Position Overview
We are seeking a highly skilled Director to join the Trade and Distribution Operations team This individual will be responsible for Returns, Systems, and DSCSA Compliance to lead strategy and ensure compliance within operations. The Director of Trade & Distribution Operations has overall responsibility for US Pharma & ViiV order management revenue cycle system support (ie. SAP, EDI interfaces), Trade Returns Management and all commercial aspects of the Federal Drug Supply Chain Security Act (DSCSA) requirements for US Pharma.   As a member of the Trade & Distribution Operations Leadership Team, this position has 3 direct reports, 2 indirect reports, and oversight of vendor resources. Key responsibilities include ensuring timely and accurate revenue cycle processes with proper control framework, developing Returns policies, and ensuring compliance with Authorized Trading Partner requirements. This strategic role demands strong leadership skills, an understanding of DSCSA regulations, and expertise in optimizing systems for efficiency and compliance.

Key Responsibilities

• Develop and maintain the Revenue Cycle System Roadmap for returns, order processing, and customer operations ensuring policy execution and trade strategy alignment.
• Collaborate with wholesalers, distributors, and logistics providers to integrate DSCSA compliance and return processing into operations.
• Manage relationships with external partners to ensure alignment with DSCSA and effective returns management.
• Oversee systems supporting order management, customer operations/call center, product tracking, returns, serialization, and compliance.
• Lead the development and execution of product returns policies, focusing on operational efficiency and regulatory compliance. 
• Partner closely with key stakeholders such as Supply Chain, Customer Operations/Service Center, Contract Operations, Finance, Tech, Business Units, Government Pricing, Trade Strategy, Enterprise Accounts, Legal and Compliance to ensure process and policy compliance and efficiency.
• Analyze data to identify trends and areas for improvement in product returns.
• Manage Return Vendor relationships, ensuring compliance with SLAs and conducting performance reviews/QBRs.
• Serve as a subject matter expert on DSCSA regulations, ensuring compliance with federal, state, and international regulations for product serialization and traceability.
• Monitor regulatory changes and update internal processes accordingly.
• Implement process improvements to enhance efficiency and cost-effectiveness in returns operations.
• Collaborate with IT teams to drive digital transformation and enhance system capabilities for returns management.
• Track key performance indicators (KPIs) to assess the success of returns and order management processes.
• Regularly report to senior leadership on operational status, successes, and areas for improvement.
• Lead, coach, and develop a team of 5 members, aligning resource plans with business continuity.
• Represent the company in industry workgroups and influence stakeholders on compliance and operational strategies.
• Engage internal stakeholders to ensure alignment with operational goals.

Why You?

Basic Qualifications & Skills

• Bachelor’s Degree in a related discipline.
• 5+ years of relevant experience in the pharmaceutical industry or operations.
• Minimum of 3 years’ experience leading a team.
• Advanced reporting and analytical skills.
• Strong analytical capabilities with a focus on process improvement.
• Minimum of 3 years’ experience leveraging system enhancements and technology to drive business process improvements.

Preferred Qualifications

• MBA or relevant advanced degree.
• Understanding of DSCSA requirements.
• Knowledge of SAP and Electronic Data Exchange documents (EDI), particularly EDI 856 ASN and EPCIS.
• Experience in vendor management.
• Demonstrated success to drive compliance and continuous improvement to established process and procedures.
• Detail-oriented, with adherence to procedures/policies in a regulated environment.
• Ability to thrive in a dynamic team setting with competing priorities.
• Excellent communication and leadership skills to engage cross-functional teams.
• Experience with matrix stakeholders.
• Ability to navigate tech organizations with onshore and offshore resources.
• Skill in translating complex information into actionable business processes.

#LI-GSK

Please visit  GSK US Benefits Summary to learn more about the comprehensive benefits program GSK offers US employees.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

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