Assoc Director, Customer Engagement Operations

We set and achieve bold ambitions in our fight against the world’s most devastating diseases, united in our commitment to confronting the largest public health challenges of our day and improving the lives of patients for generations to come.

The Associate Director, Customer Engagement Operations, reports to the Director of Marketing Operations and ensures flawless, compliant execution of US Speaker Programs. This role requires operational leadership, strategic insight, strong compliance knowledge, data-driven decision making, and collaboration across a matrixed organization.
In addition to overseeing the end-to-end management of speaker program logistics, the Associate Director is responsible for developing standard operating procedures, monitoring performance metrics, and driving process improvements to enhance program effectiveness and efficiency. The position entails partnering with cross-functional teams such as Legal, Compliance, Medical Affairs, Marketing and Sales to ensure all programs adhere to company policies and regulatory requirements.
The ideal candidate will possess exceptional organizational and project management skills, a deep understanding of relevant industry regulations, and the ability to communicate clearly with both internal stakeholders and external vendors. Demonstrated experience in leading large-scale initiatives and the capacity to adapt in a fast-paced environment are essential for success in this role.
* Shape and Execute Vision:
Set and articulate a forward-looking strategy for Customer Engagement Operations, utilizing data-driven insights and a comprehensive understanding of business drivers across multiple therapeutic areas. Proactively identify emerging trends and opportunities, ensuring the organization remains at the forefront of industry best practices.
* Maximize Channel Synergies:
Analyze and integrate engagement channels—including Speaker Programs, Advisory Boards, and Consulting Engagements—to streamline operations and optimize resource allocation. Employ quantitative metrics to assess effectiveness and enhance the overall customer experience, resulting in measurable improvements in stakeholder satisfaction.
* KPIs and Outcome Measurement:
Establish clear, actionable key performance indicators aligned with strategic objectives. Regularly review and interpret performance data to deliver innovative solutions, ensuring all initiatives yield significant, high-impact results for both internal and external stakeholders.
* Champion

Innovation: Foster a culture of continuous improvement by challenging existing processes and encouraging the adoption of new, evidence-based practices. Lead cross-functional brainstorming sessions and pilot innovative approaches, demonstrating a commitment to measurable value creation and operational excellence.
* Lead Complex Projects:
Direct multiple concurrent initiatives with exceptional project management skills, leveraging data analytics and decisive leadership to anticipate challenges and deliver results on time and within scope.
* Drive Process Optimization:
Identify inefficiencies, reduce operational waste, and increase productivity. Implement process enhancements that elevate execution quality while maintaining strict compliance standards.
* Maintain Robust SOPs:
Ensure standard operating procedures and guidance documents are clear, accessible, and regularly updated. Use feedback and performance data to continuously refine documentation, promoting user-centric and compliant practices.
* Foster Continuous Improvement:
Establish structured feedback loops and collaborative forums with internal and external partners. Apply data-driven insights to drive iterative enhancements, reinforcing a culture of excellence throughout the organization.
* Manage External Vendors, Training, and Partners:
Oversee relationships with external vendors and partners, ensuring high-quality service delivery and adherence to compliance standards. Coordinate and facilitate training programs to equip both internal teams and external partners with the necessary knowledge and skills for program success.
* Develop High-Performing Teams:
Provide mentorship,…