Sr. Manager, Content Mgmt

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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Partner with GBS functional content owners, teams, and subject matter experts to identify missing, outdated, duplicative, or inconsistent content and coordinate remediation to ensure accuracy and compliance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 feedback

Strong stakeholder management skills and the ability to influence authors, reviewers, functional leaders, and technology teams in a matrixed organization.

Strong process documentation, knowledge management, and content governance skills, including the ability to translate complex operational processes into consumable knowledge assets and work instructions

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, det