Associate Director, Customer Engagement Operations

Associate Director, Customer Engagement Operations

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19, and cancer working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe.

We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination, and a relentless drive to make a difference.

Want to apply Read all the information about this position below, then hit the apply button.

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations.

Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite.

As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed, and empowered to fulfill their aspirations.

Join Gilead and help create possible, together.

Job Description

The Associate Director, Customer Engagement Operations will report to the Director, Marketing Operations. The role will be responsible for ensuring the effective, compliant execution of the US Commercial Customer operation ecosystem.

The primary focus of this role will be to ensure flawless, compliant operational delivery, curate data sets, and fit-for-purpose technology infrastructures.

A keen understanding of the compliance landscape will be needed. This is a people leader role and shall be a strategic thinker and innovator with a strong operational background, who can build strong relationships across a matrix organization to continuously elevate outputs for all stakeholders.

Strategic Leadership, Innovation & Future Readiness

• Support the development and execution of the future vision for Customer Engagement Operations through innovation with an understanding of key business drivers across our Therapeutic Areas.
• Leverage synergies across the Customer Engagement Operations group (e.g. Consulting Engagements, Advisory Boards, US Speaker Programs) holistically to identify areas for efficiency & greater impact to elevate the Customer Experience (Cx).
• Set clear KPIs on performance and outputs to drive best-in-class solutions and focus on the most high-impact outcomes for all stakeholders.
• Proactive approach to innovation and challenging the status quo to embrace new ways of working which add value for internal stakeholders and external customers.

Process Optimization :

• Strong project management skills to oversee multiple complex and concurrent high projects ability to demonstrate effective decision-making and problem-solving skills.
• Drive process optimization as a tool for competitive advantage.
• Review existing working practices on an ongoing basis to identify and implement improvements to reduce waste, increase productivity and improve quality of execution.
• Ensure sufficient guidance, processes, and SOPs exist across the entire ecosystem for both internal and external users and that these are accessible, user-centric, and timely.
• Manage change management and policy updates within and across the teams.
• Create a culture of continuous improvement in operational execution driven by feedback and dialogue with internal and external partners - applying understanding where technology, systems, policies, and data interact.

People Leader :

• Line Management of team members working specifically within the US Speaker Programs ecosystem.
• Apply previous people leader experience to drive a culture of development for all team members.
• Strong collaborator with impactful interpersonal skills who builds trust and works to gain input and consensus from team members.
• Acts as a sounding board across the team, discussing typical issues / situations and helping in resolving them through coaching and mentoring.
• Ability to influence across a matrix organization.
• Understand and have a working knowledge of Gilead therapeutic areas.

Basic Qualifications :

Bachelor's Degree and Ten Years’ Experience OR Masters' Degree and Eight Years’ Experience.

Preferred Qualifications :

• Must have strong verbal, written, and interpersonal skills in order to interact with, focus, resolve conflict, and drive consensus among cross-functional teams.
• Strong platform skills (i.e. speaking, executive presence during presentations).
• Ability to work with and coordinate demands from multiple internal stakeholders.
• Ability to perform at a high level in a matrix team.
• Planning and organization able to prioritize activities and workload, taking a systematic approach to addressing issues.
• Additional home office experience is a plus, specifically in operations, project management, marketing, and / or sales.
• Strong communicator who can translate complex systems into easy-to-understand processes.
• Capable of following a project through completion with minimal direction and strong personal initiative and providing guidance to fellow team members in the department.
• Effective influencing skills to provide recommendations to commercial business leaders.
• Critical thinking and analysis skills are required.
• Advanced in Excel. Proficiency in PowerPoint and Word and a working knowledge of Veeva / Salesforce applications is beneficial.
• Excellent customer service skills required.

People Leader Accountabilities :

• Create Inclusion - knowing the business value of diverse teams, modeling inclusion, and embedding the value of diversity in the way they manage their teams.
• Develop Talent - understand the skills, experience, aspirations, and potential of their employees and coach them on current performance and future potential.
• Empower Teams - connect the team to the organization by aligning goals, purpose, organizational objectives, and holding to account.

The salary range for this position is : $177,905.00 - $230,230.00. Gilead considers a variety of factors when determining base compensation, including experience, qualifications, and geographic location.

These considerations mean actual compensation will vary. This position may also be eligible for a discretionary annual bonus, discretionary stock-based long-term incentives (eligibility may vary based on role), paid time off, and a benefits package.

For additional benefits information, visit : https : / / www.gilead.com / careers / compensation-benefits-and-wellbeing

As an equal opportunity employer, Gilead Sciences Inc. is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state, and local laws.

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