Customer Service Integration Lead

ResMed · Shanghai, China

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CommercialFull-timeCompany career page

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Role summary

ResMed seeks a Customer Service Integration Lead to design and manage end-to-end service systems across Greater China's sleep health and chronic disease markets. The role encompasses service standardization, digital transformation, data-driven optimization, and cross-functional team leadership to enhance patient satisfaction and operational efficiency.

What they're looking for

Bachelor's degree in Business Administration, Marketing, Operations Management, or Healthcare Management
10+ years progressive leadership in customer service, commercial, or retail operations management
Extensive experience in medical device, healthcare, or chronic disease management industries
Proven track record building service operation systems, establishing SOP/SLA/KPI frameworks
Expertise in B2B, DTC/B2C, and B2B2C business models with differentiated service strategies
Strong data analysis skills and proficiency with CRM systems and workflow automation
Fluent English and advanced proficiency in Office and data analysis tools

What you'll be doing

Design and iterate integrated patient lifecycle service management system across all channels and touchpoints
Establish service SOPs, SLA standards, KPI evaluation systems, and escalation policies for standardized delivery
Lead digital transformation initiatives including CRM optimization, intelligent platform upgrades, and workflow automation
Analyze CRM and operational data to identify service gaps and drive patient satisfaction and retention improvements
Build and mentor customer service teams with training systems, performance management, and capability development

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Date posted5 days ago

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