Senior Director, Customer Experience and Commercial Capabilities

Company Description

Statistics show that women and underrepresented groups tend to apply to jobs only if they meet 100% of the qualifications. Sobi encourages you to change that statistic and apply. Rarely do candidates meet 100% of the qualifications. We look forward to your application!

At Sobi, each person brings their unique talents to work as a team and make a difference. We are dedicated to developing and delivering innovative therapies to improve the lives of people who live with a rare disease. Our edge comes from our team of people and our commitment to patients.

Our mission and culture at Sobi North America get us excited to come to work every day, but here are a few more reasons to join our team:

• Competitive compensation for your work
• Generous time off policy
• Summer Fridays
• Opportunity to broaden your horizons by attending popular conferences
• Emphasis on work/life balance
• Collaborative and team-oriented environment
• Making a positive impact to help ultra-rare disease patients who are in need of life saving treatments

Job Description

The Senior Director, Customer Experience and Commercial Capabilities will play a pivotal role in shaping the future of how our organization engages with customers across North America. Reporting to the Vice President, Customer Experience, Insights & Operations, this leader will advance the company’s commitment to delivering world-class customer experiences and harnessing the power of AI to transform how we work. By unifying strategy, data, technology, AI, and marketing, this role will accelerate our ability to deliver seamless, personalized, and impactful experiences for customers—and measurable results for the business. The Senior Director will lead a high performing, cross-functional team and serve as a strategic partner to brand and functional leaders to scale capabilities, enhance performance, and unlock new opportunities for growth. This is a unique opportunity to lead a team at the forefront of biotech’s evolution—where customer experience and artificial intelligence converge to drive innovation, agility, and meaningful impact for patients and the organization.

This is a hybrid position. Candidates located within commuting distance of our Waltham, MA office are preferred.

Key Responsibilities:

• Strategic Leadership
  • Develop and execute an enterprise Customer Experience (CX) strategy that spans therapeutic areas and integrates omnichannel engagement, data science, and AI-driven insights.
  • Partner with brand, field, medical, and market access teams to align CX strategies with business objectives and launch goals.
  • Champion innovation by identifying emerging technologies, data partnerships, and digital opportunities that enhance customer engagement and commercial effectiveness.
• Functional Leadership
  • Lead and unify the following functions:
    • Omnichannel Center of Excellence – strategy, journey design, orchestration, and enablement.
    • Digital Measurement & Performance – measurement frameworks, dashboards, KPIs, and ROI analysis.
    • AI Strategy & Enablement – governance, education, and application of generative and predictive AI.
• Execution & Partnership
  • Serve as a strategic advisor and subject-matter expert to brand and cross-functional teams, ensuring advanced capabilities are embedded into commercial plans and execution.
  • Oversee CX implementation across launch brands, ensuring agile execution, alignment with field strategy, and measurable impact.
  • Manage executive agency relationships (media, digital) to drive innovation, efficiency, and consistent execution across brands.
• Team Leadership
  • Lead, inspire, and develop a diverse team of experts, fostering a culture of innovation, collaboration, and accountability.
  • Establish clear goals and performance metrics, champion professional development, and create pathways for career growth.
• Enterprise Enablement
  • Advance Sobi’s enterprise CX strategy—right-sizing frameworks, tools, and processes to align with Sobi-specific needs.
  • Build scalable governance and operating models that leverage speed, agility, and cross-functional collaboration

Qualifications

Personal Attributes:

• Ability to be a strategic business partner - Demonstrates a deep understanding of how AI can drive business transformation and effectively partners with leaders across functions to deliver impact
• Comfortable navigating uncertainty, with the ability to develop clear, actionable plans and solutions in dynamic, fast paced environments
• Excellent interpersonal, oral and written communication skills, confident executive presence; capable of engaging and in