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Associate Director, Customer Engagement Operations
3 months ago
United States - California - Foster City
Gilead Sciences, Inc. is a research-based bio-pharmaceutical company that discovers, develops and commercializes innovative medicines in areas of unmet medical need. With each new discovery and investigational drug candidate, we seek to improve the care of patients living with life-threatening diseases around the world. Gilead's therapeutic areas of focus include HIV/AIDS, liver diseases, cancer and inflammation, and serious respiratory and cardiovascular conditions.
Making an impact on a global scale
Inclusion is one of the company's five core values. That's because we know that we are stronger and more innovative at Gilead when we are informed by a diverse set of backgrounds, experiences and points of view. Gilead Sciences is a biopharmaceutical company that discovers, develops and commercializes innovative therapeutics in areas of unmet medical need. The company's mission is to advance the care of patients suffering from life-threatening diseases worldwide.
When you join Gilead, you join our mission to change the world by enabling people to live healthier and more fulfilling lives. Come join a mission-driven bio-pharmaceutical organization that values inclusion and diversity, has a strong portfolio of products, and is constantly #CreatingPossible
For Current Gilead Employees and Contractors:
Please log onto your Internal Career Site to apply for this job.
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
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 US Commercial Customer operation ecosystem. The primary focus of this role will be to ensure flawless, compliant operational delivery, accurate 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, and 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 the future 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, 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: $177, $230, 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*.
For additional benefits information, visit:
* Eligible employees may participate in benefit plans, subject to the terms and conditions of the applicable plans.
For jobs in the United States:
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. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact for assistance.
For more information about equal employment opportunity protections, please view the 'Know Your Rights' poster.
NOTICE: EMPLOYEE POLYGRAPH PROTECTION ACT
YOUR RIGHTS UNDER THE FAMILY AND MEDICAL LEAVE ACT
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
Our environment respects individual differences and recognizes each employee as an integral member of our company. Our workforce reflects these values and celebrates the individuals who make up our growing team.
Gilead provides a work environment free of harassment and prohibited conduct. We promote and support individual differences and diversity of thoughts and opinion.
For Current Gilead Employees and Contractors:
Please log onto your Internal Career Site to apply for this job.
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