Director, Commercial Operations (Customer Experience) - US

The Role

This role is an exciting opportunity to be a critical part of the engine fueling a high growth organization that is radically changing the biotech industry. The Director, Customer Experience, will have a key role in defining, developing and supporting the Customer Experience for US Commercial Customers. This also includes, but is not limited, the launch and ongoing management of the commercial order management process, all supporting platforms, and daily support of the US Account Management teams by assisting in managing the operational aspects of complex customer relationships. 

In addition, this role will lead as well as support cross-functional project activities related to sales-oriented business development programs, customer service contact center and other customer-centricity services to deploy the best-in-class customer experience and support financial plan targets. The Director will collaborate with internal teams to support Moderna’s entire customer experience including customer facing platforms, contact centers, order logistics/ shipping, eCommerce, and all operational functions needed to support the full vaccine portfolio to strategic customers.

Here’s What You’ll Do

• Manage the following positions:

  • Associate Director US Commercial Contact Center

    • This includes interfacing with the Contact Center Vendor Management team as the main point of contact to ensure Moderna’s Customer Service Model is supported through agent interaction.

    • Establish appropriate Process & Systems training for the team, FAQ, and SOP updates, including validating customer and other data sets (financials relating to pricing, invoicing, and sales volumes, product data relating to inventory and product profile), comprehensive customer support and reporting from multiple systems, liaising with the Account Management Team.

  • Senior Manager, Customer Experience Support

    • Support the FAQ & Script Development for all Customer facing Teams (Contact Centers, CSO, Acct Mgt), including 4PL/3PL vendor partner

    • Liaise with marketing to ensure appropriate materials developed to support their initiatives.

  • Senior Operations Analyst

    • Ensure support is provided for various projects relating to Orders to Cash, Account Management support, Customer needs that arise during the course of business.

• Provide oversight of all aspects of the order fulfillment process for Commercial customers, including but not limited to supporting order entry, order tracking, shipping confirmations, and resolutions of customer service issues. Provide visibility of issues and work collaboratively to resolve with internal stakeholders.

• Support internal and external partners in the development of digital capabilities for new and existing platforms with a focus on Omni-Channel Contact Center (OC3) including the development of Chatbot & Voicebot for Commercial; responsible for proposing, managing, and supporting the implementation of improvements to the order management process to increase efficiencies and maximize customer experience.

• Work closely with Directors, Account Management teams, and Medical Science Liaison Team to ensure expected Customer service level is met or exceeded.

• Continuously gain knowledge and stay informed about industry and market, identifying opportunities for process improvements and communicating them to management and colleagues.

• Interface with leadership as needed to draft and present business or project updates, support departmental business proposals, and recommended strategies in collaboration with Senior Director.

Here’s What You’ll Need (Minimum Qualifications)

• BS in Marketing, Business, Supply Chain, or related field

• Minimum 10 years’ experience in showcasing increasing responsibility and experience in the same or similar roles; vaccines or pharmaceutical experience preferred,

Here’s What You’ll Bring to the Table (Preferred Qualifications)

• Expertise in commercial operations and substantial knowledge of the order management process within the biopharmaceutical industry

• Comprehensive knowledge of Contact Center Operations, including Software, KPI’s and appropriate reporting/management, establishing SOP’s and processes including industry best practices

• Demonstrated results in developing, implementing and executing successful, comprehensive approaches to vaccine or medical product order management

• Comprehensive knowledge of pharmaceutical wholesalers/ distributors and the complexities of order management

• An in depth understanding of the overall U.S vaccines marketplace (Retail Pharmacy, Integrated D