Head of Customer Engagement Operations, USBU

Takeda • Boston, MA

4d

About The Position

The U.S. Head of Customer Engagement Operations leads a portfolio of functional groups, including dedicated business partner support, and encompassing Takeda’s sales operational services, HCP/KOL Engagement and Deployment, Operations (incl. Incentive Compensation, Ops/Performance Management, Training, Event Execution), and Tech Enablement resources to enable U.S. Business units’ ability to provide exceptional HCP and Patient experiences. This role is responsible for building and implementing processes, tools, and skillsets to deliver these services and contribute to Takeda’s performance, competitiveness, and operational excellence. Collaborate with internal customers (e.g., franchise leaders, brand leaders, sales leadership, Medical, PAMA technology and analytics) to proactively drive to innovate and identify evolving customer and business needs in service to existing and emerging brands Shape and operationalize customer engagement and field execution strategies (e.g., deployment models, engagement mix, capability needs) Measure and identify opportunities to improve effectiveness and efficiency through changes to operating model, processes, tools, or resource allocation; collaborate with field leadership to drive adoption Partner with franchise and brand leaders to support launch and in-market optimization, aligning field force deployment, engagement priorities, and enablement plans based on evolving customer insights Commercial only: Provide operational leadership and support for Incentive Compensation (IC) design and execution (incl. governance, modeling inputs, effectiveness monitoring) Focus on increasing speed and efficiency of services delivered through simplification, automation, and /or standardization, while continuing to meet Takeda’s policies and compliance requirements. Work with their leadership team to define and implement the talent strategy that supports its current and future portfolio of services ensuring growth and development opportunities for all and establishing a strong, positive culture. Collaborate closely with the BUs and field leaders to understand their needs and ensure re-sources are appropriately allocated across multiple franchises and brands. This individual will ensure that processes are well functioning, individual leadership accountabilities are clear, and services are well aligned to meet business needs.

Requirements

• Bachelors degree – BS/BA
• Minimum of 15 years of management level experience in the pharmaceutical, biologic/biotech, or medical device industries.
• Management experience in pharmaceutical product marketing, product sales management, marketing operations, sales operations, marketing management, and/or product management experience or related field, leading a medium to large organization and influencing senior-level management and key stakeholders
• Exhibits an understanding of how operational processes, systems, and capabilities can impact and advance commercial and marketing strategies
• Proven track record of leading and driving business process transformation and organizational culture change
• Operational experience in pharmaceutical drug development, sales, marketing and product launches
• Track record of successful second-level leadership, management, and development of large, multi-disciplinary globally dispersed teams
• Health care business acumen with a comprehensive understanding of the pharmaceutical industry and U.S. Commercial environment
• Demonstrated ability to collaborate exceptionally well across multipole business units and functional groups
• Enterprise level leadership with the ability to inspire, motivate and drive results
• Ability to present complex information clearly and with confidence
• Excellent communicator, able to persuasively convey both ideas and data, verbally and in writing
• Proven skills as an effective team player who can engender credibility and confidence within and outside the company
• Dedicates time and effort to strategic development of talent and capabilities within their team
• Fosters a diverse, equitable and inclusive environment and champions all USBU initiatives in services of this goal
• Broad decision making responsibilities: Ability to make highly complex decisions that impact the enterprise
• Ability to seek diverse input from multiple constituents and align towards agreed upon solutions
• Ability to incorporate feedback and ensure decisions are made swiftly to yield flawless execution
• Accountable for designing and implementing vision and strategy for designated scope
• Foster solutions-oriented thinking by building a culture of performance, accountability, simplicity, empowerment, external orientation and curiosity
• Effectively navigates the changing external and internal environment and leads others through change by creating and inspiring an engaged community
• Effectively negotiates and collaborates with business partners and demonstrates the ability to resolve conflict in a constructive manner
• Ability to build strong partnerships and drive role clarity with other Takeda function, including Sales, Marketing, Managed Markets, Finance, IT, Procurement, HR, Legal/Compliance, Medical Affairs, Communications, Public Affairs, external vendors, and others.
• Ability to set a vision and lead organization change
• Comfortable challenging the status quo and bringing forward innovative solutions
• Ability to take risks implementing innovative solutions to improve patient and HCP experience
• Ability to identify areas for process and systems innovation and implement change that will enhance effectiveness
• Ability to work in a highly matrixed ecosystem (internal and external) with a high degree of complexity
• Ability to determine areas of consistency or flexibility in practices from one business to another, balancing uniformity and replicability with meeting business needs

Responsibilities

• Stakeholder engagement & launch enablement Engage with Takeda stakeholders to review, shape and evolve the U.S. Customer Engagement Operations’ portfolio of services, aligning demand, capacity, and launch readiness Orchestrate HCP / KOL Engagement and Deployment, Operations (incl. Incentive Compensation, Ops/Performance Management, Training, Event Execution), and CRM / relevant tech enablement services Lead the Customer Engagement Operations Business Partner organization, establishing strong, outcome-oriented relationships with U.S. Business Units and driving adoption of the new operating model through stand-up and transition to business-as-usual operations Understand key launch requirements and ensures that process and procedures are aligned to support effective launches via launch excellence team Partner with the business to understand key sales force deployment and engagement requirements for launch products Ensure all compliance and product trainings are designed and deployed effectively to support launches and ongoing execution Partner with IT to align appropriate CRM, data, and technology enablement resources with launch needs
• Customer engagement & field operations Lead teams that bring innovation and forward-thinking to key areas of Customer Engagement Operations, including: Commercial: Sales planning (Incentives and Compensation, Sales Force Alignment, Call Planning) Field force automation (CRM, Technology, Field Reporting Platforms) Performance reporting and insights Professional engagement (Consulting, Speaker, and Advisory Board programs) Key Opinion Leader (KOL) / Thought Leadership (TL) support services Field team training and leadership development
• Operational excellence & compliance Execute compliance policies that support audit readiness, including identifying improvement and implementing them Ensure alignment across sales training, field enablement, and customer engagement data management strategies to drive execution and compliance
• Strategy: Understands USBU business strategy and needs and translates them into a defined portfolio of services and supporting capabilities Sets, upholds and executes USBU’s vision, capability development, priorities and performance goals that enable USBU’s performance Seeks to innovate through experimentation and scales successful pilots / experiments rapidly across the organization Delivers on operational excellence goals across the portfolio of services Defines and implements a talent strategy that supports innovation and efficiency goals
• Management of Services: Responsible for day-to-day operational delivery of a portfolio of services, processes, tools and technology and ensures adherence to service levels and compliance requirements Proactively streamlines processes, structures, programs and planning systems to ensure commercial success and fiscal accountability Addresses USBU’s demand for services and available budgets and capacity Manages a multi-million dollar budget with accountability to P&L stakeholders and delivers operations in a cost-effective manner Ensures adherence to applicable laws and regulations Oversees key strategic vendor relationships
• People Management: Develops and implements a talent strategy that aligns with USBU’s vision, culture and people goals to deliver an exceptional people experience Leads, builds, retains, develops, and motivates team members to success Builds a talent base and succession plan, implements personal development plans and training to achieve business objectives

Benefits

• U.S. based employees may be eligible to participate in medical, dental, vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, a tuition reimbursement program, paid volunteer time off, company holidays, and well-being benefits, among others.
• U.S. based employees are also eligible to receive, per calendar year, up to 80 hours of sick time, and new hires are eligible to accrue up to 120 hours of paid vacation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees