Customer Experience & Capabilities Project Senior Manager

ROLE SUMMARY

The Customer Experience and Capabilities Operations Manager is accountable for establishing and managing end-to-end governance and seamless execution of transformation initiatives across the Americas Customer Solutions and Capabilities team. They will support the facilitation and execution of the T3 leadership ecosystem, working in close collaboration with, and reporting directly to, the GSC Regional Lead, NA.

Core responsibilities include:

• IMEx and Operational Excellence
• Communications and Engagement
• Strategic Projects and Capabilities
• Transformation Initiatives

This role is highly dynamic and requires agility, a positive mindset, and excellent communication skills interfacing with all levels in the regional organization.

ROLE RESPONSIBILITIES

IMEx and Operational Excellence:

• Interprets strategy to establish business priorities that support and help to set long-term direction and strategy for the GSC Americas NA Team.
• As directed by our IMEX program, ensure execution of our Leadership ecosystem and Leader Std work at the T3.
• Plan and facilitate all T3 meetings (weekly/ biweekly/ monthly) and orchestrate the VM and CI loop via proactive management through the DOC (Digital Ops Centre). Follow up on actions and ensure full deployment and maintenance of the DOC.
• Represent Americas Customer Solutions and Capabilities global T4 and T3 workstreams to share learnings and leverage global best practices.

Communications and Engagement:

• Leverages a variety of communication tools and techniques to help colleagues understand how their work aligns to business priorities. Presents business issues across GSC Americas NA.
• Contributes to an open communication environment to ensure the knowledge and expertise of GSC Americas NA resources are leveraged.
• Execute an innovative communications strategy and support recognition, engagement, and cultural initiatives, ensuring full participation and inclusion of all colleagues.
• Drive engagement through all channels – Viva engage, Teams, email, others – capturing key events and supporting DEI goals.
• Design and facilitate major team events including Forums and Annual meetings with relevant colleagues’ teams.
• Develop an external communication strategy for Customer Solutions and Capabilities initiatives. Support the AMER Customer Solutions and Capabilities Lead and other team members in various external engagements (industry associations etc.).

Strategic Projects and Capabilities:

• Partners with the GSC Americas Customer Experience and Solutions leadership to accomplish GSC NA objectives.
• Supports the GSC NA market teams in developing capabilities for customers as well as help prepare for strategic external engagements.
• Provide project management and execution support on select T3 and T4 initiatives.
• Partner with EMEA and APAC peers to unlock competitive advantage from and align these GSC programs with commercial and customer goals.

Transformation Initiatives:

• Anticipates and manages change that has a substantial impact in GSC NA; prepares group for change.
• Influences senior management decisions that have an impact on business direction within GSC NA.
• Will be required as needed to be included in selected projects that support the team and region and/or require deployment, development, and communication in the region.
• Partner with Commercial teams to unlock competitive advantage from Customer Solutions and Capabilities and align the GSC programs with Commercial goals.

BASIC QUALIFICATIONS

• 6+ years of experience with a BA/BS or 5+ years of experience with an MBA/MA, or 1+ years with a PhD/JJ within Pharmaceutical industry with good understanding of industry and supply chain.
• Global supply chain experience required.
• Deep knowledge of IMEx/Problem solving techniques.
• Ability to work with multiple levels in the organization and across geographies in projects and virtual teams.
• Organizational skills and structure in managing teams and meeting management.
• Digital expertise in all std MS applications, use of Teams and other meeting tools, online surveys etc. Highly proficient in use of PPT. Seeks to innovate and use new ways of working to eliminate routine tasks.
• Communication expertise with strong ability to execute high quality written and verbal communication as well as excellent presentation skills.
• Project management experience / certification.
• Positive attitude, with ‘can do’ approach to work. Able to work autonomously and with the self-co