Senior Manager, Customer Engagement Operations

2 weeks ago

Foster City, California, United States Gilead Sciences Full time
Job Description

Gilead Sciences is seeking a highly skilled Senior Manager, Customer Engagement Operations - Technology Systems to join our team. As a key member of our Customer Engagement Operations team, you will be responsible for ensuring the effective daily management of technologies and systems used for delivering customer programs and engagement activity.

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 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.
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.
What We Offer:

Gilead Sciences offers a competitive salary range of $154,000 to $199,000, depending on experience and qualifications. 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.

Gilead Sciences is an equal opportunity employer and 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.

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