Associate Director Customer Experience and Systems Solutions
Gilead Sciences, Inc., Santa Monica, California, United States, 90403
Associate Director, Customer Experience and Sales Force Effectiveness
Job Description
We’re here for one reason and one reason only – to cure cancer. Every moment is dedicated to developing treatments and every action moves us one step closer to our goal. We’ve made incredible scientific breakthroughs and our pioneering personalized CAR T-cell therapies have changed the paradigm. But we're not finished yet.
Join Kite, as we make even bigger advances in cancer therapies, and help shape where our business and medical science goes next.
We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Kite and help create more tomorrows.
The
Associate Director, Customer Experience and Sales Force Effectiveness
will be responsible for supporting the design, readiness, and deployment of enterprise systems (particularly Kite Konnect) in support of launch activities for markets in the International Region (30-40% of responsibility).
The individual will also partner with regional and local commercial operations and sales directors to enhance, develop, and implement sales force reporting, KPIs, and analysis to boost performance and make informed engagement decisions (60-70% of responsibility).
The role is based
on site in Santa Monica - CA
and will report to Kite’s International Region Commercial Ops and I&A Lead.
Customer Experience responsibilities will include, but are not limited to, the following:
Acts as the primary regional operations lead for Kite Konnect, working in close partnership with global product and technical teams to ensure fit and adoption across International markets. Represents International region on key global programs and launch projects.
Facilitate alignment with local affiliate cross-functional teams, global product management CMEs, and key vendor partners to adapt the product to regional-specific workflows, regulations, and healthcare providers acting as the voice of the customer
Owns end-user enablement, training, system data quality and defining measurable KPIs towards increasing external engagement and accelerate innovation
Sales Force Effectiveness responsibilities will include, but are not limited to, the following:
Support the development of business frameworks and related analytical processes based on the needs of the sales, marketing, and commercial operations organization.
Partners with cross-functional stakeholders to optimize sales force and marketing performance and determine business requirements to optimize sales force effectiveness
Define, implement, and monitor productivity indicators (KPIs) used to measure performance and efficiency
Additional Required Skills:
Proficiency in MS Office Suite, Tableau or other data visualization software, SQL, AI Integration, and understanding of statistical analysis such as regression modeling
Background and/or solid appreciation for working in sales analytics (SFE and account) and Salesforce/Veeva platforms and data sets
Experience working with global partners and customers across different time zones and cultures, developing and integrating insights and platforms to international customers
Basic Qualifications: High School Degree and Fourteen Years’ Experience
OR
Associate’s degree and Twelve Years Experience
OR
Bachelor's Degree and Ten Years’ Experience
OR
Masters' Degree and Eight Years’ Experience
OR
PhD and Two Years’ Experience
Preferred Qualifications:
Bachelor’s Degree with 10 years of relevant experience in Customer Experience areas of the Pharmaceutical Industry
Demonstrated record of identifying issues, seeking solutions, and working both independently and collaboratively
Demonstrable command of written and spoken Japanese and English and proficiency at communicating verbally and in written form
Deep knowledge and understanding of Japan, the Japanese healthcare environment, and Japanese HCP customer requirements
Knowledge and understanding of other international markets in Latin America, Middle East and Asia, their healthcare environment, and HCP customer requirements
Efficient, organized, and able to handle short timelines in a fast-paced environment
Enterprise software implementation or technical consulting experience
Familiarity with Agile methodology
Salesforce platform certifications highly considered
Knowledge of the healthcare environment in other countries, particularly other east Asian countries
Proficiency in languages in addition to English
People Leader Accountabilities
Create Inclusion – knowing the business value of diverse teams, modeling inclusion, and embedding the value of diversity in the way they manage their teams.
Develop Talent – understand the skills, experience, aspirations, and potential of their employees and coach them on current performance and future potential. They ensure employees are receiving the feedback and insight needed to grow, develop, and realize their purpose.
Empower Teams – connect the team to the organization by aligning goals, purpose, and organizational objectives and holding them to account. They provide the support needed to remove barriers and connect their team to the broader ecosystem.
The salary range for this position is: $165,495.00 - $214,170.00. Kite considers a variety of factors when determining base compensation, including experience, qualifications, and geographic location. These considerations mean actual compensation will vary. This position may also be eligible for a discretionary annual bonus, discretionary stock-based long-term incentives (eligibility may vary based on role), paid time off, and a benefits package. Benefits include company-sponsored medical, dental, vision, and life insurance plans*.
For additional benefits information, visit: https://www.gilead.com/careers/compensation-benefits-and-wellbeing
* Eligible employees may participate in benefit plans, subject to the terms and conditions of the applicable plans.
For jobs in the United States: Kite Pharma is committed to providing equal employment opportunities to all employees and applicants for employment, and is dedicated to fostering an inclusive work environment comprised of diverse perspectives, backgrounds, and experiences. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, sex , age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact ApplicantAccommodations@gilead.com for assistance.
For more information about equal employment opportunity protections, please view the 'Know Your Rights' poster.
