Director, Ask GS Experience Center
Johnson & Johnson
Johnson & Johnson seeks a Director to lead the AskGS Experience Center, a global contact center supporting employee and stakeholder interactions across multiple service channels. The role requires managing a dispersed team of approximately 180 employees, overseeing a $7 million budget, and driving service excellence and continuous improvement initiatives.
Responsibilities
- Lead global AskGS Experience Center operations and drive performance against service quality and customer experience metrics
- Manage approximately 180 employees across multiple regions, directly overseeing 4-5 managers
- Champion employee-centric service delivery through process improvement, automation, and knowledge management initiatives
- Build stakeholder relationships across Global Services and partner with functional leaders to align service delivery with business priorities
- Oversee annual operating budget of $7 million, including workforce planning and resource allocation
Requirements
- Bachelor's degree required; MBA or Master's degree preferred
- Minimum 10 years progressive experience in customer service, shared services, or contact center operations
- Minimum 5 years leading global teams in people management roles
- Demonstrated expertise in global shared services and customer experience leadership
- Strong capability in operational performance management and service delivery metrics
- Experience with multi-channel support systems (web, chat, phone, digital)
Vacancy posted 6 days ago
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