Associate Director, Commercial Operations (Trade Operations)

Moderna • Princeton, NJ

2d

About The Position

The Role The Associate Director of Operations will support Moderna’s US Commercial Operations. This role is an exciting opportunity to be a critical part of the engine fueling a fast-paced 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 for our strategic customers. This also includes supporting the US Account Management team by assisting in managing the daily operational aspects of complex customer relationships. This role will also support project activities related to sales-oriented business development programs and other customer-centric services to deploy the best-in-class customer experience and support financial plan targets. This role will also be collaborated with internal teams to support Moderna’s entire customer experience including customer-facing platforms and other integrations as well as the operational functions to support the full product portfolio to strategic customers. Here's What You’ll Do Function as the primary liaison for Distribution Partners, including 3PL providers, managing the day-to-day coordination of data integration and EDI order management across multiple platforms (e.g., EDI, mData and internal reporting dashboards, external Vendors, and customers). Oversee validation of critical data sets, including financial (pricing, invoicing, payment terms, and sales volume) and product data (inventory, product profile, NDCs), ensuring data accuracy and quality Provide comprehensive customer support for multiple teams and reporting from the Orders to Cash support systems, working closely with the Account Management, Supply Chain, Digital, and Data Analytics teams. Drive operational excellence in managing Contractual Terms and Conditions with Third-Party Logistics (3PL) providers, Wholesalers/Distributors, Public, Retail Pharmacies, and other Strategic Customer Segments, ensuring timely order fulfillment and service excellence. Lead performance tracking by monitoring key performance indicators (KPIs) as defined through executed agreements and internal metrics related to product sales, order management, inventory flow, distribution, and customer service issue resolutions. Direct and support all aspects of Commercial order fulfillment, including order entry, tracking, shipping confirmations, excursion returns, and other customer service resolutions. Maintain visibility of all order-related issues, resolutions, and updates for internal stakeholders. Collaborate with internal teams and external partners to advance digital capabilities across customer-facing platforms, including SAP/EDI systems and processes Identify and implement process improvements in the order management workflow, aiming to maximize customer experience and operational efficiency. Cross-Functional Collaboration 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 alongside the Director of US Commercial Operations. Lead the creation and management of HDAs by collaborating with Supply Chain, Pricing, and Distribution teams, including supporting the Material Master process Support the Patient Assistance Program (PAP) from order setup to shipment tracking, ensuring seamless execution of patient orders. Maintain ongoing knowledge of industry trends to identify potential operational improvements and propose them to leadership.

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, particularly involving 3PL partnerships, logistics, or supply chain management.
• Strong experience in managing end-to-end order-to-cash processes, data integration, EDI Transaction management 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.
• A growth-oriented mindset with the ability to operate effectively in a high-growth, fast-paced, and transformative environment.
• Knowledge of compliance and regulatory considerations within supply chain operations (e.g., GXP, temperature-controlled logistics).
• Experience in commercial operations and knowledge of the order management process within the biopharmaceutical industry

Responsibilities

• Function as the primary liaison for Distribution Partners, including 3PL providers, managing the day-to-day coordination of data integration and EDI order management across multiple platforms (e.g., EDI, mData and internal reporting dashboards, external Vendors, and customers).
• Oversee validation of critical data sets, including financial (pricing, invoicing, payment terms, and sales volume) and product data (inventory, product profile, NDCs), ensuring data accuracy and quality
• Provide comprehensive customer support for multiple teams and reporting from the Orders to Cash support systems, working closely with the Account Management, Supply Chain, Digital, and Data Analytics teams.
• Drive operational excellence in managing Contractual Terms and Conditions with Third-Party Logistics (3PL) providers, Wholesalers/Distributors, Public, Retail Pharmacies, and other Strategic Customer Segments, ensuring timely order fulfillment and service excellence.
• Lead performance tracking by monitoring key performance indicators (KPIs) as defined through executed agreements and internal metrics related to product sales, order management, inventory flow, distribution, and customer service issue resolutions.
• Direct and support all aspects of Commercial order fulfillment, including order entry, tracking, shipping confirmations, excursion returns, and other customer service resolutions.
• Maintain visibility of all order-related issues, resolutions, and updates for internal stakeholders.
• Collaborate with internal teams and external partners to advance digital capabilities across customer-facing platforms, including SAP/EDI systems and processes
• Identify and implement process improvements in the order management workflow, aiming to maximize customer experience and operational efficiency.
• 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 alongside the Director of US Commercial Operations.
• Lead the creation and management of HDAs by collaborating with Supply Chain, Pricing, and Distribution teams, including supporting the Material Master process
• Support the Patient Assistance Program (PAP) from order setup to shipment tracking, ensuring seamless execution of patient orders.
• Maintain ongoing knowledge of industry trends to identify potential operational improvements and propose them to leadership.

Benefits

• Best-in-class healthcare coverage, plus voluntary benefit programs to support your unique needs
• A holistic approach to well-being, with access to fitness, mindfulness, and mental health support
• Family planning benefits, including fertility, adoption, and surrogacy support
• Generous paid time off, including vacation, volunteer days, sabbatical, global recharge days, and a discretionary year-end shutdown
• Savings and investment opportunities to help you plan for the future
• Location-specific perks and extras

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees