Executive Director, Omnichannel & Content Operations
About The Position
The Executive Director, Omnichannel & Content Operations is a strategic and operational leader responsible for designing, scaling, and optimizing end-to-end omnichannel customer engagement and content delivery. This role oversees the integration of advanced analytics, content production, creative services, and marketing operations to drive highly personalized, data-driven customer experiences across all channels within Otsuka’s U.S. commercial business. As a senior leader within Customer Engagement Operations (CEOps), this role brings together omnichannel business partnering, marketing automation, PRC coordination, print/warehouse fulfillment, and in-house creative services to drive efficient, compliant, and high-impact customer engagement. This role ensures the marketing technology infrastructure, insights, and processes are in place to deliver personalized, seamless experiences across channels, while supporting brands and field teams in achieving their goals. The ideal candidate combines deep expertise in marketing technology, content supply chain management, and analytics-driven decisioning with strong leadership and cross-functional partnership capabilities.
Requirements
- Bachelor’s degree required; advanced degree in Marketing, Business, Communications, or related field preferred.
- 12+ years of experience in pharmaceutical or healthcare marketing, omnichannel strategy, content operations, or related fields
- Proven track record of building and scaling content supply chains and omnichannel engagement models
- Strong leadership and stakeholder management skills; able to influence and collaborate across brand, field, medical, regulatory, and IT functions.
- Deep understanding of customer data platforms (CDPs), marketing automation & journey orchestration tools, digital asset management (DAM) systems, modular and dynamic content frameworks
- Deep understanding of promotional compliance, marketing automation platforms, and cross-functional campaign execution.
- Understanding and or experience in applying predictive analytics, AI/ML, and data-driven decisioning in marketing,
- Strong operational leadership and process optimization skills
- Exceptional stakeholder management and communication abilities.
Responsibilities
- Lead therapeutically aligned omnichannel business partners to partner with brands in developing and activating brand customer engagement strategies.
- Define and lead the omnichannel engagement strategy, ensuring seamless, personalized customer experiences across digital and offline touchpoints
- Guide cross-functional planning to integrate brand objectives with omnichannel capabilities and field execution.
- Collaborate with insights, analytics, and field teams to define KPIs and continuously optimize customer journeys.
- Implement workflows, tools, and governance to optimize throughput, efficiency, and asset lifecycle management.
- Lead the development and deployment of advanced predictive analytics capabilities to optimize targeting, personalization, and journey orchestration.
- Oversee the design and operation of decision engines (e.g., next best action/content) powered by AI/ML and customer data platforms.
- Partner with data science and analytics teams to translate insights into actionable marketing strategies and automated decisioning.
- Build and manage a high-performing content factory to deliver high-volume, high-quality marketing assets at speed and scale.
- Oversee modular content development, enabling reuse, personalization, and dynamic assembly across channels.
- Manage external/derivative agencies and production partners, ensuring alignment with speed, quality, cost, and brand standards.
- Leverage marketing automation platforms to ensure the right message reaches the right audience at the right time.
- Integrate content planning with campaign management and orchestration platforms, directing content delivery within the customer journeys and across channels (web, mobile, email, CRM, paid media).
- Lead the end-to-end content operations process, including PRC coordination, material review workflows and digital asset management
- Drive operational efficiencies to reduce time to market while ensuring adherence to regulatory and legal standards.
- Oversee print and physical material production, warehousing, and distribution in support of sales and marketing initiatives.
- Manage vendor performance and ensure accurate inventory management and timely fulfillment.
- Oversee in-house creative teams responsible for design, copywriting, video, and digital asset production.
- Ensure creative excellence while balancing speed, agility, and cost efficiency.
- Integrate creative planning into campaign workflows to accelerate production and improve quality.
Benefits
- Comprehensive medical, dental, vision, prescription drug coverage
- company provided basic life, accidental death & dismemberment, short-term and long-term disability insurance
- tuition reimbursement
- student loan assistance
- a generous 401(k) match
- flexible time off
- paid holidays
- paid leave programs
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Executive
