Director, Global Omnichannel Operations

Alnylam Pharmaceuticals • Cambridge, MA

7d

About The Position

The Director, Global Omnichannel Operations is responsible for establishing and leading Alnylam’s omnichannel operating discipline, the playbooks, workflows, quality controls, and ways of working that make campaign execution predictable, compliant, and scalable.
This role has primary accountability for omnichannel execution, ensuring that campaigns launch on time, leverage enterprise platforms effectively, and meet standards for accuracy, privacy, and governance. At the same time, the role operates with a global mindset, partnering closely with international stakeholders to ensure that operating models designed in the U.S. can be reused and executed effectively outside the United States.
The Director leads a team of omnichannel operations leaders, including associate directors, and serves as the people manager with individuals based in the US and Europe. Together, this team ensures consistent execution standards across markets while allowing for appropriate regional variation. The role sits at the center of brand teams, CXI platform leads, IT, analytics, and agencies, turning omnichannel strategy into reliable delivery.

Requirements

• Bachelor’s degree in a relevant field; advanced degree preferred.
• 10+ years of experience in omnichannel or marketing operations, including leadership of cross-channel execution in regulated environments.
• Proven experience building and scaling operating models, playbooks, and readiness frameworks for complex campaigns.
• Strong understanding of CRM, CDP, CMS, and DAM ecosystems and how they work together in execution.
• Demonstrated ability to operationalize privacy, consent, and accessibility requirements within campaign workflows.
• Strong familiarity with SDLC, release planning, and incident management.
• Experience managing agencies and vendors through clear performance metrics and SLAs.
• Knowledge of U.S. and global privacy standards, including HIPAA and GDPR.
• Strong people-leadership, organizational, and stakeholder-management skills in matrixed environments.

Responsibilities

• Lead and develop a team of omnichannel operations leaders responsible for campaign orchestration, readiness, and execution quality.
• Provide direct leadership and direction to the International Omnichannel Operations lead, ensuring alignment between U.S. and non-U.S. execution models.
• Establish clear roles, responsibilities, and escalation paths across omnichannel operations teams.
• Own the operational delivery of complex omnichannel campaigns in the U.S., across email, web, media, and field-enabled journeys.
• Lead intake, prioritization, and readiness processes to ensure data, content, and platform dependencies are met before launch.
• Partner closely with Brand teams to ensure approved content is accurately represented, sequenced, and executed following MLR review and approval.
• Coordinate UAT, QA, and go-live activities across internal teams and agency partners.
• Partner closely with international omnichannel leadership to ensure U.S.-designed operating models are practical, adaptable, and reusable outside the U.S.
• Minimize market-specific one-offs by promoting configuration-based approaches over customization.
• Embed privacy, consent, accessibility, and regulatory requirements into execution workflows.
• Partner with CXI Content Enablement and Customer Engagement Platform leads to enforce publishing, configuration, and data standards.
• Maintain incident logs, root-cause analysis, and corrective-action plans for execution or system issues.
• Track and report operational metrics such as release predictability, right-first-time rate, defect rates, and cycle time.
• Chair a cross-functional activation forum with Brand, IT, Analytics, and CXI partners to review pipeline, resolve blockers, and share learnings.
• Continuously refine playbooks, readiness criteria, and agency enablement based on execution outcomes.
• Serve as the primary operational liaison between Brand teams, IT, CXI platform leads, and agencies during campaign execution.
• Lead agency enablement on omnichannel execution standards, QA expectations, and ways of working.
• Partner with Analytics to ensure measurement planning is embedded into campaign setup and supports closed-loop learning.

Benefits

• comprehensive benefits including medical, dental, and vision coverage, life and disability insurance, a lifestyle reimbursement program, flexible spending and health savings accounts and a 401(k)with a generous company match
• Eligible employees enjoy paid time off, wellness days, holidays, and two company-wide recharge breaks.
• We also offer generous family resources and leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Director