Director, Customer Engagement

The Opportunity: The Director, Customer Engagement leads customer support strategy and operations for CSL’s vaccine business within a highly regulated healthcare environment. This role is responsible for leading the customer support operating model and partnering across Commercial Operations, Finance, Technology, Compliance, and other key functions to deliver exceptional customer experiences, operational excellence, and sustainable business performance. This leader plays a key role in shaping customer engagement capabilities, advancing digital transformation initiatives, and providing operational insights that support strategic business decisions. This is a hybrid role, which offers a combination of an onsite and remote work schedule. LI-Hybrid Principal Accountabilities Customer Support Strategy & Operational Excellence Lead the development, implementation, and continuous improvement of customer support and customer engagement strategies. Establish service delivery standards, operating procedures, escalation pathways, and performance metrics. Monitor key performance indicators and identify opportunities to improve customer experience, efficiency, and effectiveness. Drive operational excellence initiatives that improve service quality and support business objectives. Translate customer feedback and operational insights into actionable recommendations. Business Planning, Budget Management & Operational Efficiency Manage departmental budgets, forecasting activities, and resource planning. Partner with Finance to support operational reporting and informed business decisions. Identify opportunities to improve operational efficiency while maintaining service excellence. Evaluate investments that enhance customer support capabilities and operational performance. Monitor performance trends and recommend continuous improvement actions. Leadership & Organizational Development Lead, coach, and develop a high-performing customer engagement organization. Build leadership capability within the team through coaching, development planning, and succession management. Foster a culture of accountability, inclusion, collaboration, and continuous improvement. Partner with HR to support talent planning, organizational design, and workforce development. Drive employee engagement and retention initiatives. Digital Enablement & Process Improvement Lead automation and digital transformation initiatives that improve customer interactions and operational effectiveness. Partner with Technology and Digital teams to enhance systems and customer self-service capabilities. Champion innovation and process simplification across customer-facing operations. Support implementation of tools that improve reporting, workflow management, and customer experience. Cross- Functional Leadership & Compliance Partner with Commercial Operations, Finance, Technology, Compliance, Quality, and Legal teams to support business priorities. Lead cross-functional initiatives that enhance service delivery and customer satisfaction. Ensure customer-facing processes meet regulatory, compliance, and audit standards. Support risk identification and mitigation activities. Act as a trusted advisor on customer support and customer engagement performance. Job Criteria Scope/Accountability Leads customer engagement and customer support operations for the CSL vaccine business. Provides strategic input into customer experience and customer support operating models. Responsible for departmental budget management and resource planning. Influences customer support strategy, service delivery, operational performance, and organizational capability development. Operates within a highly matrixed commercial environment requiring extensive cross-functional collaboration. Impact/Influence/Liaison Influences leaders across Commercial Operations, Sales, Finance, Technology, Compliance, Quality, Legal, and Customer Operations. Provides strategic recommendations to senior leadership regarding customer experience and operational performance. Facilitates alignment across multiple stakeholders to support business objectives. Represents customer support interests within cross-functional governance and business planning forums. Key Relationships Internal Commercial Operations, Sales Leadership, Finance, Technology, Compliance, Quality, Legal, Executive Leadership External Customers, Distribution Partners, Third-Party Service Providers, Industry Associations (as applicable) Decision Making 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. Innovation This role drives innovation across customer engagement and customer su