Customer Service Integration Lead at ResMed in Shanghai, China

Responsibilities

• End-to-End Service Construction & Standardized Operation Management
• - Design, build and continuously iterate the integrated patient full lifecycle service management system, covering pre-sales consultation, patient education, continuous follow-up support, after-sales problem resolution, patient relationship maintenance and customer retention management.
• - Establish service SOPs, tiered SLA service response standards, quantitative KPI evaluation system and multi-level exception escalation policies, realize standardized and consistent service delivery across all online & offline channels and customer touchpoints in Greater China.
• - Conduct daily service quality monitoring, service compliance audit and operation risk control, identify process loopholes and service pain points regularly, and ensure high-efficiency, high-quality and compliant service output.
• - Streamline redundant service links, optimize manual operation processes, improve overall service response speed, problem resolution rate and operational scalability, reduce repeated labor and operational costs.
• - Take the lead in launching customer service digital transformation projects, including CRM system function iteration & scenario-based optimization, intelligent service platform upgrading, full-link workflow automation construction, and building enterprise-level service knowledge base.
• - Conduct in-depth analysis of CRM data, service interaction records, user behavior data and regional operation data, summarize patient consumption habits, service demand characteristics and typical service gap problems.
• - Convert data insights into actionable optimization projects and operational strategies, continuously improve patient satisfaction, service repurchase & retention rate, and support regional commercial revenue growth and user lifecycle value improvement.
• - Regularly output of service operation analysis, quality review and project progress, to provide professional decision-making support for Greater China management team.
• - Establish long-term stable stakeholder relationship with sales, marketing, product, supply chain etc., align service strategies with regional business priorities.
• - Lead cross-departmental key service optimization projects, coordinate internal and external resources, promote landing of process upgrades, system iterations and service innovations, and ensure project objectives are delivered on schedule.
• - Build and manage a customer-centric customer service and operation team, formulate team training systems, career development and performance management.
• - Conduct team coaching, capability training and performance management, improve teams’ professional service capability, problem-solving ability and business awareness.

Requirements

• - Bachelor’s degree or above, major in Business Administration, Marketing, Operation Management, Healthcare Management or related fields is preferred.
• - 10+ years of progressive leadership experience in customer service operation management, commercial operation or retail operation management; rich leadership experience in medical device, healthcare, chronic disease management or sleep health industry is mandatory.
• - Proven experience in building end-to-end service operation system, formulating SOP/SLA/KPI system and leading service digital transformation projects.
• - Familiar with multi-dimensional business operation models including B2B, DTC/B2C and B2B2C hybrid business scenarios, able to customize differentiated service management strategies for different business models.
• - High customer-centric awareness, strong sense of responsibility, pressure resistance and team leadership.
• - In-depth industry insight into China sleep health and chronic disease management track, familiar with patient service characteristics, user demands and industry service benchmarks.
• - Outstanding capability of system construction, process re-engineering and refined operational management, practical experience in service workflow digitalization, CRM system operation optimization and intelligent service tool application, able to sort out full-link service logic and realize standardized & scalable management.
• - Strong data sensitivity, able to judge core problems through data analysis and drive business optimization and iteration, also with capable of independently undertaking regional service strategy layout and operational management
• - Excellent matrix organization collaboration capability, able to efficiently coordinate cross-departmental resources and promote project landing in complex organizational structure.
• - Excellent oral and written English proficiency (working language for cross-regional communication), proficient in Office, data analysis tools and CRM system operation.
• - Senior operation management experience in top medical device, Internet healthcare or consumer health enterprises.
• - Successful project experience in large-scale service system upgrading, full-region service standardization landing and customer retention system building.
• - Familiar with Greater China medical & healthcare industry compliance regulations and service risk control requirements.

Skills

Required

• Customer service operation management
• Commercial operation management
• Retail operation management
• Formulating SOP/SLA/KPI system
• System construction
• Process re-engineering
• Refined operational management
• Service workflow digitalization
• CRM system operation optimization
• Intelligent service tool application
• Data analysis
• Matrix organization collaboration

Preferred

• Large-scale service system upgrading
• Customer retention system building