Director, Global Employee 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

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.