Commercial - Associate Director, Omnichannel Operations; Medical Affairs & Global Rare

Position: Commercial - Associate Director, Omnichannel Operations (Medical Affairs & Global Rare)
Job Title: Associate Director, Omnichannel Operations (Medical Affairs & Global Rare)
Duration: 6+ Months with Possible Extension
Location: Cambridge MA 02147
Schedule: Hybrid preferred; open to fully remote/virtual for the right candidate
Department: Global Omnichannel Team under Customer Experience & Innovation
Hours: 40 hours/week

Interview Process and Stages:
1. 30-minute interview with manager
2. 45-minute team interview

Overview:

• The Associate Director, Omnichannel Operations is responsible for hands-on execution and day-to-day operational delivery of omnichannel tactics in support of Medical Affairs and the Global Rare Business Unit (GRBU).

• This role ensures that approved omnichannel tactics are implemented accurately, launched on time, and executed consistently across channels. Working closely with Medical, Rare, CXI platform teams, IT, Analytics, and external partners, the Associate Director translates plans into live execution and resolves issues as they arise.

• The role is U.S.

-focused in delivery, with a strong orientation toward reuse and scalability. Execution models, workflows, and learnings from Medical and Rare will be designed so they can be applied consistently across other therapeutic areas and regions over time.

Team Structure / Role Fit:

• Role sits within the Global Omnichannel team supporting Customer Experience & Innovation initiatives.

Key Responsibilities:
Hands-On Omnichannel Execution

• Execute and support omnichannel campaigns across Medical Affairs and GRBU, including email, web, and field-enabled journeys.

• Coordinate post-MLR implementation of approved content, ensuring correct representation, sequencing, and channel deployment.

• Support campaign setup activities across platforms in partnership with CXI Content and Engagement Platform teams.
Operational Readiness and Go-Live Support

• Manage readiness checks to confirm data, content, platform configuration, and dependencies are in place prior to launch.

• Coordinate UAT, QA, and final go-live activities with internal teams and agency partners.

• Serve as the day-to-day operational point of contact during campaign launch windows.
Monitoring, Troubleshooting, and Issue Resolution

• Monitor live execution to identify issues related to configuration, sequencing, data, or platform behavior.

• Troubleshoot execution issues in partnership with IT and platform owners, escalating appropriately while maintaining forward momentum.

• Track and resolve recurring issues, feeding learnings back into playbooks and workflows.
Operational Discipline and Standards

• Apply and reinforce omnichannel operating standards, playbooks, and QA requirements defined by the Omnichannel Operations function.

• Ensure execution adheres to privacy, consent, accessibility, and governance requirements.

• Maintain clear documentation of execution steps, issues, and resolutions.
Cross-Functional and External Partnership

• Partner closely with Medical, Rare, CXI platform teams, Analytics, and IT to ensure smooth execution across functions.

• Coordinate with external agencies and managed-service partners to ensure delivery meets quality and timing expectations.

• Hold partners accountable to agreed workflows, standards, and service levels.
Scalability and Continuous Improvement

• Capture execution learnings and best practices from Medical and Rare use cases.

• Contribute to refining omnichannel playbooks and execution models that can scale beyond initial scope.

• Support the Director in identifying opportunities to simplify, standardize, and automate execution over time.
Expected Partnerships & Interfaces

• Medical Affairs & Global Rare Teams:
Campaign planning, execution alignment, and issue resolution.

• Director, Omnichannel Operations:
Execution priorities, escalation, and continuous improvement.

• CXI Platform Leads (Content & Engagement):
Asset readiness, configuration standards, and platform capacity.

• IT / Strategic Technology:
Issue resolution, release coordination, and incident support.

• Analytics & Data Strategy:
Measurement setup and post-launch insights.

• External Agencies & Vendors:
Execution delivery, QA, and adherence to standards.

Qualifications

• Bachelor's degree…