Associate Director, Omnichannel Orchestration Global Capability Owner

Jazz Pharmaceuticals•US - Home-Based - PA, PA

5d•$160,000 - $240,000•Remote

About The Position

Jazz Pharmaceuticals is a global biopharma company focused on innovating to transform the lives of patients with serious diseases, often with limited or no therapeutic options. The company is dedicated to developing life-changing medicines and has a diverse portfolio in sleep disorders, epilepsy, and cancer treatments. Jazz is headquartered in Dublin, Ireland, with a global presence in research, development, and manufacturing. This role is part of a new capability-oriented operating model designed to build, advance, and deliver global capabilities across the enterprise, enabling business and technology teams to partner closely. The Associate Director, Global Capability Owner, Omnichannel Orchestration will provide leadership and strategic direction for the Omnichannel Orchestration team within Global Customer Experience Operations. This role serves as the primary leader for the Omnichannel Orchestration capability, partnering with Tech Leads, Activation Leads, and development teams to ensure solutions align with capability priorities and global standards. The Omnichannel Orchestration capability coordinates next-best actions and personalized engagement across marketing, field, and third-party channels to enable coordinated, data-informed customer experiences. The Global Capability Owner will be accountable for developing the capability, roadmap priorities, and measurable outcomes for orchestration capabilities, including decision logic, business rules, personalization, and cross-channel optimization, ensuring they deliver significant impact.

Requirements

Experience designing scalable capability frameworks, prioritization logic, and governance standards.
Strong understanding of customer data ecosystems, segmentation/targeting concepts, and how decisioning integrates with downstream channel execution systems.
Familiarity with enterprise journey orchestration platforms or engagement decisioning systems and Field Next-Best-Action solutions.
Experience designing scalable decision logic, prioritization frameworks, and business rule governance.
Knowledge of targeting, segmentation, and personalization engines.
Experience working within Agile capability development and capability operating models.
Experience with tools such as JIRA, Confluence, or similar capability management and collaboration platforms.
Experience using AI, automation, or agentic workflows to enhance learning design, delivery, or learning operations.
Experience partnering with end users across capability discovery, design, and deployment.
Customer Journey Understanding – ability to see customer’s end-to-end experience clearly and use it on an ongoing basis for go to market strategic, tactical and measurement decisions, while anticipating needs across touchpoints. Make practical decisions that improve journey and outcomes.
Cross functional Matrix Collaboration – ability to work fluidly across teams and reporting lines respecting SME, coordinating shared work, ensuring progress even when accountability is distributed – supporting decisions with professional alignment and focus on collective success. Deeply understands and values unique capabilities and perspectives of diverse functions.
Problem Solving - ability to break down complexity, identify root causes, and experiment with solutions using an adaptive, learning oriented approach.
Managing Competing Priorities - ability to navigate shifting demands with clarity and adaptability, focusing effort where it creates the greatest future impact while keeping work moving.
Decision‑Making - ability to make transparent, criteria based decisions by weighing options, risks, and implications and aligning others around the path forward.
Continuous Improvement — ability to regularly improve processes/capabilities through reflection and iteration, generates new options and approaches when constraints exist, growth mindset, challenges status quo.
Bachelor’s degree in business, technology, marketing, science, or related field.
8+ years of experience in pharmaceutical, healthcare, or other highly regulated industries.
Experience in digital capability management, capability ownership, or demonstrated experience managing the creation and delivery of a capability roadmap within a cross-functional team.
Experience working with CRM, orchestration, or customer engagement technologies.

Nice To Haves

Advanced degree (MBA or relevant graduate degree) preferred.
Experience working in a capability operating model.
Experience partnering with Capability teams supporting digital and operational capabilities.
Experience working in rare disease or specialty brands, with strong understanding of unique stakeholder dynamics.

Responsibilities

Define and articulate the capability vision and outcomes aligned to global and franchise priorities in collaboration with key stakeholders.
Own and continuously evolve the Omnichannel Orchestration roadmap, making prioritization and trade-off decisions to add the most value based upon user feedback.
Translate business needs into capability solutions with measurable success metrics that drive impact across franchises and the business.
Develop and maintain a unified roadmap for orchestration capabilities (e.g., next-best-action decisioning, cross-channel prioritization, business rules governance, reusable orchestration components), ensuring consistent execution and measurable impact across franchises.
Connect business stakeholders and the Omnichannel Orchestration global capability team, ensuring requirements are clearly defined and aligned to strategically important business outcomes and success metrics.
Partner closely with franchise Activation Leads to ensure capabilities effectively support activation needs, timelines, and in‑market execution across brands and end‑to‑end journeys.
Partner closely with the Tech Lead to align business priorities with technical feasibility and delivery sequencing, ensuring trade-offs support agreed business outcomes.
Partner closely with the Suite Lead to align capability priorities, scope and roadmap decisions with team-level business objectives, ensuring consistent focus on enterprise outcomes and value delivery.
Define clear capability requirements, user stories, and acceptance criteria to enable efficient execution and alignment with business partner activity needs.
Partner across the Customer Experience Operations Organization to ensure seamless integration and influence ongoing capability evolution to support scalability, flexibility, and compliance requirements.
Enable scalable, compliant, and personalized customer engagement by owning marketing automation and CRM capabilities that standardize campaign activation, data governance, and performance measurement across brands and end to end journeys.
Leverage user insights and engagement data to shape Omnichannel Orchestration capabilities that drive an improved customer experience (for both internal and external users).
Lead discovery efforts, engaging directly with users and key stakeholders to deeply understand their needs, validate business value, and assess technical feasibility prior to development.
Partner across Global Capability teams to deliver scalable, reusable Omnichannel Orchestration capabilities.
Monitor capability adoption, outcome KPIs and engagement metrics to inform backlog prioritization and continuous improvement.
Develop and manage documentation (PRDs, user stories, discovery artifacts), and sprint planning in partnership with the Tech Lead and development teams.
Drive experimentation to improve Omnichannel Orchestration Engine outcomes.
Leverage outcome metrics to articulate the capability's value proposition and its impact, promoting capability awareness across CX operations and foster a culture of engagement and feedback in partnership with Activation.