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Senior Manager, Customer Engagement Operations

2 months ago

Foster City, California, United States Gilead Sciences Full time
Job Title: Senior Manager, Customer Engagement Operations - Technology and Systems

Gilead Sciences, Inc. is a biopharmaceutical company that has pursued and achieved breakthroughs in medicine for more than three decades, with the goal of creating a healthier world for all people. We are seeking a highly skilled Senior Manager, Customer Engagement Operations - Technology and Systems to join our team.

Job Summary:

The Senior Manager, Customer Engagement Operations - Technology and Systems will be responsible for ensuring effective daily management of the technologies and systems used for delivering customer programs and engagement activity. This role will require a keen understanding of the compliance landscape and the ability to collaborate with cross-functional teams to ensure smooth technology execution.

Key Responsibilities:
  • Oversee the daily tactical technology operations and associated systems to support US Customer Engagements across various engagement types (Veeva and Salesforce based products) with a keen focus on compliance.
  • Coordinate 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 the Associate Director for potential improvements/changes for consideration.
  • Partner with Data Operations team members on data reporting, management, and integrity to ensure cohesive e2e data workflows.
  • Work cross-functionally to ensure technology meets organizational needs – IT, Legal, Compliance.
  • Maintain and update SOPs, working processes, and documentation for operational systems.
  • Act as primary point of contact for field-based contacts.
  • Owns, evolves, and optimizes tools and materials which support effective technology and system utilization for all user groups.
  • Track incoming Field Team feedback and make recommendations for continuous improvement and optimizations.
  • Actively seek out feedback and input from field to support day-to-day activities and collaboration.
  • 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 the year to provide smooth operational execution and collaboration.
Requirements:
  • Bachelor's Degree and Eight Years' Experience OR Masters' Degree and Six Years' Experience.
  • 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.
  • Empower Teams – connect the team to the organization by aligning goals, purpose, organizational objectives, and holding to account.

Gilead Sciences, Inc. is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees. If you are passionate about making a difference in the lives of patients and have the skills and experience required for this role, please submit your application.