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Leads customer engagement and customer support operations for the CSL vaccine business.
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Provides strategic input into customer experience and customer support operating models.
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Responsible for departmental budget management and resource planning.
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Influences customer support strategy, service delivery, operational performance, and organizational capability development.
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Operates within a highly matrixed commercial environment requiring extensive cross-functional collaboration.
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Influences leaders across Commercial Operations, Sales, Finance, Technology, Compliance, Quality, Legal, and Customer Operations.
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Provides strategic recommendations to senior leadership regarding customer experience and operational performance.
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Facilitates alignment across multiple stakeholders to support business objectives.
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Represents customer support interests within cross-functional governance and business planning forums.
Commercial Operations, Sales Leadership, Finance, Technology, Compliance, Quality, Legal, Executive Leadership
Customers, Distribution Partners, Third-Party Service Providers, Industry Associations (as applicable)
This role manages complex operational and customer experience challenges requiring strategic thinking, analytical problem solving, and sound judgment. Decisions often involve multiple stakeholders and require consideration of operational, financial, compliance, and people implications. The role is expected to identify risks, evaluate alternatives, and recommend actions that improve customer outcomes and operational performance.
This role drives innovation across customer engagement and customer support operations through process improvement, digital enablement, and operational excellence initiatives. Success requires identifying emerging opportunities, implementing scalable solutions, and continuously enhancing customer experiences while maintaining compliance and operational effectiveness.
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Occasional domestic travel for including internal meetings (i.e., POAs)
Knowledge, Skills & Competencies
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Knowledge of the pharmaceutical market and regulations
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Excellent leadership, communication, and interpersonal skills.
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Ability to think strategically and make sound business decisions.
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Strong analytical and problem-solving skills.
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Bachelor’s Degree required, preferably in Life Sciences, Business/Marketing. MBA or other graduate degree preferred
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Minimum 10+ years’ healthcare experience with at least 8 years’ pharmaceutical/ biotech in a leadership role
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Experience within pharmaceutical, biotechnology, healthcare, or other highly regulated industries
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Experience with customer experience improvement, operational excellence, and digital enablement initiatives
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Vaccine or biologics experience preferred