Assoc Director, Customer Engagement Operations

Role Summary

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. The position entails developing standard operating procedures, monitoring performance metrics, and driving process improvements to enhance program effectiveness and efficiency.

• 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, coaching, and professional development opportunities for both full-time employees and contractors. Set clear expectations, monitor performance using objective metrics, and recognize achievements to build an engaged and empowered workforce within the Speaker Programs ecosystem.
• Build Inclusive, Collaborative Culture:
  Promote diversity and inclusion as key business imperatives, ensuring all team members feel valued and motivated. Align individual and team goals with organizational objectives, fostering a shared sense of purpose and accountability.
• Serve as Trusted Advisor:
  Act as a strategic partner and thought leader across the matrix organization, influencing decision-making through credibility, expertise, and clear communication. Facilitate consensus among cross-functional stakeholders by combining analytical insights with empathetic leadership.
• Model Inclusive Leadership:
  Demonstrate exemplary leadership behaviors,…