Senior Director, Customer Engagement Strategy & Operations

The Opportunity:

The Senior Director, Customer Engagement Strategy (Generative AI, Agentic AI & GEO) is a newly created role within commercial that will shape how Revolution Medicines uses advanced AI to improve healthcare professional engagement and ultimately commercial performance across the US. is seeking a forward-thinking, digital & AI fluent customer engagement leader strategically focused on creating, shaping and implementing innovative AI capabilities to drive optimal performance while also delivering high-quality customer experiences across our HCP engagement channels. This individual will drive business impact and transformation through the combination of commercial go-to-market strategy, deep AI acumen, commercial data subject mastery, and extensive customer engagement experience. This role reports to the Head of Portfolio Omnichannel Strategy & Operations and is not a software engineering or data science position.  This leader is an AI SME and is also a strategic AI advisor to SVP, VP, USLT & other functions with proven success influencing and delivering for executive level.

The successful candidate will bring deep Generative AI and Agentic AI expertise and apply it to identify high-value opportunities, shape implementation approaches, and deliver measurable improvements in HCP & Patient engagement across brands, platforms, channels & data sets.  This business leadership position requires experience evaluating, piloting and scaling AI-enabled solutions.  The role will set the commercial AI vision and operating model (with solution design), prioritizing high-value use cases, influencing enterprise roadmaps, and guiding capabilities from concept to pilot through adoption and scale.  The selected candidate will translate portfolio and brand priorities into AI-enabled orchestrated engagement capabilities that improve with the personalization and timing of engagements via contacts points that are relatable, relevant and resonate with customers & patients.

As an initial individual contributor, this person will lead through expertise, collaboration, and influence while establishing repeatable data, governance, and operating practices that can support multiple brands and functions (portfolio) where applicable. Working in a highly collaborative environment there will be strong collaboration with the Analytics & Insights team and Commercial IS for shared innovation, signals, methodology, computed attributes, segmentation, personalization, dynamic targeting, data management & data pipelines.

Responsibilities include: 

• Serve as the Internal & external thought leader on AI & Emerging capabilities. Provide informed guidance to Commercial Leadership, brand teams, Enterprise AI, Commercial IT, data product owners, and external partners, and help teams understand the benefits, opportunities and risks associated with emerging AI & LLM capabilities.

• Identify and prioritize high-value opportunities. Translate portfolio, brand, market, and customer insights into a practical customer engagement roadmap (and programs/projects) driving a positive RevMed engagement across HCP & patients spanning personal & non-personal engagement channels.

• Translate strategy into executable solutions. Connect commercial and technical teams by defining solutions or journeys that include generative or agentic AI solutions, intended outcomes, data requirements, success measures and leading by example to move these solutions from ideation to pilot to production and scale.

• Advance AI-enabled omnichannel engagement. Design connected HCP experiences across field, digital, media, email, congress, and emerging channels, using predictive, prescriptive, generative, and agentic capabilities to improve when, where, how, and when not to engage. (Builds on the bullet below)

• (Focused on Ai inputs and outputs) Strengthen data, technology, and measurement for optimal customer experiences.