Director, Customer Operations

Company: Alexion
Location: New Haven
Posted on: March 20, 2023

Job Description:

Career Opportunities: Director, Customer Operations (30682) Requisition ID -30682 -- -Posted -01/30/2023 -- - Country (Multi Selection) (1) -- - City (Multi Selection) (1) -- -Commercial Operations Some opportunities happen only once in a lifetime - like a job where you have the chance -to change lives. At Alexion, people living with rare and devastating diseases are our Guiding Star. We are driven to continuously innovate and create meaningful value in all we do to help patients and families fully live their best lives. We value the uniqueness and diversity of our employees and recognize that nurturing the diverse perspectives and strengths of our people translates into innovative breakthroughs for patients. This is what you will do: This is a key position within the Supply Chain team and the US Customer Operations team in Alexion. The candidate will be responsible to ensuring full transparency to customer demand for the US market. The Director, US Customer Operations will work to ensure appropriate resources are allocated to support 100% of customer sales order demand, related customer engagement plus lead customer experience strategic initiatives for the region. This role will have direct responsibility for all customer operational engagement within the US region, driving performance and ensuring strong value-add relationship with each of the Alexion RDU stakeholders. This role involves leading a team of professionals, providing clear direction, a clear strategy, and the necessary support for the entire team to be successful. Key to the success of this role will be leading a team that captures, articulates customer experience & insights, shares Supply Chain strategy and builds solutions that will support Alexion RDU customer now and into the future. You will be responsible for:

• Provide strong leadership, guidance, and development on all aspects of a highly functioning US Customer Operations Team .
• Collaborate and support executive director in establishing short and long term strategic objectives with minimal direction
• Support and drive deliverables relating to current review of US Customer Operations processes
• Provide, develop & drive strategic service insights for global supply chain sustaining and development offerings
• Ensure compliance in all that the team does, partnering with internal audit, product safety, compliance, regulatory and quality functions.
• Build strong relationships with internal colleagues including market access, SALs, FRMs as well as case management and SC functions.
• Formulate, communicate, and track execution of tactical business plans.
• Drive the development and execution of detailed project plans for department and cross functional initiatives. -
• Partner with Global Customer Operations and manage on-going requirements for department management KPI dashboard. -
• Participate in and complete required departmental and corporate training for self and team.
• Foster employee development and growth within Alexion.
• Identify continuous improvement opportunities. -
• Oversee on call activities to ensure 24/7/365 coverage across the country. -
• Provide guidance on complex shipment(s). -
• Drive the necessary actions to ensure successful launch of new products, line, or market extensions You will need to have: The preferred candidate should have extensive experience in strategic and customer operations with a global supply chain network and a demonstrated ability to effectively drive and manage change. Strong cross-functional teamwork experience, implementation management and understands the challenges in the US market. Is a proven business process and solutions-oriented leader who can provide strong leadership in a fast paced, continuous changing environment and growing organization. Has strong verbal and written communication skills, is a team player and drives for results. We would prefer for you to have:
  • Bachelors or advanced degree
  • 6-12 years of experience in pharmaceuticals or related healthcare, preferably in Customer operations, trade relations, project management, change management or operational excellence.
  • Understanding of CRM tools and SAP is helpful
  • Strong communication and negotiation skills
  • Ability to handle sensitive issues with opposing opinions, work in cross functional environment.
  • Excellent negotiator and team player with the ability to manage multiple tasks simultaneously
  • Experiance in telephony systems and call management #LI-SS1 Alexion -is a global biopharmaceutical company focused on serving patients and families affected by rare diseases and devastating conditions through the discovery, development and commercialization of life-changing medicines. Headquartered in Boston, Massachusetts, Alexion has offices around the globe and serves patients in more than 50 countries. Further -information about Alexion can be found at: - www.alexion.com . Alexion is proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to fostering a culture of belonging where every single person can belong because of their uniqueness. The Company will not make decisions about employment, training, compensation, promotion, and other terms and conditions of employment based on race, color, religion, creed or lack -thereof, sex, sexual -orientation, age, ancestry, national origin, ethnicity, citizenship status, marital status, -pregnancy, (including childbirth, breastfeeding, or related medical conditions), parental status (including adoption or surrogacy), military status, protected veteran status, disability, medical condition, gender identity or expression, genetic information, mental illness or other characteristics protected by law. Alexion has taken critical steps to protect colleagues, loved ones, and patients from COVID-19 and its variants. All US-based employees must comply with Alexion's COVID-19 vaccination mandate. Alexion provides exceptions based on applicable state law as well as reasonable accommodations to meet the needs of candidates and employees. To begin an -interactive dialogue with Alexion regarding a legally required exemption or accommodation, please contact accommodations@Alexion.com . - Alexion participates in E-Verify. As a leading employer in our industry, Alexion offers a highly competitive package of base and incentive compensation as well as a comprehensive benefits program designed to support the health, wellness and financial security of our employees and their families. Benefits include group medical, vision and dental coverage, group and supplemental life insurance, 401(k) with company match, tuition reimbursement, and much more. AstraZeneca completed its acquisition of Alexion, marking the creation of Alexion, AstraZeneca Rare Disease. If you're interested in career opportunities with AstraZeneca, click - here .

Keywords: Alexion, New Haven , Director, Customer Operations, Executive , New Haven, Connecticut