Associate Director, Omnichannel Orchestration Global Capability Owner

Role: Associate Director, Global Capability Owner for Omnichannel Orchestration within Global Customer Experience Operations, leading strategic development and implementation of customer journey orchestration capabilities. Responsibilities: define and evolve the capability strategy and roadmap, align solutions with business needs, collaborate with stakeholders across marketing, technical teams, and vendors, and ensure scalable, personalized omnichannel engagement. Drive discovery, design, delivery, and continuous improvement of orchestration platforms, including decision logic, rules, and personalization. Requirements: Bachelor's degree in business, technology, or related field; 8+ years’ experience in pharmaceutical, healthcare, or regulated industries; proven capability management in digital customer engagement, CRM, or orchestration systems; expertise in capability frameworks, decisioning, data ecosystems, and Agile practices. Preferred: advanced degree (MBA), experience in rare or specialty disease brands, and capability operating models. High-Value: focus on enterprise customer journey orchestration, decision logic, and personalization in a regulated biopharma environment, supporting multichannel marketing and customer engagement strategies. Collaboration: work closely with global stakeholders, activation teams, tech leads, and vendors to deliver measurable impact. WorkSetup: travel 20-30%, hybrid or flexible arrangements.