DPS APAC Digital Customer Platforms Lead

Job description

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 jnj.com. As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. Job Function: Customer Management Job Sub Function: Technical Customer Service Job Category: Professional All Job Posting Locations: Pune, Maharashtra, India, Shanghai, China, Suzhou, Jiangsu, China Job Description: APAC Digital Customer Platforms Lead 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. Job OverviewThe 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. Key ResponsibilitiesAct 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, OCR and related satellite systems supporting APAC digital ordering, self-service and assisted service. Maintain a clear view of platform performance, customer and user pain points, adoption trends, issue themes and enhancement priorities across APAC markets, recognising differences in market maturity, language, regulation and customer operating models. Engage APAC market and regional stakeholders to capture local requirements and translate them into clear business needs, user stories, process requirements and enhancement requests for Technology and delivery partners. Support regional governance, prioritisation and tracking of platform enhancements, balancing common APAC capabilities with justified local market requirements. Track and communicate the impact of improvements by market and across the region, including adoption, channel shift, service efficiency, issue reduction, data quality and customer experience outcomes. Partner with APAC Customer Service, Commercial, Supply Chain, Finance, Technology and external customers to resolve platform issues and improve digital ordering, self-service adoption and assisted service experiences. Work closely with the RPA/AI Lead to identify APAC platform processes, data flows and user journeys that could be improved through automation or AI-enabled solutions. Develop and maintain regionally consistent platform documentation, process flows, training materials and user guidance, with appropriate localisation to support adoption across APAC markets. Facilitate knowledge sharing and adoption of leading practices across APAC, enabling markets to reuse solutions and avoid unnecessary duplication. Provide insight, recommendations and escalation support to APAC Customer Service leadership on digital platform risks, opportunities, dependencies and investment priorities. QualificationsEducationRequired: Bachelor’s degree in Business, Information Systems, Operations, Analytics, or a related field. Preferred: Master’s degree (MBA or equivalent). Experience and SkillsRequired: 4+ years of progressive experience in digital customer platforms, customer operations, customer service systems, analytics or related business functions, with demonstrable experience as a platform, process or customer operations SME. Hands-on experience supporting, improving or acting as business owner for customer-facing platforms, digital ordering channels, CRM tools or operational systems across multiple APAC markets or a similarly diverse region. Demonstrated ability to lead through expertise, influence and cross-functional collaboration across countries, cultures and time zones without direct senior manager accountability. Strong analytical and problem-solving skills, with the ability to use market data, user feedback and process insight to prioritise practical regional and local platform improvements. Preferred: Experience with EDI, customer portals, digital ordering platforms, self-service channels or assisted service tools in APAC. Familiarity with CRM, ERP, contact centre, workflow, analytics or customer interaction platforms. Experience in a regulated industry such as medical devices, healthcare or life sciences, including awareness of differing APAC market and regulatory requirements. Experience improving digital adoption, channel shift, user engagement or change management across markets with varying levels of digital maturity. Experience localising processes, training or platform solutions for different languages, customer models and market requirements. Knowledge of Lean, Six Sigma or continuous improvement methodologies. Demonstrated ability to coordinate complex, cross-functional platform or process improvements in a regional, matrixed environment. Excellent written, verbal and presentation communication skills, with the confidence to engage market and regional stakeholders. Ability to translate local customer pain points and business requirements into scalable regional platform improvements. OtherLanguage: English (required). Travel: Up to 25% international travel as required. Certifications: Digital CX, analytics, or project management certifications (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