Manager, Support and Business Operations

Manager, Support and Business Operations

What we do

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.

Who We Are

Our global team is ~ 22,000 brilliant people with a workplace culture where every voice matters, and every contribution is appreciated.  We are passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact 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. For more information, click here.

Role reports to:

Sr. Manager, Digital Solutions & Business Operations

Location:

Asia Pacific, India, Karnataka, Bangalore

Work Location:

Hybrid

What you will do

About Kenvue:

Kenvue is a leading consumer health company dedicated to providing innovative health solutions that enhance the well-being of people around the globe. We are committed to delivering quality products while ensuring customer satisfaction and operational excellence.

Position Overview:

Key Responsibilities:

1. Team Leadership:

• Lead, mentor, and develop a diverse team of support and operations professionals.

• Foster a culture of continuous improvement, accountability, and high performance.

2. Operational Excellence:

• Oversee the daily operations of the support team, ensuring timely and effective resolution of customer inquiries and issues.

• Develop and implement processes and procedures to enhance operational efficiency and customer satisfaction.

3. SLA Tracking and KPI Management:

• Establish, monitor, and report on Service Level Agreements (SLAs) to ensure compliance and timely service delivery.

• Define, track, and analyse key performance indicators (KPIs) related to support operations, customer satisfaction, and team performance.

• Utilize SLA and KPI data to identify trends and make informed decisions to drive continuous improvement initiatives.

4. Strategic Planning:

• Collaborate with senior leadership to define business goals and develop strategies that align with Kenvue’s objectives.

• Identify opportunities for process improvement and innovation within support and business operations.

5. Cross-Functional Collaboration:

• Work closely with various departments, including Sales, Marketing, and Product Development, to ensure alignment and support for business initiatives.

• Act as a liaison between support teams and other business units to facilitate communication and resolve issues.

6. Internal Customer/ End User Focus:

• Champion an end-user/ internal customer-centric approach within the organization, ensuring that customer needs and feedback are prioritized in all operational decisions.

• Develop and maintain strong relationships with key stakeholders, including end-user/ internal customers, to understand their needs and expectations.

7. Training and Development:

• Design and implement training programs to enhance the skills and knowledge of support staff.

• Stay current on industry trends and best practices to ensure the team remains competitive and informed.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA preferred.

• 10+ years of experience in support and business operations, preferably within the consumer health or related industry.

• Proven track record of successfully managing teams and driving operational improvements.

• Strong analytical skills with the ability to interpret data and make data-driven decisions.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across multiple teams.

• Experience with customer relationship management (CRM) systems and operational tools.

• Strong problem-solving skills and a strategic mindset.

What We Offer:

• Competitive salary and benefits package.

• Opportunities for professional growth and development.

• A dynamic and inclusive work environment.

• The chance to make a meaningful impact on the health and well-being of consumers around the world.

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