DPS APAC Digital Customer Platforms Lead

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

• 4–7 yrs of experience
• CRM
• Customer service
• Customer handling
• RPA
• Problem solving
• Salesforce
• BBA or MBA

Good to have

• ERP
• Six Sigma
• User flows