The Engagement Delivery Executive Director is responsible for operational excellence by spearheading the automation and transformation of MODCoE shared services. Leading a team of 100 employees, which includes three director-level direct reports and oversees a diverse set of current services, including Promotional Operations, Customer Service Management, Brand Operations, and Event Operations. This role will continue to build and create capacity for new operations services based on business needs and priorities. Additionally, the purview of this position extends to the supervision of 30+ outsourced roles. As a key driver of transformative efforts, the role must proactively identify opportunities to enhance flexibility and capacity within operations support and enable the onboarding of new services and capabilities.

• Collaborate with organizations across MODCoE to ensure seamless and effective engagement delivery
• Optimize the resourcing model and oversee in-house employees, onshore contractors, and offshore resources to enhance operational efficiency
• Identifying opportunities to automate & streamline operations support
• Introduce new capabilities for new services
• Oversee the Promotional Operations function within Shared Services, including:

• Ensuring label operations support needs are met
• Ensuring physical promotional fulfillment needs are met, while seeking to optimize this services
• Driving standards across promotional content review and ensuring quality expectations are met
• Communicate key insights to MODCoE leadership to enable improvement of DPP, content review, and derivative content creation processes to optimize quality and speed to market of assets
• Oversee Brand Operations and Medical Event Support function within Shared Services, including:

• Managing and facilitating speaker series, enabling virtual demos, and conducting training related to events
• Oversee Customer Services Management function within Shared Services, including:

• Sharing insights to inform how to improve Customer Services Management and guiding the development of approaches for optimization
• Finding applicable ways to share customer insights with the Customer Experience & Engagement Planning team and strategizing ways to synchronize processes with customer engagement needs and objectives

Education

• Required: Bachelor’s Degree
• Preferred: MBA, Master’s Degree

Required Experience And Skills

• Minimum of 10 years of increasing responsibility in marketing, Omnichannel, sales, and/or digital experience in the biopharmaceutical industry, or a combination of relevant experience.
• Demonstrated experience in leading customer experience and digital transformation projects from creation to delivery.
• Demonstrated ability to create a shared vision and inspire collaboration across key stakeholders, while confidently driving change.
• Ability to navigate ambiguity and change management with an entrepreneurial mindset.
• Demonstrated strong project management leadership skills, including the ability to coordinate and balance multiple projects across many stakeholders, while meeting deadlines and driving impact.
• Strong executive presence with experience interacting with senior executives.
• Demonstrated leadership success in building, leading, developing, and inspiring a medium to large team.
• Excellent verbal and written communication skills
• Demonstrated track record of creative problem solving and strategic abilities