Customer Service Integration Lead

About the role

ResMed is looking for a Customer Service Integration Lead in Shanghai to design, build and standardize the end-to-end patient service system for Greater China. The role covers service construction, digital transformation, data-driven operations, cross-functional project delivery and team leadership.

Key responsibilities

• Design, build and continuously iterate the integrated patient full-lifecycle service system, covering pre-sales consultation, patient education, follow-up support, after-sales resolution, relationship maintenance and retention.
• Establish service SOPs, tiered SLA response standards, KPI evaluation and exception escalation policies, ensuring consistent service across online and offline channels.
• Monitor service quality daily, run compliance audits and risk controls, and fix process gaps.
• Lead digital transformation: CRM iteration, intelligent service platform upgrade, workflow automation and an enterprise service knowledge base.
• Analyze CRM, interaction, user behavior and regional data to turn insights into optimization projects that raise satisfaction, repurchase and retention rates.
• Build long-term relationships with sales, marketing, product and supply chain, and lead cross-departmental service projects.
• Build and manage the customer service and operations team, including training, career development and performance management.

Required profile

• Bachelor's degree or above; Business Administration, Marketing, Operations Management, Healthcare Management or related fields preferred.
• 10+ years of progressive leadership in customer service, commercial or retail operations; leadership in medical devices, healthcare, chronic disease or sleep health is mandatory.
• Experience building end-to-end service systems, SOP/SLA/KPI frameworks and leading service digital transformation.
• Familiarity with B2B, DTC/B2C and B2B2C business models; deep insight into China's sleep health and chronic disease markets.
• Preferred: senior operations experience in top medical device, internet healthcare or consumer health companies, and familiarity with Greater China healthcare compliance and risk control.

Required skills

• CRM system operation and optimization, and intelligent service tools.
• Data analysis and regional service strategy planning.
• Excellent oral and written English, and proficiency in Office and data analysis tools.