Senior Director, Process Excellence

Description:

The Senior Director, Digital Process Excellence is responsible for transforming how the company operates across all commercial verticals — Retail, Institutional, and BioSimilars. The role owns the end-to-end design, optimization, and continuous improvement of critical business processes, applying digital tools, automation, and AI to make the business measurably faster, better, and more profitable.

This is a business transformation role.  This role will partner closely with IT to deliver technology solutions but owns the business outcomes: revenue growth, operating efficiency, customer experience, and process resilience.

Essential Functions:
 

Process Excellence & Business Transformation

• Define and execute the enterprise digital process strategy across Retail, Institutional, and BioSimilars verticals
• Identify and prioritize the highest-value opportunities to apply automation, AI, and digital tools to commercial business processes
• Drive measurable improvements in cycle time, quality, customer experience, and profitability

Operational Process Ownership

• Own end-to-end business process design and continuous improvement across:
  • Order management and order-to-cash
  • Pricing, bid-quote, contracting, and CPQ
  • eCommerce and digital marketing
  • Customer service and customer/government portals
  • Warehouse management, distribution, and 3PL coordination
  • Institutional and retail sales operations
• Identify inefficiencies, bottlenecks, and improvement opportunities
• Develop and execute strategies that ensure scalability and resilience

AI & Digital Innovation

• Lead the identification, prioritization, and adoption of AI and digital solutions across commercial operations
• Establish governance, value measurement, and adoption frameworks for AI-enabled processes
• Translate emerging technology capabilities into tangible business impact

Analytics & Performance Management

• Define enterprise-level commercial KPIs and dashboards that provide leadership visibility into business performance
• Standardize reporting across functions, replacing fragmented and inconsistent approaches
• Use data-driven insight to drive continuous improvement and decision-making

Cross-Functional Leadership

• Serve as the senior business owner of digital process transformation across commercial operations
  Partner with Marketing, Sales, Customer Service, Supply Chain, and Finance to align transformation priorities with business strategy
• Liaise closely with IT on solution architecture, delivery, security, and scalability — bringing business requirements forward and ensuring technology investments deliver business outcomes
• Act as the executive translator between business outcomes and technology solutions

Leadership & Team Development

• Build, mentor, and lead a team of digital process champions, each accountable for a core commercial process domain (e.g., order-to-cash, pricing and contracting, eCommerce, warehouse and distribution, customer experience)
• Scale process excellence and digital fluency capability across the broader organization
• Foster a culture of innovation, accountability, and customer-centricity

Education:

• Bachelors Degree (BA/BS) : Engineering, Business or related field

Work Experience:

• 15 years or more Progressive experience in commercial operations, business transformation, or process excellence

Specialized Knowledge:

• Progressive experience in commercial operations, business transformation, or process excellence
• Demonstrated track record leading enterprise-scale digital and process transformation programs
• Proven experience as the business sponsor or business owner of major commercial technology platforms (ERP, CPQ, eCommerce, WMS, CRM, analytics)
• Strong fluency with AI, automation, and emerging digital capabilities — and the ability to translate them into business value
• Familiarity with regulatory and compliance requirements in the pharmaceutical industry (FDA, GxP)
• Experience working with C-Suite and Board-level executives
• Excellent analytical and problem-solving abilities with a data-driven approach to decision-making
• Exceptional communication and influence skills across business, technical, and executive audiences
• Decisive, organized, and able to prioritize and lead multiple parallel transformation initiatives.
• Entrepreneurial mindset — collaborative team player with the assertiveness to drive outcomes