Locations:

Taguig, National Capital Region (Manila), Philippines

Job Description:

Position Summary

The Director, AskGS Experience Center is responsible for leading the Global Services contact center and employee support experience across Johnson & Johnson. This role is accountable for delivering a seamless, customer-centric, and efficient employee experience through AskGS across all service channels.

The Director leads a global team responsible for employee interactions, service delivery excellence, stakeholder engagement, continuous improvement, and operational performance.

This leader partners closely with Global Services functional leaders and key stakeholders to improve the employee experience, drive service excellence, and support enterprise transformation initiatives.

The Director cultivates strong partnerships across Global Services, leverages customer insights and operational data to drive improvement, and develops a high-performing global organization focused on delivering exceptional employee experiences.

Scope & Complexity

This role has global responsibility for the AskGS Experience Center and leads a geographically dispersed organization supporting employees, retirees, suppliers, and HCPs across Johnson & Johnson.

Directly leads approximately 4-5 managers.

Provides leadership for an organization of approximately 180 total employees, including direct and indirect reports, across multiple regions.

Oversees support services delivered through web, chat, phone, and digital channels.

Accountable for employee experience and operational performance, including customer satisfaction, service levels, quality, responsiveness, and operational efficiency.

Partners with senior leaders and key stakeholders across Global Services to align service delivery priorities, resolve systemic issues, and advance employee experience strategies.

Manages an annual operating budget of approximately $7 million and is accountable for workforce planning, capacity management, and resource allocation across the AskGS Experience Center.

Experience Center Leadership & Service Delivery

Lead global AskGS Experience Center operations to deliver a consistent, high-quality employee experience across web, chat, phone, and other service channels.

Establish and drive performance against service, quality, customer experience, and operational metrics.

Ensure effective management of service demand, workforce planning, escalations, and business continuity activities.

Employee Experience & Continuous Improvement

Champion employee-centric service delivery by leveraging customer feedback, operational insights, and performance data.

Drive process simplification, knowledge management, automation, and service enhancement.

Partner with Global Process Owners and functional leaders to address root causes and improve employee outcomes.

Stakeholder Management & Collaboration

Build and maintain strong relationships with Global Services leaders and stakeholders.

Provide insights, recommendations, and performance updates to support decisions.

Collaborate across functions to align service delivery capabilities with business priorities and employee needs.

People Leadership & Talent Development

Lead, coach, and develop a diverse global team, including approximately 4-5 direct reports and an overall organization of approximately 180 employees.

Foster a Credo-based culture focused on inclusion, collaboration, accountability, engagement, and high performance.

Drive succession planning, capability development, and talent strategies.

Governance, Compliance & Risk Management

Ensure adherence to company policies, compliance requirements, quality standards, and internal controls.

Maintain appropriate operating governance, performance reporting, and risk management practices.

Support audits, business continuity planning, and operational readiness activities.

Other Duties

Represent the AskGS Experience Center in Global Services governance and leadership forums.

Lead special projects and strategic initiatives as assigned.