Senior Manager, Omnichannel Operations

At AstraZeneca, we win through the science, it is at the heart of our every success. Every decision is rooted in the limitless possibilities of what science can do. We push the boundaries of science to deliver life-changing medicines. This purpose underpins everything we do. It gives us a reason to come to work every day. It reminds us why we exist as a company. It helps us deliver benefits to patients and build new value for shareholders. It also sets the context for our employees’ activities and the roles of our teams, partners, and other collaborators. AstraZeneca has a dynamic environment that fosters collaboration and innovation. We attract top minds, and we nurture and build top talent. 

Are you ready to lead the charge in transforming how we deliver life-saving medicines to patients? As a Senior Manager in Omnichannel Operations at AstraZeneca, you'll play a pivotal role in shaping the future of healthcare delivery within the Oncology Business Unit. You'll be responsible for developing, executing, and continuously improving omnichannel programs, ensuring a seamless experience across all channels. This is your chance to drive innovation, optimize workflows, and collaborate with cross-functional teams to make a real impact. 

Accountabilities: 

Operations Management:

• Accountable for on-time execution and delivery of omnichannel campaigns 

• Responsible for documenting campaigns in JIRA boards and gathering requirements for execution 

• Lead omnichannel operations, ensuring optimal integration between various channels 

• Troubleshoot and resolve operational challenges in the omnichannel framework 

• Proactively seek and implement optimized orchestration and automation processes 

• Coordinate across Agile Release Train (ART) to align campaign timelines and communicate status and risk 

• Lead kick-off and assessment meetings with cross-functional partners 

• Align with Customer Engagement Business Partner on project prioritization and timelines; independently lead backlog refinement, PI planning, and sprint planning meetings 

• Continuously assess and improve digital processes to enhance stakeholder experiences 

• Establish key performance indicators for digital platforms to guide operational improvements 

• Establish protocols for crisis management on digital platforms 

Campaign Creation and Execution: 

• Use CRM platforms (e.g., Salesforce, HubSpot, Adobe) to design and implement automated campaigns 

• Set up A/B tests and optimize campaigns based on customer responses 

• Develop automated nurture campaigns to engage customers at various lifecycle stages 

• Oversee user experience and journey mapping to identify pain points and opportunities 

Cross Functional Collaboration: 

• Collaborate deeply with cross-functional teams to ensure smooth daily operations 

• Work with stakeholders on requirements gathering and balancing delivery timelines 

• Serve as a central collaboration point acr