Commercial Operations, Operations Support Lead

The Role
The Associate Director, Commercial Operations, will support Moderna’s North America Commercial Operations. 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. In this role, you will be responsible for supporting both the launch and ongoing management of Commercial Operations for the US Market, including the commercial orders to cash processes. This role also supports the US Account Management teams by assisting in managing the operational aspects of customer relationships. 

This role will support project activities related to sales-oriented business development programs, customer service call center and other customer-centricity services to deploy the best-in-class customer experience and support financial plan targets. This role collaborates with internal teams to support Moderna’s end to end customer experience, including customer facing platforms, customer service support teams, and eCommerce integrations as well as the operational functions to support the full vaccine portfolio to strategic customers.
 

Here’s What You’ll Do

• Serve as the internal point of contact supporting Commercial Government Contracting and FAR Clause Compliance; Support end to end Government contracting process, including ordering logistics,; knowledge and expertise of USG Contracting to drive internal alignment and compliance, liaise with internal functions for accountability.

• Provide support as needed for all aspects of the order fulfillment process for all Government entities, including but not limited to supporting order entry, order tracking, shipping confirmations, and resolutions of customer service issues. Provide visibility of issues and resolutions to internal stakeholders.

• Support internal and external partners in the development of digital capabilities for new and existing platforms; responsible for proposing, managing, and supporting the implementation of improvements to the Government contracting and order management process to increase efficiencies and maximize customer experience.

• Work closely with the Leadership, Account Management, and Medical Science Liaison Teams to ensure Customer service standards are met or exceeded, including but not limited to daily operational support and developing internal communications and SOP’s as required.

• Lead State licensing processes for Moderna US and Moderna TX; Manage annual/ bi-annual renewal process at the state level, organize and manage documents required for support, identify and collaborate with internal stakeholders for updates to SOPs and other required documents. Implement robust management process to ensure timely and current data is managed and accessible as required to ensure continuity of business.

• Collaborate with Account Management and Compliance Teams on Rep Credentialing, ensuring that all representatives meet the necessary compliance, security, and professional requirements before engaging with healthcare facilities and providers. This includes, but is not limited to, application submissions, background verifications, training & compliance, and ongoing monitoring of compliance and state regulation changes.

• Continuously gain knowledge and stay informed about industry and market, identifying opportunities for process improvements and communicating proposed initiatives 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, US Commercial Operations.

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

• Bachelor’s degree in marketing, Business, Supply Chain, or related field 

• Minimum 8 years’ experience in vaccines or pharmaceuticals showcasing increasing responsibility and experience in the same or similar roles

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

• MBA preferred, but not required

• Expertise in commercial operations, including the Orders to Cash and Fulfillment processes, and substantial knowledge of other standard processes within the biopharmaceutical industry. 

• Experience with USG Contracting processes

• Experience driving business process transformation and change

• Proven experience delivering on initiatives and process improvements with complex business deliverables driving to success

• A desire to make an impact as part of a high-growth, transformational company that is Bold, Relentless, Curious, and Collaborative. 

• A desire to make an impact as part of a high-growth, transformational company that is Bold, Relentle