Senior Manager, Customer Engagement Operations -- Technology & Systems

The Senior Manager, Customer Engagement Operations -- Technology & Systems will report to the Associate Director, Customer Engagement Operations. The role will ensure effective daily management of the technologies and systems used for delivering customer programs and engagement activity. A keen understanding of the compliance landscape will be needed. This person will be a strong collaborator and communicator, a proactive team-player with the turn complex system workflows into understandable processes and procedures. This role is on-site in Foster City, CA (hybrid schedule).

Technology & Systems Operations:  

• Oversee the daily tactical technology operations and associated systems to support our US Customer Engagements across various engagement types (Veeva and Salesforce based products) with a keen focus on compliance  

• Co-ordinate across the matrix to ensure smooth technology execution for all parties – with fit for purpose solutions  

• Contribute to a culture of continuous improvement around system optimization, automation and how technology supports wider team objectives  

• Make recommendations to Associate Director for potential improvements/changes for consideration 

• Partners with Data Operations team members on data reporting, management and integrity to ensure cohesive e2e data workflows  

• Works cross-functionally to ensure technology meets organizational needs – IT, Legal, Compliance  

• Maintain and update SOPs, working processes and documentation for operational systems  

Field Support & Management:  

• Act as primary point of contact for field-based contacts 

• Owns, evolves and optimizes tools and materials which support effective technology & system utilization for all user groups  

• Track incoming Field Team feedback and make recommendations for continuous improvement and optimizations.  

• Actively seek out feedback and input from field to support day to day activities and collaboration  

Agency Coordination  

• Act as Primary Point of contact for all marketing agency requirements and questions around technology and systems supporting Customer Engagement Operations  

• Ensure open channels of communication and proactive planning throughout year to provide smooth operational execution and collaboration 

General   

• Demonstrate the ability to work proactively with the wider Customer Engagement Operations team to share updates on areas of responsibility, gain feedback on relevant matters and proactively manage that relevant feedback into tangible actions plans and outputs within work stream  

• Understand and have a working knowledge of Gilead therapeutic areas 

Basic Qualifications:

Bachelor's Degree and Eight Years’ Experience

OR

Masters' Degree and Six Years’ Experience

Preferred Qualifications: 

• Strong working knowledge of relevant software systems (e.g. Office Suite, web-based databases, etc.) is required 

• Strong communication and analytical skills are required 

• Must have strong verbal, written, and interpersonal skills  

• Written communication – writes clearly and informatively in email communications, memos, and training materials 

• Planning and organization – able to prioritize activities and workload, taking a systematic approach to addressing issues 

• Ability to partner with field to address technical concerns or issues 

• Effective decision making and problem-solving skills. 

• Able to work collaboratively in a team structure is required. 

• Critical thinking and analysis skills are required. 

• Excellent customer service skills required. 

People Leader Accountabilities

• Create Inclusion - knowing the business value of diverse teams, modelling inclusion and embedding the value of diversity in the way they manage their teams.

• Develop Talent - understand the skills, experience, aspirations and potential of their employees and coach them on current performance and future potential. They ensure employees are receiving the feedback and insight needed to grow, develop and realize their purpose.

• Empower Teams - connect the team to the organization by aligning goals, purpose, organizational objectives and holding to account. They provide the support needed to remove barriers and connect their team to the broader ecosystem.