Serve as the primary contact for clients, manage appointment scheduling, respond to inquiries with professionalism, and ensure timely follow-up to support a smooth intake process for mental health services.

• Lead the development and execution of global customer service strategy aligned with DePuy Synthes business objectives and customer experience goals. • Define and standardize global customer service processes, operating models, and performance metrics across regions. • Partner with regional and functional leaders to drive adoption of strategic initiatives and ensure consistent execution worldwide. • Analyze customer service performance data, customer feedback, and operational insights to identify opportunities for improvement and innovation. • Lead cross ‑ functional initiatives that improve service efficiency, responsiveness, and end ‑ to ‑ end customer experience. • Support digital enablement and transformation initiatives impacting customer service capabilities, tools, and analytics. • Develop business cases, roadmaps, and governance mechanisms to prioritize and track global service initiatives. • Mentor and influence stakeholders to foster a customer ‑ centric mindset across the organization.

Role Description We are expanding our team and seeking organized, service-focused individuals who enjoy coordinating details and helping clients bring their plans to life. As an Experience Planning Specialist, you'll assist with researching options, organizing arrangements, and supporting clients throughout the planning journey. This position is ideal for individuals who are proactive, detail-oriented, and enjoy creating positive experiences while working independently in a remote environment. Primary Responsibilities - Assist clients with planning and coordination needs - Research destinations, accommodations, activities, and available options - Organize reservations and verify that all information is accurate and complete - Provide guidance and information based on client interests and preferences - Communicate updates, confirmations, and scheduling details - Support changes, modifications, and special requests when necessary - Maintain accurate records and client documentation - Utilize company systems and approved resources to manage planning activities - Attend training sessions and remain informed on industry updates and company procedures Qualifications - Strong written and verbal communication skills - Excellent organizational and planning abilities - Ability to manage multiple projects simultaneously - Detail-oriented with strong follow-through - Comfortable using web-based tools and technology platforms - Ability to work independently and remain self-motivated - Reliable internet connection and basic computer skills - Must be at least 18 years of age - Must be legally authorized to work and reside in the United States, United Kingdom, Mexico, Australia, or Spain or other approved regions Ideal Background - Individuals who succeed in this role often enjoy coordinating projects and managing details - Have strong customer service and communication skills - Thrive in flexible, remote work environments - Learn new systems and procedures quickly - Take initiative and work well independently - Have interests in planning, hospitality, tourism, client services, event coordination, or travel-related industries Benefits - 100% remote work environment - Flexible work hours - Full onboarding and training program - Ongoing mentorship and team support - Professional growth and advancement opportunities - Recognition and performance-based incentives - Travel-related benefits and discounts - Positive and collaborative company culture

• Investigate & Protect: Adopt a detective’s mindset to detect suspicious behavior, examine user reports, and identify potential scammers or violations of community guidelines. • Engage & Manage Correspondence: Carefully read and empathetically respond to user emails concerning account access, upgrade requests, and other inquiries. Additionally, you will organize, prioritize, and monitor the general inbox, redirecting complex issues to appropriate team members. • Maintain Quality: Evaluate flagged profiles, images, and messages to ensure compliance with our community safety standards. • Administration & Reporting: Accurately enter data, keep trackers current, prepare documents using Google Workspace, and generate daily or weekly operational reports for management review. • Collaborate & Improve: Partner closely with the core team to support ad-hoc projects, coordinate communications, and proactively recommend simple improvements to streamline daily administrative processes.