Sr. Manager, Content Mgmt

Biopharma Asia

Taguig

On-site

PHP 1,500,000 - 2,100,000

Full time

2 days ago

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Job summary

Johnson & Johnson’s DePuy Synthes unit is seeking a Sr. Manager, Content Management in Manila, Philippines.

You will lead strategy, governance, and maintenance of operational knowledge—ensuring accurate, standardized documentation, knowledge articles, service catalogs, and SOPs across Global Business Services. You will partner with PMO, Service Management, Technology, and SMEs to strengthen process consistency and enable self-service capabilities.

Qualifications

8–10 years in enterprise knowledge management or related operations.
Experience designing content governance and end-to-end lifecycle processes.
Experience establishing content standards, taxonomies, metadata, and ownership models.
Strong program management across multiple functions and stakeholders.

Responsibilities

Define enterprise content management strategy, operating model, roadmap, and governance for GBS content.
Manage end-to-end content lifecycle including intake, authoring, review, publishing, localization, and archiving.
Establish content standards for structure, taxonomy, metadata, templates, and accessibility.
Lead development of knowledge repositories, SOPs, work instructions, FAQs, and service catalogs.
Collaborate with content owners to identify gaps and ensure accuracy and compliance.
Set roles and workflows for contributors, reviewers, approvals, and owners.
Monitor content quality, search performance, and utilization to drive improvements.
Prepare content for generative AI and AI-assisted experiences.

Skills

Knowledge management

Content governance

End-to-end content lifecycle

ServiceNow

Documentation governance

Operational support

Metadata

Education

Bachelor’s degree in Knowledge Management / related field

Master’s degree in Knowledge Management / related discipline

Tools

ServiceNow Knowledge Management

SharePoint

Job description

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 & J onathan & 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

Customer Management

Job Sub Function

Customer Service Operations

Job Category

People Leader

All Job Posting Locations

Taguig, National Capital Region (Manila), Philippines

Job Description

DePuy Synthes is recruiting for a(n) Sr. Manager, Content Management, located in Manila, Philippines.

The Sr. Manager, Content Management leads the strategy, governance, and maintenance of operational knowledge and process content across Global Business Services (GBS) functions. This role ensures employees, service teams, and support functions have access to accurate, standardized, and easy-to-use process documentation, knowledge articles, service catalogs, FAQs, and operating procedures that support consistent execution and efficient service delivery.

This role establishes scalable standards for the creation, review, approval, maintenance, and governance of operational knowledge assets. By partnering with GBS functions, Process Design, Service Management, Technology, and functional subject matter experts, the Sr. Manager will strengthen process consistency, support self-service capabilities, and ensure process changes are accurately reflected in enterprise knowledge content.

Key Responsibilities

Define and lead the enterprise content management strategy, operating model, roadmap, and governance framework for GBS content
Manage the end-to-end content lifecycle, including intake, prioritization, authoring, editing, review, approval, publishing, localization, maintenance, archiving, and retirement
Establish content standards covering structure, taxonomy, metadata, templates, style, accessibility, searchability, ownership, review frequency, and quality
Lead the development and maintenance of knowledge repositories, ServiceNow knowledge articles, standard operating procedures (SOPs), work instructions, FAQs, service catalogs, and operational process documentation
Partner with GBS functional content owners, teams, and subject matter experts to identify missing, outdated, duplicative, or inconsistent content and coordinate remediation to ensure accuracy and compliance
Establish clear roles, decision rights, workflows, controls, and service expectations for content contributors, reviewers, approvers, publishers, and owners
Monitor content quality, process documentation effectiveness, search performance, and knowledge article utilization to identify opportunities for improvement and standardization
Prepare content for responsible use in generative AI, virtual assistant, search, and agent support experiences by strengthening quality, structure, metadata, and governance
Lead knowledge consolidation, documentation rationalization, controlled document governance, and content quality improvement initiatives across Global Services functions
Build content management capability through playbooks, templates, training, communities of practice, coaching, and clear operating guidance
Monitor content risks, dependencies, delivery milestones, and quality issues, escalating material concerns and coordinating resolution

Qualifications

Education

Required: Bachelor’s degree in Knowledge Management, Business Administration, Information Systems, Information Science, Operations Management, Industrial Engineering, or a related field

Preferred: Master’s degree in Knowledge Management, Information Systems, Business Administration, Operations Management, or a related discipline

Experience and Skills

Required

8 to 10 years of relevant experience in enterprise knowledge management, operational content management, process documentation governance, ServiceNow knowledge management, controlled documentation, or related operational support functions
Demonstrated experience designing or leading content governance and end-to-end content lifecycle processes
Experience establishing content standards, taxonomies, metadata, templates, quality controls, review cycles, and ownership models
Strong program management skills, with experience coordinating complex content initiatives across multiple functions and stakeholder groups
Demonstrated ability to improve content quality, findability, usability, consistency, and adoption using data and user feedbackWait I typed incorrectly. Let's fix this.

Preferred

ServiceNow knowledge management, SharePoint, content management systems, enterprise search, or comparable content platforms
Supporting self-service portals, contact centers, service agents, employee support environments, or omnichannel experiences
Preparing governed enterprise content for generative AI, intelligent search, virtual assistants, or agent‑assist capabilities
Leading content contributors or managing a distributed content owner network
Healthcare, medical devices, life sciences, or another regulated environment
Governing standard operating procedures, process documentation, work instructions, service catalogs, or controlled operational content
Supporting process transformations, system implementations, workflow redesign, or continuous improvement initiatives through documentation and knowledge management activities

Other

Language: Fluent English proficiency, both written and verbal, is required. Additional language proficiency may be preferred based on the markets supported.
Travel: Up to 10% international travel may be required based on business needs
Certifications: Knowledge management, content strategy, information architecture, accessibility, ServiceNow, Agile, or project-management certification preferred
Work arrangement: Ability to collaborate across regions and time zones and support scheduled global activities as required
Physical requirements: No role‑specific lifting, vehicle, or other physical requirement has been identified for this office-based position
Union requirements: No role‑specific union language has been identified.
Driver’s license: Not required for this role

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com .

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

Required Skills

Preferred Skills