.About Johnson & Johnson: At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions 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 https://www.Jnj.Com/ .Position Summary: The APAC Experience Team Leader is expected to manage regional S2S operational issues reported through ASKGS Channels, partnering with BU Procurement, S2C, Payment, VMD and UAM to drive daily operations excellence, monitoring ASKGS service quality and sustainability through strong management processes. This role also leads regional training processes to conduct high-quality knowledge education for business users and suppliers. In the meantime, he/she is responsible for establishing and updating Experience Contents on each Procurement related platform and supporting/leading the deployment of Experience improvements, initiatives, and projects to drive a consistent, frictionless experience for internal and external customers.Major Duties and Responsibilities: Operational Management: Monitor daily ASKGS operations: review case volumes (closed/aging) and audit quality, deliver operational excellence, and maximize customer service satisfaction.Lead governance discussions with relevant stakeholders in the respective markets, execute Voice of the Customer (VOC) action plans, and act as an active role between users and GS Procurement.Identify, resolve, and communicate critical user support issues in a timely manner, maintaining a professional attitude during service delivery and resolution of issues.Monitor service recovery process implementation with high-quality investigation and root cause analysis.Proactively support smooth ASKGS cases escalation among all key S2S processes, using discretion in escalating issues to appropriate parties.NPS data capturing and collection, ensuring that all KPIs are met regularly.Training Management: Lead to produce/update User/Supplier training contents, manage the annual training calendar to ensure all planned sessions are delivered on time and with high quality.Coach team members with training delivery skills and partner with operational teams to ensure new process and system changes are well updated into training materials.Connect with market stakeholders and heavy users to collect pain points, frequent topics, and improvement ideas to enhance training materials.Design and manage Training Feedback mechanism to consistently reflect and improve training.Content Management: Execute centralized management of APAC Contents, including drafting, reviewing, approving, deleting, and storing, managing the whole life cycle of APAC Contents