Job Description Please read the carefully the job description: What You Will Do? The Global CxO - CC Lead Analyst Global Social Media and Privacy Support is responsible for coordinating the day-to-day system support activities for the Global Consumer Care (GCC) organization at the Global, Regional and Market levels. This will be done across systems (i.e., Sprinklr, OneTrust, Jira, web forms on Salesforce Communities, etc.) and include: Supporting software-as-a-service (SaaS) releases. Supporting processes to deliver efficient, accurate, consistent, and effective solutions to business problems. Supporting the implementation and maintenance of the systems and processes that enable social media management. Performing periodic system review activities. Following and optimizing processes defined in Standard Operating Procedures (SOPs) and Work Instructions (WIs). Executing tasks related to global and regional projects. Partnering with Privacy, Corporate Technology (CT), and other cross-functional partners to implement, maintain, and standardize the Tier 1 processes required to comply with Data Subject Rights (DSR) defined within Local Privacy Regulations across multiple countries. Building subject matter expertise of social media and privacy systems and processes. This role will enable the execution of social media activities across Kenvue-sponsored social media presences supported by Consumer Care and support other systems and digital communication channels utilized by Consumer Care to deliver meaningful and engaging consumer experiences. Helping to maintain high compliance while reducing complexity is also an objective of this position. In addition, the Global CxO – CC Lead Analyst Global Social Media and Privacy Support will assist with Global CxO – Consumer Care Social Media-related Procedures, INCs, INVs and CAPAs and support DSR Tier 1-related work instructions. The goal of this position is to ensure the day-to-day Global CxO – Consumer Care Social Media Management and DSR Tier 1 Management work is delivered on-time and with quality. Key Responsibilities Collaborate cross-functionally on key projects, ensuring that all diverse stakeholder requirements are considered in the development of robust change management plans. Manage change management projects, including managing requirements, stakeholder expectations, timelines, and project resources. Ensure the usability and integrity of system updates by reviewing all change management requests for accuracy, completeness, and applicability to business rules. Support the optimization of processes around the world, driving toward harmonized ways of working and standard process(es) as much as it makes sense, while allowing for flexibility as required by specific local/regional business needs. Author Work Instructions and SOPs required for the systems and processes that enable social media activities managed by Consumer Care and other systems and processes that enable Global Consumer Care (GCC) and regional Consumer Care operations. Notify stakeholder(s) of system change/addition requests and obtains appropriate approvals prior to processing requests within the necessary system. Support SaaS release activities and solution deployment activities as appropriate, including but not limited to: Support identification and prioritization of system improvement opportunities. Conduct impact assessments working with cross-functional partners as needed. Notify stakeholder(s) of changes & their impacts and obtain appropriate approvals prior to processing requests within the necessary system(s). Create test scripts for execution by another or execute test scripts created by another. Work with Business Owner and Technical Application Owner to identify and execute any activities necessary to support cutover and hyper-care. Manage key tasks, including: Overseeing reconciliation and threshold reporting processes. Assisting with remediation, optimization, and standardization of: Social account credential management. Shared mailbox management. Social account recovery. Social account two-factor authentication. What We Are Looking For Required Qualifications BA/BS in Business or Technology required. Minimum 5 - 7 years' experience in senior / supervisory roles in call centers/customer service environments; direct experience in healthcare industry call centers required. Strong understanding of tools that enable social media engagement and publishing. Strong understanding of contact center operations and contact management systems. Willingness to manage expectations of diverse stakeholder group. High degree of personal ownership of, and accountability for, all work products. Strong team player with the ability to work independently with little supervision. Written and verbal knowledge of English. #J-18808-Ljbffr
