Consumer Experience Operations Lead

Job title: Consumer Experience Operations Lead

Location: Cambridge, MA   Morristown, NJ

About the Job 

At Sanofi, we’re committed to providing the next-gen healthcare that patients and customers need. It’s about harnessing data insights and leveraging AI responsibly to search deeper and solve sooner than ever before. Join our CX Operations Team as an Operations Lead and help make it happen. Your job? Lead the operational management of the team creating exceptional user experiences and global product design, fostering a user-centered culture while collaborating with cross-functional teams to deliver world class products effectively. 

The Consumer Experience (CX) Operations Lead is a detail-oriented self-starter who is skilled and experienced in collaborating with product teams to deliver seamless execution and creative excellence within a fast-paced, agile based environment. You are responsible and accountable for the efficient, effective scoping, estimating and management of all Consumer Experience team deliverables including research, strategy, design and content for complex programs within Sanofi.   

You lead overall CX program execution to drive cross-team communication and proactively remove obstacles or blockers that may get in the way of delivery. This role focuses on delivery planning, execution, resource management/allocations, budget management, change management and being the central hub to drive the CX program team forward. Additionally, the CX Operations Lead is focused on operational processes including executing/managing external vendor agreements, team templates, asset organization and iterative recommendation/implementation changes to team methods and frameworks.  

Main Responsibilities: 

• Effectively summarize and communicate project status to a wide variety of stakeholders. Disseminate detailed information effectively and efficiently.  

• Ensure that dependent business unit schedules are known and identified in advance to all participants (who needs to launch what when and what is required for that effort).  

• Facilitate the definition of CX approach, program scope, program planning, resource/budget estimates and deliverables.  

• Strong technical, process analysis, documentation and mapping skills.   

• Proven problem solver with expert knowledge of CX and Design workflow best practices  

• Unflappable, with the ability to bring a sense of calm assurance to high-energy interactions  

• Excellent interpersonal, leadership, listening, and communication skills: Ability to negotiate a complex organizational structure and drive consensus across stakeholders.  

• Ability to construct workable solutions when presented with multiple and, often, conflicting points of view  

• Experience with agile development and tactical skills such as spreadsheet, word processing, presentation, and electronic workflow software, a must   

• Anticipate issues and risks associated with project implementation and work with functional management to develop strategies to resolve issues and mitigate risks.   

• Manage multiple projects, tasks, priorities, and internal expectations.  

• Implement and maintain a collaborative team environment involving different functional capability areas.  

• Work in concert with functional teams, identify and work to implement necessary process adaptations.  

• Work with digital product owners to ensure that technical schedules for the program are integrated to the degree that dependencies are identified and resolved in advance.  

• Proficiency in project management and coll