Executive Director, Omnichannel & Content Operations

The Executive Director, Omnichannel & Content Operations is a strategic and operational leader responsible for designing, scaling, and optimizing end-to-end omnichannel customer engagement and content delivery. This role oversees the integration of advanced analytics, content production, creative services, and marketing operations to drive highly personalized, data-driven customer experiences across all channels within Otsuka's U.S. commercial business.

As a senior leader within Customer Engagement Operations (CEOps), this role brings together omnichannel business partnering, marketing automation, PRC coordination, print/warehouse fulfillment, and in-house creative services to drive efficient, compliant, and high-impact customer engagement.

This role ensures the marketing technology infrastructure, insights, and processes are in place to deliver personalized, seamless experiences across channels, while supporting brands and field teams in achieving their goals.

The ideal candidate combines deep expertise in marketing technology, content supply chain management, and analytics-driven decisioning with strong leadership and cross-functional partnership capabilities.

Key Responsibilities

Omnichannel Strategy & Business Partnership

• Lead therapeutically aligned omnichannel business partners to partner with brands in developing and activating brand customer engagement strategies.
• Define and lead the omnichannel engagement strategy, ensuring seamless, personalized customer experiences across digital and offline touchpoints
• Guide cross-functional planning to integrate brand objectives with omnichannel capabilities and field execution.
• Collaborate with insights, analytics, and field teams to define KPIs and continuously optimize customer journeys.
• Implement workflows, tools, and governance to optimize throughput, efficiency, and asset lifecycle management.

Advanced Predictive Analytics & Decision Engine

• Lead the development and deployment of advanced predictive analytics capabilities to optimize targeting, personalization, and journey orchestration.
• Oversee the design and operation of decision engines (e.g., next best action/content) powered by AI/ML and customer data platforms.
• Partner with data science and analytics teams to translate insights into actionable marketing strategies and automated decisioning.

Content Factory & Scaled Production

• Build and manage a high-performing content factory to deliver high-volume, high-quality marketing assets at speed and scale.
• Oversee modular content development, enabling reuse, personalization, and dynamic assembly across channels.
• Manage external/derivative agencies and production partners, ensuring alignment with speed, quality, cost, and brand standards.

Marketing Automation & Orchestration

• Leverage marketing automation platforms to ensure the right message reaches the right audience at the right time.
• Integrate content planning with campaign management and orchestration platforms, directing content delivery within the customer journeys and across channels (web, mobile, email, CRM, paid media).

Content Operations (PRC, Review, & Compliance)

• Lead the end-to-end content operations process, including PRC coordination, material review workflows and digital asset management
• Drive operational efficiencies to reduce time to market while ensuring adherence to regulatory and legal standards.

Print Production & Warehouse Fulfillment

• Oversee print and physical material production, warehousing, and distribution in support of sales and marketing initiatives.
• Manage vendor performance and ensure accurate inventory management and timely fulfillment.

In-House Creative Services

• Oversee in-house creative teams responsible for design, copywriting, video, and digital asset production.
• Ensure creative excellence while balancing speed, agility, and cost efficiency.
• Integrate creative planning into campaign workflows to accelerate production and improve quality.

Qualifications & Experience

Required:

• Bachelor's degree required; advanced degree in Marketing, Business, Communications, or related field preferred.
• 12+ years of experience in pharmaceutical or healthcare marketing, omnichannel strategy, content…