Manager, Customer Engagement Operations

Role Summary

Manager, Customer Engagement Operations will primarily focus on Ad Boards & Consulting Engagements. This person will support the planning, coordination, and execution of advisory board and consulting engagements across the organization. This role helps build and maintain processes, ensures compliance with internal policies, and partners closely with cross functional teams and external vendors.

Responsibilities

• Operational Support & Process Management
  • Support the end‑to‑end process for advisory board and consulting engagements (planning, logistics, documentation, close‑out).
  • Maintain and update SOPs, templates, and process documentation, ensuring workflows stay accurate and compliant.
  • Partner with cross‑functional teams to ensure timely reviews, approvals, and information flow.
• Innovation & Efficiency
  • Contribute to process improvements that streamline operations and enhance efficiency.
  • Identify areas where new tools, templates, or workflows could improve quality or reduce turnaround times.
• Cross‑Functional Collaboration
  • Work closely with Marketing, Medical, Compliance, Legal, Procurement, Finance, and IT partners to support accurate and compliant execution.
  • Communicate clearly and confidently with internal and external stakeholders, distilling operational details into simple, actionable updates.
• Vendor & Partner Coordination
  • Support day‑to‑day coordination with external vendors (logistics, med‑comms, production partners).
  • Ensure vendors follow established compliance requirements and provide accurate documentation.
• Financial & Documentation Management
  • Assist with backend financial processes, including work orders, purchase orders, invoicing, and accrual tracking.
  • Maintain complete and audit‑ready documentation across all engagements.
• Compliance & Policy Adherence
  • Operate within a compliance‑heavy framework; learn and apply policies related to HCP interactions, FMV, transfer‑of‑value, and documentation standards.
  • Flag issues early and uphold strict adherence to internal and external regulations.

Qualifications

• Basic Qualifications
  • 6+ Years with BS/BA OR
  • 4+ Years with MS/MA
• Preferred Qualifications
  • 6+ years of experience in pharmaceuticals, healthcare, consulting, operations, project management, or a similar regulated environment.
  • Strong organizational, planning, and project management skills.
  • Excellent written and verbal communication; able to deliver clear, concise messaging.
  • Experience working with cross‑functional teams and/or external vendors.
  • Comfortable managing multiple tasks, timelines, and details with accuracy.
  • Financial process exposure (POs, invoices, accruals) is a plus.
  • Detail‑oriented and comfortable navigating compliance‑driven processes.
  • Strong communicator with the ability to simplify complex information.
  • Proactive problem solver with curiosity for improving workflows.
  • Collaborative teammate who builds trust and works well in a matrixed environment.
  • Adaptable learner who can quickly absorb new systems, policies, and processes.

Education