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Job Description - LEAD ANALYST GLOBAL TECHNOLOGY AND CONTENT MANAGEMENT (2407023764W) Global CxO - CC Lead Analyst Global Social Media and Privacy Support The Global CxO - CC Lead Analyst Global Social Media and Privacy Support will primarily support systems and processes that enable social media and privacy activities managed by CxO - CC. This role will also support other systems and processes that enable Global CxO - CC and regional CxO - CC operations.
This position reports into Global Consumer Experience Organization (CxO) - Consumer Care (CC) Senior Manager, Global Technology & Systems Support and is either based at Cali (Colombia) or Bogota (Colombia).
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.
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 obtain appropriate approvals prior to processing requests within the necessary system.Support SaaS release activities and solution deployment activities as appropriate.Manage key tasks, including overseeing reconciliation and threshold reporting processes.Manage key Privacy related tasks, including managing Data Subject Rights (DSR) requests for Privacy laws around the world.Monitor industry trends and technology enhancements for application within the Global CxO - CC.Qualifications 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.Creative and positive problem solver with strong analytical skills and ability to pinpoint problems based on analysis.Demonstrated critical thinking skills.Strong leadership skills, able to direct individuals in the context of project related activities.Detail oriented and highly organized with the ability to manage multiple tasks with potentially shifting and conflicting priorities and deadlines.Excellent written and verbal communication skills.Written and verbal knowledge of English.Desired Qualifications Direct experience in healthcare industry call centers a plus.Experience with Sprinklr and Salesforce applications and with Social Media management preferred.What's In It For You Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!
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Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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