Manager, Trade Operations

Job Description

The Manager Trade Operations is responsible for managing and providing both technical and non-technical customer service. This role aims to enhance customer satisfaction through effective problem-solving and support, contributing to Takeda's mission of delivering better health and a brighter future.

OBJECTIVES

• Own and drive critical components of Trade Operations as a key member of the team, delivering a best-in-class customer experience aligned to PTRB principles while ensuring consistent satisfaction across all Takeda customer channels.
• Lead and execute core Trade Operations capabilities, including order management, product availability, contract compliance, and quarter-end activities, ensuring accuracy, efficiency, and continuity of supply while remaining actively engaged in frontline execution.
• Build and lead cross-functional relationships with Finance, Commercial Operations, and Global Distribution & Logistics, ensuring alignment, driving decision-making, and enabling seamless, compliant, and efficient order-to-cash processes.
• Represent and advocate for Trade Operations in cross-functional initiatives, leading work streams and contributing to enterprise projects that advance operational excellence and deliver measurable business impact.
• Partner with Trade Operations leadership to drive day-to-day operations, ensuring executional excellence, process discipline, and continuous improvement across Trade and Distribution activities.
• Execute end-to-end Order Management across multiple customers and all business channels, including Wholesalers, Bio-Distributors, Specialty Pharmacies, and Direct customers, ensuring accuracy, compliance, and a high-quality customer experience.
• Lead and deliver Trade Operations projects and initiatives, defining objectives, driving execution, and ensuring timely, high-quality outcomes aligned to business priorities.
• Drive prioritization, communication, and alignment across Trade Operations and cross-functional partners, ensuring effective execution of process changes and strategic initiatives.
• Manage escalations and critical supply scenarios, proactively triaging emergency orders, resolving operational issues, and ensuring product availability to meet urgent customer needs.
• Identify and lead process improvement opportunities, optimizing existing systems and workflows while supporting the adoption of new tools and technologies to enhance operational efficiency.
• Own resolution of customer order exceptions, including reverse logistics/returns, order investigations, PQC event reporting, shipment issue resolution, and broader logistics-related events.
• Represent Customer Experience in company projects and product launch activities, leading coordination across cross-functional teams to ensure operational effectiveness and successful execution of launch plans.

EDUCATION, BEHAVIORAL COMPETENCIES AND SKILLS

• Bachelor’s degree required
• 2 + years of pharmaceutical manufacturer, distributor, operations, or other relevant experience
• Experience driving cross-functional initiatives across systems and functions required
• SAP or other ERP workflow system experience preferred

ADDITIONAL INFORMATION

• Must be flexible to cover a shift during Customer Service hours of operation: 9:00AM – 6:00PM EST M-F and to work after hours as needed for emergencies.
• Must be able to travel to Takeda offices for meetings, conferences