Director, Order, Returns and Customer Engagement

6 months ago

Philadelphia, United States 1925 GlaxoSmithKline LLC Full time

Details:

The Director of: Order, Returns and Customer Engagement is a second line leader role that has responsibility for an organization of 12 team members consisting of 5 direct reports: 2 Quality Assurance Analysts, 2 first line leaders managing day to day processes related to order and inventory management and returns, and 1 manager responsible for vendor management and operations for our 3rd party contact center. This team supports the entire GSK/ViiV portfolio and US/PR customers ranging from Wholesalers/Distributors, CDC, Federal, Specialty Pharmacies and a wide range of direct ordering customers through our GSKDirect eCommerce site. The 3 distinct areas consist of:

Order and Account Management: responsibility for timely and accurate order and adjustment processing, channel monitoring and reporting, order governance and rule setting, inventory reporting and analysis and product allocation activities, dispute resolution and billing adjustments. Trade Strategic Partnerships & Service Innovation: Manage and oversee daily service center and systems operations performed by a 3rd party to ensure that their service is aligned with GSK’s strategy and policy. Trade Returns Compliance: Responsible for evaluating and dispositioning GSK’s customer returns, recalls, and associated disputes and deductions according to policy.

The role's purpose is to ensure a customer centric strategy is charted and realized for all order and revenue cycle interactions with an extremely diverse customer base. There is also accountability to ensure all transactions are processed timely and in a manner that complies with Gov't pricing requirements and Sarbanes Oxley controls. 

There is a high technical focus on system enhancement, advanced reports tools (ie. Power BI), and automation opportunities (ie. AI) to improve our processes, maximize efficiency and mitigate risk. 

Responsibilities:

Define and communicate the vision, mission, and strategic priorities for the Customer Operations organization, including Customer Service and Order& Inventory Mgt functions. Lead a large, diverse organization consisting of GSK FTEs and vendor resources responsible for managing order to cash activities (> $25 billion dollars in sales) that impact financial sales and Government Price reporting. Drive a performance-based culture of accountability and trust, high quality standards and robust compliance controls balanced with ensuring that an exceptional customer focused experience is being created in every customer interaction and that industry leading service levels are being achieved. Design and own SOX and management controls to meet legal and Government Pricing requirements and mitigate financial risk. Effectively coach and develop first line leaders and Quality Assurance Analysts to support team and manage major implementation projects, and improve business processes Establish and maintain key relationships with diverse and extensive matrix to provide front line customer insights, voice of customer perspective, and business impacts and risks to stakeholders such as Contract Operations, Strategy, Brand and Demand teams, Government Pricing, Tech, Business Risk & Compliance, Supply Chain & Distribution, Finance, Manufacturing, Distribution, Field Sales, Enterprise Account Directors, Legal, and Regulatory Leverage internal and external stakeholder relationships and expertise to inform, develop and influence strategy and policy decisions and negotiate mutually agreeable solutions to resolve complex business issues. Effectively manage vendor by negotiating contracts, establishing vendor metrics, and holding the vendor accountable to service levels and contract terms. Implement innovative solutions and leverage new technology to create efficiencies while continuously elevating our level of service. Create, improve and/or redesign core processes to support new distribution strategies, launches, divestments, etc. This includes creating policies and processes to ensure efficiency, accuracy, and to mitigate risk. Drive and implement system enhancements and business process improvements to create efficiencies, mitigate risk, and/or improve the customer experience. Provide leadership and expertise in high-impact implementation projects to mitigate compliance risks, create efficiencies, and improve service quality and the customer experience. Manage high-dollar budget and operating expenses ($1M+) through efficient vendor and resource management. Strategically assess and benchmark the structure and performance of my organization against internal and external standards at a global level.

Why You?

Basic qualifications:

Bachelor’s degree 5+ years of experience in the pharmaceutical industry. Minimum of 3 years’ experience leading a team. Advanced reporting and analytical skills Minimum of 3 years’ experience leveraging system enhancements and technology to drive business process improvements.

Preferred qualifications:

Master’s degree or CPA Experience in trade strategy, order/inventory management, vendor management, internal controls, and government pricing programs. Experience with contact center in a pharmaceutical or healthcare industry Strong business acumen and deep understanding of financial, legal and compliance risks associated with trade & distribution. Project management, process improvement experience Strong business acumen and deep understanding of financial, legal and compliance risks associated with trade & distribution. Proven ability to lead under pressure and in a rapidly changing environment. Demonstrated success as a team leader who drives compliance and continuous improvement to established process and procedures. Operations experience establishing and monitoring financial compliance controls. Results oriented, self-starter with the ability to drive accountability for results within the team. High level of motivation and ability to find creative solutions to challenging business issues or unique customer situations. Demonstrated multi-dimensional and complex problem-solving skills (technology, people, processes). Demonstrated ability to work seamlessly across multi-disciplinary teams to help implement new contract strategies, new business requirements or new legislation.

#LI-GSK

Please visit to learn more about the comprehensive benefits program GSK offers US employees.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

GSK is an Equal Opportunity Employer and, in the US, we adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK.

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