Senior Manager, Customer Engagement Operations -- Technology & Systems

Job Description

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.

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 fulfil their aspirations.

Join Gilead and help create possible, together.

Job Description

Senior Manager, Customer Engagement Operations Technology & Systems

The Senior Manager, Customer Engagement Operations Technology & Systems will report to the Associate Director, Customer Engagement Operations.

The role will ensure effective daily management of the technologies and systems used for delivering customer programs and engagement activity.

A keen understanding of the compliance landscape will be needed. This person will be a strong collaborator and communicator, a proactive team-player with the turn complex system workflows into understandable processes and procedures.

This role is on-site in Foster City, CA (hybrid schedule).

Technology & Systems Operations :

Oversee the daily tactical technology operations and associated systems to support our US Customer Engagementsacross various engagement types (Veeva and Salesforce based products) with a keen focus on compliance

Co-ordinate across the matrix to ensure smooth technology execution for all parties with fit for purpose solutions

Contribute to a culture of continuous improvement around system optimization, automation and how technology supports wider team objectives

Make recommendations to Associate Director for potential improvements / changes for consideration

Partners with Data Operations team members on data reporting, management and integrity to ensure cohesive e2e data workflows

Works cross-functionally to ensure technology meets organizational needs IT, Legal, Compliance

Maintain and update SOPs, working processes and documentation for operational systems

Field Support & Management :

Act as primary point of contact for field-based contacts

Owns, evolves and optimizes tools and materials which support effective technology & system utilization for all user groups

Track incoming Field Team feedback and make recommendations for continuous improvement and optimizations.

Actively seekout feedback and input from field to supportday to day activities and collaboration

Agency Coordination

Act as Primary Point of contact for all marketing agency requirements and questions around technology and systems supporting Customer Engagement Operations

Ensure open channels of communication and proactive planning throughout year to provide smooth operational execution and collaboration

General

Demonstrate the ability to work proactively with the wider Customer Engagement Operations team to share updates on areas of responsibility, gain feedback on relevant matters and proactively manage that relevant feedback into tangible actions plans and outputs within work stream

Understand and have a working knowledge of Gilead therapeutic areas

Basic Qualifications :

Bachelor's Degree and Eight Years’ Experience

Masters' Degree and Six Years’ Experience

Preferred Qualifications :

Strong working knowledge of relevant software systems (e.g. Office Suite, web-based databases, etc.) is required

Strong communication and analytical skills are required

Must have strong verbal, written, and interpersonal skills

Written communication writes clearly and informatively in email communications, memos, and training materials

Planning and organization able to prioritize activities and workload, taking a systematic approach to addressing issues

Ability to partner with field to address technical concerns or issues

Effective decision making and problem-solving skills.

Able to work collaboratively in a team structure is required.

Critical thinking and analysis skills are required.

Excellent customer service skills required.

People Leader Accountabilities

Create Inclusion - knowing the business value of diverse teams, modelling 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.

They ensure employees are receiving the feedback and insight needed to grow, develop and realize their purpose.

Empower Teams - connect the team to the organization by aligning goals, purpose, organizational objectives and holding to account.

They provide the support needed to remove barriers and connect their team to the broader ecosystem.

The salary range for this position is : $154,020.00 - $199,320.00. 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.

Benefits include company-sponsored medical, dental, vision, and life insurance plans*.