Manager, Global Social Media & Sys Suppt at Johnson & Johnson Consumer Inc. in Skillman, New Jersey

Job Description:

Description

Kenvue is currently recruiting for:

Global CxO - CC Manager Global Social Media and Privacy Support

This position reports into Global Consumer Experience Organization (CxO) - Consumer Care (CC) Senior Manager, Global Technology & Systems Support and is based in the United States or Canada and able to primarily work Eastern Standard Time (EST) business hours..

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® Brand Adhesive Bandages that you already know and love. Science is our passion; care is our talent. Our global team is made up of ~ 22,000 diverse and brilliant people, passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact the 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.

Role reports to: Global Consumer Experience Organization (CxO) - Consumer Care (CC) Senior Manager, Global Technology

Location: US or Canada

Travel %: 5%

Pay: $123,000 - $166,000

What you will do

The Global CxO - CC Manager Global Social Media and Privacy Support is responsible for coordinating and supervising 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:

• defining strategies and associated processes to deliver efficient, accurate, consistent, and effective solutions to business problems,
• leading the strategic and tactical implementation and maintenance of the systems and processes that enable social media management,
• partnering with Privacy, Corporate Technology (CT), and other cross-functional partners to lead the strategic and tactical assessment, design, implementation, maintenance, and global standardization of the Tier 1 processes required to comply with Data Subject Access Rights (DSAR) defined within Local Privacy Regulations across multiple countries,
• assessing the impact of and supporting software-as-a-service (SaaS) releases,
• leading global and regional projects
• leading periodic system review activities,
• acting as a subject matter expert for 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.

Furthermore, this role will seek, assess, design and build new Consumer Care initiaves that drive growth and efficiencies to enable best in class consumer experiences.

Helping to maintain high compliance while reducing complexity is also an objective of this position.

In addition, the Global CxO - CC Manager Global Social Media and Systems Support will own Global CxO - Consumer Care Social Media-related Procedures, INCs, INVs and CAPAs and oversee DSAR 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 DSAR Tier 1 Management work is delivered on-time and with quality.

Key Responsibilities

• Lead inter-departmental collaboration associated with complex projects, ensuring that all diverse stakeholder requirements are considered in the development of robust change management plans.
• Manage complex 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.
• Optimize 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.
• Own Work Instructions and SOPs required for the systems and processes that enable social media activities managed by Consumer Care.
• 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, 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.
  • Leading remediation, optimization, and standardization of social account credential management.
  • Building strong relationships with Global Messaging services to optimally oversee shared mailbox management, social account recovery, social account two-factor authentication and similar remediation, optimization, and standardization.
  • Overseeing secure data exchange (ex. MBOX)
  • 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 web forms on Salesforce Communities.
  • Working cross-functionally to respond to inquiries from senior management, legal partners, and regulatory authorities.
• Oversee key Privacy related tasks, including:
  
  
  • Overseeing Data Subject Access Rights (DSAR) requests for Privacy laws around the world.
  • Enforce alignment of global DSAR standard and local DSAR rollouts to global DSAR governance, specifically for Tier 1 related processes.
  • Actively participate in defining and prioritizing the OneTrust road map
  • Support budget and resource planning processes as needed.
• Work collaboratively with Global Strategy & Solutions (GSS) Management Team to ensure alignment.
• 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.
• Initiate and own non-conformance investigations (INVs) and corrective and preventative actions (CAPAs) as needed.
• 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.
• Demonstrate ability to think globally/strategically and turn information into effective strategies that drive results
• Coordinate with a diverse set of internal functional partners and external vendor partners to establish and deliver business objectives.

Qualifications

What we are looking for

Required Qualifications

• Bachelor's degree in Health Sciences, Business or Technology required; Master's or Graduate degree (ex. MBA) preferred.
• Minimum 5 - 8 years' experience in senior / supervisory / management roles in call centers/customer service environments or IT supporting contact centers or consumer loyalty programs.
• Direct experience in healthcare industry call centers a plus.
• Experience in regional and global positions, including project management required.
• Ability to manage and influence cross-functional teams and effectively communicate with internal and external business partners.
• Understanding of tools that enable social media management (moderation, engagement, listening, and publishing).
• Experience with Sprinklr, Salesforce, Meta Business Manager, TikTok Business Center, and Smartsheet applications (or comparable solutions) preferred.
• Established understanding of OneTrust, Jira or similar technologies that enable the Data Subject Access Rights (DSAR) request process is a plus.
• 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.
• 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.
• Strong leadership skills, able to direct individuals in the context of project related activities.
• Demonstrated relationship building skills.
• Ability 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.
• Additional language skills desirable.

What's in it for you

Annual base salary for new hires in this position ranges from $123,000 - $166,000. This takes into account a number of factors including work location, the candidate's skills, experience, education level & other job-related factors.

• Competitive Total Rewards Package*
• Paid Company Holidays, Paid Vacation, Volunteer Time & More!
• Learning & Development Opportunities
• Employee Resource Groups
• This list could vary based on location/region

*Note: Total Rewards at Kenvue include salary, bonus (if applicable) and benefits. Your Talent Access Partner will be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the recruitment & hiring process.

Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or any other legally protected characteristic, and will not be discriminated against on the basis of disability.

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