Assoc Director, Customer Engagement Operations

We set and achieve bold ambitions in our fight against the world’s most devastating diseases, united in our commitment to confronting the largest public health challenges of our day and improving the lives of patients for generations to come.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.
In addition to overseeing the end-to-end management of speaker program logistics, the Associate Director is responsible for developing standard operating procedures, monitoring performance metrics, and driving process improvements to enhance program effectiveness and efficiency.
The position entails partnering with cross-functional teams such as Legal, Compliance, Medical Affairs, Marketing and Sales to ensure all programs adhere to company policies and regulatory requirements.
The ideal candidate will possess exceptional organizational and project management skills, a deep understanding of relevant industry regulations, and the ability to communicate clearly with both internal stakeholders and external vendors.
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.
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.
* 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 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.
* 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.
* Promote diversity and inclusion as key business imperatives, ensuring all team members feel valued and motivated.
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.
Embed diversity and inclusion into all aspects of team management and operational strategy, ensuring these values drive business success.
* Deep working knowledge of Gilead therapeutic areas, enabling informed decision-making and strategic alignment with business goals.
* High proficiency in Excel for data analysis, skilled in PowerPoint and Word for effective communication; experience with Veeva and Salesforce is advantageous.
* Strong analytical, problem-solving, and critical thinking abilities, consistently applying data-based insights to navigate complex systems and develop actionable strategies.
* Advanced expertise in operations, project management, and compliance within marketing or sales, leveraging analytics to drive continuous process improvement.
* Track record of successfully leading cross-functional teams and influencing outcomes in a complex, matrixed environment, supported by robust data analysis and stakeholder engagement.
* Demonstrated success in driving innovation and fostering a culture of continuous improvement through evidence-based decision-making and collaborative leadership.
* Project management certification such as PMP or CAPM, demonstrating advanced expertise in managing complex compliance-related projects.
* Extensive experience coordinating and executing speaker programs, ensuring adherence to regulatory and compliance standards. Strong understanding of compliance frameworks in marketing or sales operations, with a focus on continuous process improvement and risk mitigation.