Associate Director, Omnichannel Operations; US TTR

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Overview

The Associate Director, Omnichannel Operations (US TTR) is responsible for end-to-end operational delivery of omnichannel execution for TTR brands in the United States. This role ensures that U.S. omnichannel activity-across email, web, media, field, and service channels-moves from plan to execution with predictability, readiness, compliance, and orchestration.

As the highest-volume and most complex market, U.S. TTR requires disciplined intake, structured sequencing, rigorous readiness checks, and clear coordination across brand, CXI, IT, Analytics, and agency partners. This role acts as the U.S. operational engine, translating strategy into execution that is consistently on time, right-first-time, and scalable.

The role reports to and aligns tightly with the Director of Global Omnichannel Operations and works in parallel with the Associate Directors for International and Medical/Rare to form an integrated global operating model that is repeatable and fit for reuse.

Key Responsibilities

US-Facing Omnichannel Delivery & Orchestration

• Lead operational delivery of omnichannel execution across U.S. TTR brands, spanning email, web, media, CRM/field, and service channels.
• Ensure campaigns are launched with clear sequencing, aligning owned, paid, and field-enabled activities to reduce fragmentation.
• Run structured intake and prioritization workflows to ensure U.S. brand requests move predictably into delivery.

• Own U.S. readiness checks across data, content, platforms, consent, analytics tagging, templates, and dependencies.
• Coordinate UAT, QA, and launch cycles, partnering with CXI Content & Engagement Platform teams and IT.
• Act as the day-to-day operational point of contact during launch windows, ensuring issues are escalated and resolved quickly.

• Monitor U.S. omnichannel execution for configuration errors, incorrect sequencing, tagging issues, or unexpected platform behavior.
• Partner with IT and platform owners to triage incidents and manage root-cause resolution, feeding insights back into operating model improvements.
• Maintain a structured log of recurring issues to improve predictability over time.

• Enforce omnichannel operating standards, readiness criteria, and execution requirements defined by the Director of Omnichannel Operations.
• Ensure adherence to U.S. regulatory, privacy, and consent requirements (HIPAA, accessibility, platform governance).
• Guarantee that U.S. agencies and partners follow approved workflows, SLAs, and quality expectations.

• Act as the primary U.S. operational delivery partner for TTR brand leads, U.S. medical teams, CXI platform teams, Analytics, and IT.
• Coordinate with external agencies executing U.S. omnichannel components, ensuring quality, predictability, and compliance.
• Work closely with Analytics to ensure measurement requirements are included in setup and ready pre-launch.

• Capture U.S. execution learnings and apply them to improve playbooks, QA steps, templates, and operational guidance.
• Support scalable U.S.
  
  -first execution models that can be reused by Europe and Medical/Rare counterparts.
• Identify opportunities to reduce variation, strengthen ways of working, clarify workflows, and streamline cross-functional delivery across U.S. TTR.

Expected Partnerships & Interfaces

• Director, Omnichannel Operations: Prioritization, readiness, issue escalation, and operating-model alignment.
• US TTR Brand Teams: Intake, sequencing, approval alignment, launch planning.
• CXI Platform Leads (Content & Engagement): Template use, asset readiness, tagging configuration, platform capacity planning.
• IT / Strategic Technology: Incident management, release planning, change control
• Analytics & Data Strategy: Measurement setup, data dependencies, insights activation.
• Agencies / External Partners: Execution delivery, QA, adherence to standards.
• Europe and Medical/Rare Omnichannel Leaders: Sharing scalable operating models, ensuring consistency while enabling contextual U.S. nuance.

Qualifications

• Bachelor's…