Senior Manager, Customer Engagement Operations

5 days ago

Foster City, California, United States BioSpace, Inc. Full time
Job Description

The Senior Manager, Customer Engagement Operations - Technology and Systems will report to the Associate Director, Customer Engagement Operations. The role will ensure effective daily management of the technologies and systems used for delivering customer programs and engagement activity. A keen understanding of the compliance landscape will be needed. This person will be a strong collaborator and communicator, a proactive team-player with the ability to turn complex system workflows into understandable processes and procedures. This role is on-site in Foster City, CA (hybrid schedule).

Key Responsibilities:
  • Oversee the daily tactical technology operations and associated systems to support our 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
Field Support & Management:
  • Act as primary point of contact for field-based contacts
  • Owns, evolves, and optimizes tools and materials which support effective technology & 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
Agency Coordination:
  • 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
General:
  • Demonstrate the ability to work proactively with the wider Customer Engagement Operations team to share updates on areas of responsibility, gain feedback on relevant matters, and proactively manage that relevant feedback into tangible action plans and outputs within work streams
  • Understand and have a working knowledge of Gilead therapeutic areas

Basic Qualifications: Bachelor's Degree and Eight Years' Experience OR Masters' Degree and Six Years' Experience

Preferred Qualifications:

  • 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, modeling 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

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