Director - Omni Content Operations

Job Title: Director - Omni Content Operations

Career Level -F

AstraZeneca is a global, science-led biopharmaceutical company headquartered in Cambridge UK. AZ Global and in market commercial teams receive support for sales and marketing activities via centralized capabilities in Digital content, campaign management, business analytics and other commercial excellence activities. Global Commercial Operations (GCO) provides these services as part of the Global Business Services (GBS) function to over 60 countries.

At AstraZeneca our commercial sales and marketing organisation is adapting the focus on traditional sales channels to a more integrated Omnichannel approach. Part of our Growth Through Innovation (GTI) enterprise priorities. It will help us advance capabilities, redefine a customer-centric-focused way of working, provide a differentiated customer experience using Omnichannel and importantly be a lever to increase share of voice (SOV) through Digital, a measure correlated to our revenue.

It is imperative that we continue to focus on optimizing our omnichannel delivery model that improves our ways of working to reduce bottlenecks that impact campaign timelines, quickly scale best practices for the benefit of all our Brand teams, and to continually refine our approaches based on solid data, thus improving customer outcomes and the efficiency of our work. GBS Commercial Operations will be accountable to manage the services and operational delivery of content and omnichannel campaigns for all business units.

The primary role of this position is to lead the team and work to ensure the success of service delivery of omnichannel content by driving relevant projects & operations. This function requires strong leadership and ability to collaborate across the organisation within business services and regional in-market teams.

The Director: Omni. Content Operations will ensure that services are delivered to meet the overall vision and direction of the service lines, ensuring all performance levels are met or exceeded, while inspiring, motivating, and engaging their team fulfilling AstraZeneca’s vision of creating a great place to work for all our employees. This person will look to develop their employees, creating an outstanding level of quality and performance across their service areas. High accountability and result orientation are critical, while also demonstrating the ability to use several different leadership styles as appropriate to achieve both a strong and a highly engaged team.

The selected person will be responsible for leading continuous improvement projects for the tower and freeing up of time to support GBS objectives. The person will also lead on expansion and explore cases relevant to the service.

This role involves managing the delivery operations of three disparate service areas, supporting different regions and business units across the globe.

• Social Media Listening

Through Social Listening service, the team analyses the social media data to glean candid insights, understanding the emotions being projected by patients, HCPs across various platforms and even identify the key influential influencers.

• US Print Production

Enables the US market to produce high quality print assets with a fast turnaround and lesser cost.

• Search Engine optimization.

The team enables organic traffic to the brand websites through optimization tactics.

Core Job Responsibilities:

• Run operations working with the regional Omni delivery teams.

• Manage relationships and coordinate work between different teams at different locations. Manage relationships with all stakeholders. Monitor their progress and adherence to the contract.

• Monitor and report on service delivery metrics and overall performance

• Manage service delivery functional teams and individual objectives, performance and development.

• Coordinating with different teams / stakeholders to ensure any major incidents are managed professionally

• Reporting on process improvements, team performance and agreed service levels

• Determine the project approach, staffing, responsibilities, and schedule.

• Foster collaboration and partnership between direct reports and partnering teams that must work together to delivery omnichannel campaigns. 

• Provide direction, guidance and support to direct reports aligned with both the goals and objectives of the business as well as the growth and development of the colleague. 

• Works across partnering GCO team leads and their respective teams as well as those from other shared service organizations to maximize collaboration and optimize the cost, quality, and speed of delivery.

• Demonstrates comprehensive understanding and application of all relevant policies, procedures and operational frameworks. Ensures GCO direct and indirect reports comply with all appropriate AZ Code of Conduct policies and procedures

• Drive collaboration, communication, and innovation between GCO towers and other Global functions

• Able to actively engage, inspire and create follower ship of diverse teams. Engenders trust, empowers team and has courageous conversations. Makes fair, impartial and informed talent decisions. Ability to assess and implement changes to team model including size & structure.

Knowledge, skills and experience:

Minimum

Education:

• Bachelor’s degree or above in relevant area

Experience: 

• A minimum of 12+ years of experience experience associated with supporting large organizations in a role associated with operations delivery 

• Knowledge of Omnichannel enabling technology platforms and how they are leveraged to enable various aspects of customer experience 

• Experience leading a cross-functional team of resources that work towards a common objective  

• Defining and/or delivering various elements of digital, multi-channel, or omnichannel marketing campaigns.

• Demonstrated leadership and coordination of resources to deliver in line with a single cohesive strategy

• Project Management including risk mitigation & planning associated with complex programs.

Skillsand Competencies:

• Energetic, self-motivated

• Excellent interpersonal, presentation, facilitation, and negotiating skills

• Demonstrated problem solving skills

• Collaborative

• Critical thinking

• Lead/Influence without authority

• Complex project management experience

• Microsoft Office Proficiency.

Preferred

• Advanced Degree in a relevant field

• Knowledge or experience with Agile ways of working

• Understanding key concepts associated with Content, Email Delivery and Automation, Website Assembly, and/or Digital Media optimization

• Experience serving in Commercial Operational function within a Healthcare/Pharmaceutical company. 

• Knowledge or understanding of the following tools:

  • JIRA

  • Adobe Experience Manager

  • Adobe Creative Suite

  • Adobe Target

  • Veeva

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.