Service Experience Center Success Lead

Come work at the forefront of science - and help the brands you grew up with grow and evolve into the next generation.

This service is set to disconnect automatically after {0} minutes of inactivity. Your session will end in {1} minutes. Click OK to reset the timer to {0} minutes.

You have been signed out. This service is set to sign out after {0} minutes of inactivity.

Job Description - Service Experience Center Success Lead (2407022278W)

Service Experience Center Success Lead - 2407022278W

Description

Kenvue is currently recruiting for:

Service Experience Center Success Lead

The Service Experience Center Success Lead will drive quality initiatives within the Experience Center to provide exceptional service to our Kenvuer.

This position reports into Global Contact Center Lead and is based at Paranaque, Philippines.

Who We Are

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA, AVEENO, TYLENOL, LISTERINE, JOHNSON’S and BAND-AID that you already know and love. Science is our passion; care is our talent. Our global team is made by 22,000 diverse and brilliant people, passionate about insights, innovation and committed to deliver the best products to our customers. With expertise and empathy, being a Kenvuer means to have the power to impact life of millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you! Join us in shaping our future–and yours.

What You Will Do

The Service Experience Center Success Lead is responsible for leading quality initiatives within the Experience Center to provide exceptional service to our Kenvuer. This position will also tie all quality efforts by developing the training strategy and will also oversee process alignments and ownership.

Key Responsibilities

· Define and implement quality initiatives, establishing metrics, monitoring performance, and driving a culture of continuous improvement.

· Develop and implement quality assurance processes and procedures to ensure consistent delivery of high-quality customer service.

· Monitor and evaluate customer interactions, providing feedback and coaching to team members to enhance performance and adherence to quality standards.

· Conduct regular quality assessments and audits, identifying trends, areas for improvement, and training needs.

· Identify training needs and gaps through performance evaluations, quality assessments, and feedback from stakeholders.

· Develop and implement a comprehensive training strategy for the contact center team, aligning training initiatives with business goals and objectives.

· Design and deliver training programs that address skill development, product knowledge, customer service techniques, and process improvements.

· Collaborate with subject matter experts and stakeholders to create training materials, resources, and job aids that support effective learning and performance.

· Collaborate with stakeholders across different regions to standardize processes, improve efficiency, and optimize customer experience.

· Take ownership of process improvement initiatives, leveraging data and analytics to identify areas for enhancement and implement sustainable solutions.

· Analyze customer feedback and identify trends or areas for improvement, implementing corrective actions and sharing insights with the wider organization.

Qualifications

What We Are Looking For

Required Qualifications

· 3+ years of Shared Services or Customer Service leadership and people management experience.

· Extensive experience in contact center support, with a focus on process alignment, training strategy, and quality initiatives.

· Proven track record of successfully leading global process alignment and improvement initiatives in a contact center environment.

· Knowledge of quality management principles and methodologies, with experience in driving quality initiatives and best practices.

· Excellent analytical skills, with the ability to analyze data, identify trends, and make data-driven decisions.

· Strong project management skills, with the ability to prioritize tasks, meet deadlines, and manage multiple projects simultaneously.

· Exceptional communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.

· Experience in developing and delivering training programs, including instructional design and evaluation.

· Strong leadership and people management skills, with the ability to motivate and inspire teams to achieve excellence.

· Flexibility to work in a shift-based schedule, including evenings and holidays, as required.

Desired Qualifications

· Experience in a shared services organization (e.g. HR, Finance, Procurement, or Contact Center)

· Understanding of shared service and contact center operations

· Experience with service center technologies and processes

What’s In It For You

· Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!

· Learning & Development Opportunities

· Employee Resource Groups

· This list could vary based on location/region

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.

Primary Location

Primary Location

Asia Pacific-Philippines-National Capital-Paranaque

Kenvue is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive considerationfor employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin,or protected veteran status and will not be discriminated against on the basis of disability.andEqual Employment Opportunity Posters GINA Supplement.

If you are an individual with a disability, please check ourpage for information on how to request an accommodation.Disability Assistance

This site is governed solely by applicable U.S. laws and governmental regulations. Please see our Use of this site constitutes your consent to application of such laws and regulations and to our . Your use of the information on this site is subject to our . You should view in order to receive the most current information made available by Kenvue. with any questions or search this site for more information. Privacy Policy. Privacy Policy Terms of Service in the Legal Notice the Media section Contact Us

Kenvue leverages automation tools in its talent acquisition process for efficiency. These tools may help matching your skills and experience to a given role and assist in scheduling interviews. If you are concerned, you have the right to request how those tools are leveraged for selection. To do so, please for any questions. For more information about processing of your personal information and your privacy rights see the .Contact Us Careers Privacy Policy

#J-18808-Ljbffr