Job Information
J&J Family of Companies Global CxO - Global Social Media and Privacy Support Analyst in Cali, Colombia
Global CxO - Global Social Media and Privacy Support Analyst - 2407019179W
Description
Kenvue is currently recruiting for:
Global CxO - CC 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), Bogota (Colombia), or Manila (Philippines).
Who We Are
At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent. Our global team is made up with 22,000 diverse and brilliant people, passionate about insights, innovation and committed to deliver the best products to our customers. With expertise and empathy, being a Kenvuer means to have the power to impact life of millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you! Join us in shaping our future–and yours. For more information, click here (https://www.youtube.com/watch?v=XhsbOsBiX_M) .
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:
o Support identification and prioritization of system improvement opportunities.
o Conduct impact assessments working with cross-functional partners as needed.
o Notify stakeholder(s) of changes & their impacts and obtain appropriate approvals prior to processing requests within the necessary system(s).
o Create test scripts for execution by another or execute test scripts created by another.
o 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:
o Overseeing reconciliation and threshold reporting processes.
o Assisting with remediation, optimization, and standardization of:
§ Social account credential management,
§ Shared mailbox management,
§ Social account recovery,
§ Social account two-factor authentication,
§ Contact-us related projects.
o Supporting secure data exchange (ex. MBOX).
o Performing periodic reviews of Active Directory (AD) Groups used to enable access to a subset of systems and other periodic review activities for systems including but not limited to: Sprinklr, Jira, and Universal Contact Us (UCU).
o Working cross-functionally to respond to inquiries from senior management, legal partners, and regulatory authorities.
- Manage key Privacy related tasks, including:
o Managing Data Subject Rights (DSR) requests for Privacy laws around the world.
o Support alignment of global DSR standard and local DSR rollouts to global DSR governance, specifically for Tier 1 related processes.
Monitor industry trends and technology enhancements for application within the Global CxO - CC.
Exercise the highest level of integrity with performed responsibilities and tasks.
Investigate reported incidents.
In a timely and prompt manner, identify, report, and seek correction for deviations.
Support audits.
Ensure strict adherence to all procedures and work instructions, including good documentation practices.
Support non-conformance investigations (INVs) and corrective and preventative actions (CAPAs) as needed.
o Troubleshoot reported incidents, identifying the root cause of the incident, proposing solutions, and managing the implementation of these solutions working with Local and Global Business Owners and Technical Application Owners.
Embrace a behavior of employee involvement and commitment to doing the job right the first time.
Model a genuine passion for great customer service.
Think globally/strategically and turn information into effective strategies that drive results.
Assist in coordinating with a diverse set of internal functional partners and external vendor partners to establish and deliver business objectives.
Qualifications
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.
Strong customer service orientation.
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.
Demonstrated critical thinking skills.
Results-oriented with a willingness to take on responsibility and act with initiative.
Detail oriented and highly organized with the ability to manage multiple tasks with potentially shifting and conflicting priorities and deadlines.
Quick study who can adapt readily and easily to changes in priorities and business conditions.
Ability to develop leadership skills, to direct individuals in the context of project related activities.
Willingness to manage expectations of diverse stakeholder group.
High degree of personal ownership of, and accountability for, all work products.
Solid business acumen.
Strong team player with the ability to work independently with little supervision.
Excellent written and verbal communication skills.
Written and verbal knowledge of English.
Working at a computer for extended periods of time.
Ability to flex work schedule given the global nature of the role.
o For Philippines: mid-shift (3pm-12mn)
Desired Qualifications
Master’s degree (e.g., MBA) desirable.
Direct experience in healthcare industry call centers a plus.
Experience with Sprinklr and Salesforce applications and with Social Media management preferred.
Established understanding of OneTrust, Jira or similar technologies that enable the Data Subject Rights (DSR) request process is a plus.
What’s In It For You
Competitive Benefit Package
Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!
Learning & Development Opportunities
Employee Resource Groups
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.
Primary Location Latin America-Colombia-Valle del Cauca-Cali
Job Function Quality Assurance
Req ID: 2407019179W