Director, Customer Engagement

Role: Lead customer support strategy and operations for CSL’s vaccine business, focusing on enhancing customer engagement, operational excellence, and digital transformation within a highly regulated healthcare environment. Responsibilities: develop and improve customer support strategies, establish service standards, monitor KPIs, drive process efficiency, and lead cross-functional initiatives with Commercial Operations, Finance, Technology, and Compliance. Manage budgets, resource planning, and organizational development, fostering a high-performing, inclusive team. Lead digital enablement efforts, including automation and system enhancements, to improve customer interactions and operational metrics. Ensure compliance with regulatory standards, support risk mitigation, and provide strategic insights to senior leadership. Qualifications: Bachelor’s degree in Life Sciences, Business, or related field; 10+ years in healthcare with 8+ years in pharmaceutical or biotech leadership roles. Experience in highly regulated industries, customer experience improvement, operational excellence, and digital initiatives; vaccine or biologics experience preferred. Skills: strong leadership, strategic thinking, communication, problem-solving, and knowledge of pharma regulations. High-value specifics: vaccine/biologics focus, regulated environment, digital transformation, cross-functional collaboration, and domestic travel. Work setup: hybrid onsite/remote.