Director of Trade and Distribution Operations

GlaxoSmithKline - Durham, NC

Full-time - Senior

Durham, NC

5,001-10,000 employees

Chemical Manufacturing

About the position

The Director of Trade and Distribution Operations is a strategic leadership role responsible for overseeing the Returns, Systems, and DSCSA Compliance within the Trade and Distribution Operations team. This position ensures compliance with federal regulations, manages the revenue cycle system support, and optimizes operational efficiency. The Director will lead a team, collaborate with various stakeholders, and drive improvements in order management and returns processes.

Responsibilities

• Develop and maintain the Revenue Cycle System Roadmap for returns, order processing, and customer operations ensuring policy execution and trade strategy alignment.
• Collaborate with wholesalers, distributors, and logistics providers to integrate DSCSA compliance and return processing into operations.
• Manage relationships with external partners to ensure alignment with DSCSA and effective returns management.
• Oversee systems supporting order management, customer operations/call center, product tracking, returns, serialization, and compliance.
• Lead the development and execution of product returns policies, focusing on operational efficiency and regulatory compliance.
• Partner closely with key stakeholders such as Supply Chain, Customer Operations/Service Center, Contract Operations, Finance, Tech, Business Units, Government Pricing, Trade Strategy, Enterprise Accounts, Legal and Compliance to ensure process and policy compliance and efficiency.
• Analyze data to identify trends and areas for improvement in product returns.
• Manage Return Vendor relationships, ensuring compliance with SLAs and conducting performance reviews/QBRs.
• Serve as a subject matter expert on DSCSA regulations, ensuring compliance with federal, state, and international regulations for product serialization and traceability.
• Monitor regulatory changes and update internal processes accordingly.
• Implement process improvements to enhance efficiency and cost-effectiveness in returns operations.
• Collaborate with IT teams to drive digital transformation and enhance system capabilities for returns management.
• Track key performance indicators (KPIs) to assess the success of returns and order management processes.
• Regularly report to senior leadership on operational status, successes, and areas for improvement.
• Lead, coach, and develop a team of 5 members, aligning resource plans with business continuity.
• Represent the company in industry workgroups and influence stakeholders on compliance and operational strategies.
• Engage internal stakeholders to ensure alignment with operational goals.

Requirements

• Bachelor's Degree in a related discipline.
• 5+ years of relevant experience in the pharmaceutical industry or operations.
• Minimum of 3 years' experience leading a team.
• Advanced reporting and analytical skills.
• Strong analytical capabilities with a focus on process improvement.
• Minimum of 3 years' experience leveraging system enhancements and technology to drive business process improvements.

Nice-to-haves

• MBA or relevant advanced degree.
• Understanding of DSCSA requirements.
• Knowledge of SAP and Electronic Data Exchange documents (EDI), particularly EDI 856 ASN and EPCIS.
• Experience in vendor management.
• Demonstrated success to drive compliance and continuous improvement to established process and procedures.
• Detail-oriented, with adherence to procedures/policies in a regulated environment.
• Ability to thrive in a dynamic team setting with competing priorities.
• Excellent communication and leadership skills to engage cross-functional teams.
• Experience with matrix stakeholders.
• Ability to navigate tech organizations with onshore and offshore resources.
• Skill in translating complex information into actionable business processes.

Benefits

• Comprehensive benefits program including health insurance, retirement plans, and wellness programs.