Senior Director, Process Excellence

Senior Director, Digital Process Excellence

The Senior Director, Digital Process Excellence is responsible for transforming how the company operates across all commercial verticals—Retail, Institutional, and Bio Similars. The role owns the end-to-end design, optimization, and continuous improvement of critical business processes, applying digital tools, automation, and AI to make the business measurably faster, better, and more profitable.

This is a business transformation role. The role will partner closely with IT to deliver technology solutions but owns the business outcomes: revenue growth, operating efficiency, customer experience, and process resilience.

• Define and execute the enterprise digital process strategy across Retail, Institutional, and Bio Similars verticals
• Identify and prioritize the highest-value opportunities to apply automation, AI, and digital tools to commercial business processes
• Drive measurable improvements in cycle time, quality, customer experience, and profitability

• Own end-to-end business process design and continuous improvement across:
  • Order management and order‑to‑cash
  • Pricing, bid‑quote, contracting, and CPQ
  • eCommerce and digital marketing
  • Customer service and customer/government portals
  • Warehouse management, distribution, and 3PL coordination
  • Institutional and retail sales operations
• Identify inefficiencies, bottlenecks, and improvement opportunities
• Develop and execute strategies that ensure scalability and resilience

• Lead the identification, prioritization, and adoption of AI and digital solutions across commercial operations
• Establish governance, value measurement, and adoption frameworks for AI‑enabled processes
• Translate emerging technology capabilities into tangible business impact

• Define enterprise‑level commercial KPIs and dashboards that provide leadership visibility into business performance
• Standardize reporting across functions, replacing fragmented and inconsistent approaches
• Use data‑driven insight to drive continuous improvement and decision‑making

• Serve as the senior business owner of digital process transformation across commercial operations; partner with Marketing, Sales, Customer Service, Supply Chain, and Finance to align transformation priorities with business strategy
• Liaise closely with IT on solution architecture, delivery, security, and scalability — bringing business requirements forward and ensuring technology investments deliver business outcomes
• Act as the executive translator between business outcomes and technology solutions

• Build, mentor, and lead a team of digital process champions, each accountable for a core commercial process domain (e.g., order‑to‑cash, pricing and contracting, eCommerce, warehouse and distribution, customer experience)
• Scale process excellence and digital fluency capability across the broader organization
• Foster a culture of innovation, accountability, and customer‑centricity

• Bachelor’s Degree (BA/BS) in Engineering, Business, or a related field

• 15 years or more of progressive experience in commercial operations, business transformation, or process excellence

• Progressive experience in commercial operations, business transformation, or process excellence
• Demonstrated track record leading enterprise‑scale digital and process transformation programs
• Proven experience as the business sponsor or business owner of major commercial technology platforms (ERP, CPQ, eCommerce, WMS, CRM, analytics)
• Strong fluency with AI, automation, and emerging digital capabilities—and the ability to translate them into business value
• Familiarity with regulatory and compliance requirements in the pharmaceutical industry (FDA, GxP)
• Experience working with C‑Suite and Board‑level executives
• Excellent analytical and problem‑solving abilities with a data‑driven approach to decision‑making
• Exceptional communication and influence skills across business, technical, and executive audiences
• Decisive, organized, and able to…