DPS APAC Digital Customer Platforms Lead
PuneFull-time4–7 yrsPosted 4 days ago
Mid-level customer support role at 8080-Johnson & Johnson Private Limited Legal Entity in Pune. Needs 4+ years and a BBA or MBA.
About the role
DePuy Synthes is recruiting for a Digital Customer Platforms Lead. Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes.
What you'll do
- Act as the functional SME lead for Customer Service digital platforms, self-service channels, assisted service tools and customer interaction channels across APAC
- Provide business ownership and day-to-day coordination across EDI, customer portals, DSOS, SFDC, Genesys
- Maintain a clear view of platform performance, customer and user pain points, adoption trends, issue themes and enhancement priorities across APAC markets
- Engage APAC market and regional stakeholders to capture local requirements and translate them into clear business needs, user stories
- Support regional governance, prioritisation and tracking of platform enhancements, balancing common APAC capabilities with justified local market requirements
What you need
- CRM
- Customer service
- Customer handling
- RPA
- Problem solving
- Salesforce
Good to have
- ERP
- Six Sigma
- User flows