Global Technology and Content Management Lead

hace 3 semanas

Cali, Valle del Cauca, Colombia Kenvue A tiempo completo
Job Description

Job Title: Global Technology and Content Management Lead

Job Summary:

We are seeking a highly skilled and experienced Global Technology and Content Management Lead to join our team at Kenvue. As a key member of our Global Consumer Experience Organization (CxO) - Consumer Care (CC) team, you will be responsible for coordinating the day-to-day system support activities for the Global Consumer Care (GCC) organization at the Global, Regional, and Market levels.

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:

  • 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.

What We Offer:

  • Paid Company Holidays
  • Paid Vacation
  • Volunteer Time
  • Summer Fridays & More
  • Learning & Development Opportunities
  • Employee Resource Groups

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