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A medical device company spinning off its orthopaedics unit as DePuy Synthes is standing up its own digital customer platform function for the Asia-Pacific region, a sign that the new standalone company is building its own commercial infrastructure rather than relying on the parent's systems.
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Job Function:
Customer ManagementJob Sub Function:
Technical Customer ServiceJob Category:
ProfessionalAll Job Posting Locations:
Pune, Maharashtra, India, Shanghai, China, Suzhou, Jiangsu, ChinaJob Description:
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. 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, programmes, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.
The Digital Customer Platforms Lead is responsible for the business ownership, coordination and continuous improvement of the digital platforms and satellite systems that support Customer Service across the Asia Pacific (APAC) region. Acting as the functional SME lead for APAC, this role owns the business process and user experience view of the end-to-end digital customer journey across diverse markets, customer segments, languages and levels of digital maturity. The role ensures platforms such as EDI, DSOS, SFDC, Genesys, OCR and related customer interaction channels are understood, governed, prioritised and improved in line with APAC market needs. Working closely with APAC Customer Service, Commercial, Supply Chain, Finance, Technology, the RPA/AI Lead and external customers, the role translates regional and market requirements into practical platform enhancements that improve ease of doing business, service efficiency, data quality, self-service adoption, assisted service effectiveness and customer experience.
Required:
Preferred:
Required Skills:
Preferred Skills:
Analytical Reasoning, Coaching, Communication, Customer Centricity, Customer Experience Management, Customer Retentions, Customer Support, Customer Support Operations, Customer Support Trends, Emerging Technologies, Issue Escalation, Presentation Development, Problem Solving, Service Request Management, Technical Support, Training People
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