Associate Director, Commercial Operations, 3PL & Distribution Partners

Moderna Therapeutics • Princeton, NJ

110d • Remote

About The Position

The Associate Director of Operations will support Moderna's North America Commercial Operations. This role is an exciting opportunity to be a critical part of the engine fueling a high growth organization that is radically changing the biotech industry. In this role, you will be responsible for supporting both the launch and ongoing management of the commercial order management process. This also includes supporting the North America Account Management teams by assisting in managing the operational aspects of complex customer relationships. This role will also support project activities related to sales-oriented business development programs, customer service call center and other customer-centricity services to deploy the best-in-class customer experience and support financial plan targets. This role will also collaborate with internal teams to support Moderna's entire customer experience including customer facing platforms, call centers, and eCommerce integrations as well as the operational functions to support the full vaccine portfolio to strategic customers.

Requirements

• Bachelor's degree in Business Administration, Supply Chain, Marketing, or a related field.
• A minimum of 8 years' experience in vaccines, pharmaceuticals, or related industries with a track record of increasing responsibility in operational roles.
• Strong experience in managing end-to-end order-to-cash processes, data integration, and vendor relationships.
• Demonstrated success in leading cross-functional teams and driving operational excellence in highly regulated industries.

Nice To Haves

• MBA or equivalent advanced degree in business, supply chain, or related fields preferred.
• Expertise in process transformation, change management, and the deployment of digital tools to enhance operational workflows.
• Proven ability to develop and implement strategic initiatives with measurable impact on operational efficiency and customer experience.
• Hands-on experience with performance tracking, KPI management, and data validation in complex operational environments.
• Exceptional interpersonal and communication skills with the ability to influence senior stakeholders and external partners.
• Familiarity with lean methodologies, Six Sigma, or similar frameworks for driving process improvements.
• Knowledge of compliance and regulatory considerations within supply chain operations.

Responsibilities

• Function as the primary liaison for Distribution Partners, including 3PL providers, managing the day-to-day coordination of data integration across multiple platforms.
• Oversee validation of critical data sets, including financial and product data, ensuring data accuracy and quality.
• Provide comprehensive customer support and reporting from multiple systems, working closely with the Account Management and Data Analytics teams.
• Drive operational excellence in managing Contractual Terms and Conditions with Third-Party Logistics (3PL) providers, Wholesalers/Distributors, and Retail Pharmacies.
• Lead performance tracking by monitoring key performance indicators (KPIs) related to product sales, order management, inventory flow, and distribution.
• Direct and support all aspects of Commercial order fulfillment, including order entry, tracking, shipping confirmations, and customer service resolution.
• Maintain visibility of order-related issues, resolutions, and updates for internal stakeholders.
• Collaborate with internal teams and external partners to advance digital capabilities across customer-facing platforms.
• Identify and implement process improvements in the order management workflow.
• Partner with Account Management, Supply Chain, 3PL Partner, and other key stakeholders to ensure customer service levels are met or exceeded.
• Regularly engage with the Leadership team to present business updates, propose initiatives, and strategize operational enhancements.
• Lead the creation and management of HDAs by collaborating with Supply Chain, Pricing, and Distribution teams.
• Support the Patient Assistance Program (PAP) from order setup to shipment tracking.

Benefits

• Best-in-class healthcare coverage, plus a suite of voluntary benefit programs.
• A holistic approach to well-being, with access to fitness, mindfulness, and mental health support.
• Lifestyle Spending Accounts to personalize your well-being journey.
• Family planning and adoption benefits.
• Generous paid time off, including vacation, volunteer days, sabbatical, global recharge days, and a discretionary year-end shutdown.
• Savings and investment opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Chemical Manufacturing
• Education Level: Bachelor's degree