NOTICE: EMPLOYEE POLYGRAPH PROTECTION ACT
YOUR RIGHTS UNDER THE FAMILY AND MEDICAL LEAVE ACT
Kite Pharma will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, (c) consistent with the legal duty to furnish information; or (d) otherwise protected by law.
Our environment respects individual differences and recognizes each employee as an integral member of our company. Our workforce reflects these values and celebrates the individuals who make up our growing team.
Kite Pharma provides a work environment free of harassment and prohibited conduct. We promote and support individual differences and diversity of thoughts and opinion.
For Current Kite Pharma Employees and Contractors: Please apply via the Internal Career Opportunities portal in Workday.
#J-18808-Ljbffr
Join Kite, as we make even bigger advances in cancer therapies, and help shape where our business and medical science goes next.
We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Kite and help create more tomorrows.
The
Associate Director, Customer Experience and Sales Force Effectiveness
will be responsible for supporting the design, readiness, and deployment of enterprise systems (particularly Kite Konnect) in support of launch activities for markets in the International Region (30-40% of responsibility).
The individual will also partner with regional and local commercial operations and sales directors to enhance, develop, and implement sales force reporting, KPIs, and analysis to boost performance and make informed engagement decisions (60-70% of responsibility).
The role is based
on site in Santa Monica - CA
and will report to Kite’s International Region Commercial Ops and I&A Lead.
Customer Experience responsibilities will include, but are not limited to, the following:
Acts as the primary regional operations lead for Kite Konnect, working in close partnership with global product and technical teams to ensure fit and adoption across International markets. Represents International region on key global programs and launch projects.
Facilitate alignment with local affiliate cross-functional teams, global product management CMEs, and key vendor partners to adapt the product to regional-specific workflows, regulations, and healthcare providers acting as the voice of the customer
Owns end-user enablement, training, system data quality and defining measurable KPIs towards increasing external engagement and accelerate innovation
Sales Force Effectiveness responsibilities will include, but are not limited to, the following:
Support the development of business frameworks and related analytical processes based on the needs of the sales, marketing, and commercial operations organization.
Partners with cross-functional stakeholders to optimize sales force and marketing performance and determine business requirements to optimize sales force effectiveness
Define, implement, and monitor productivity indicators (KPIs) used to measure performance and efficiency
Additional Required Skills:
Proficiency in MS Office Suite, Tableau or other data visualization software, SQL, AI Integration, and understanding of statistical analysis such as regression modeling
Background and/or solid appreciation for working in sales analytics (SFE and account) and Salesforce/Veeva platforms and data sets
Experience working with global partners and customers across different time zones and cultures, developing and integrating insights and platforms to international customers
Basic Qualifications: High School Degree and Fourteen Years’ Experience
OR
Associate’s degree and Twelve Years Experience
OR
Bachelor's Degree and Ten Years’ Experience
OR
Masters' Degree and Eight Years’ Experience
OR
PhD and Two Years’ Experience
Preferred Qualifications:
Bachelor’s Degree with 10 years of relevant experience in Customer Experience areas of the Pharmaceutical Industry
Demonstrated record of identifying issues, seeking solutions, and working both independently and collaboratively
Demonstrable command of written and spoken Japanese and English and proficiency at communicating verbally and in written form
Deep knowledge and understanding of Japan, the Japanese healthcare environment, and Japanese HCP customer requirements
Knowledge and understanding of other international markets in Latin America, Middle East and Asia, their healthcare environment, and HCP customer requirements
Efficient, organized, and able to handle short timelines in a fast-paced environment
Enterprise software implementation or technical consulting experience
Familiarity with Agile methodology
Salesforce platform certifications highly considered
Knowledge of the healthcare environment in other countries, particularly other east Asian countries
Proficiency in languages in addition to English
People Leader Accountabilities
Create Inclusion – knowing the business value of diverse teams, modeling inclusion, and embedding the value of diversity in the way they manage their teams.
Develop Talent – understand the skills, experience, aspirations, and potential of their employees and coach them on current performance and future potential. They ensure employees are receiving the feedback and insight needed to grow, develop, and realize their purpose.
Empower Teams – connect the team to the organization by aligning goals, purpose, and organizational objectives and holding them to account. They provide the support needed to remove barriers and connect their team to the broader ecosystem.
The salary range for this position is: $165,495.00 - $214,170.00. Kite considers a variety of factors when determining base compensation, including experience, qualifications, and geographic location. These considerations mean actual compensation will vary. This position may also be eligible for a discretionary annual bonus, discretionary stock-based long-term incentives (eligibility may vary based on role), paid time off, and a benefits package. Benefits include company-sponsored medical, dental, vision, and life insurance plans*.
For additional benefits information, visit: https://www.gilead.com/careers/compensation-benefits-and-wellbeing
* Eligible employees may participate in benefit plans, subject to the terms and conditions of the applicable plans.
For jobs in the United States: Kite Pharma is committed to providing equal employment opportunities to all employees and applicants for employment, and is dedicated to fostering an inclusive work environment comprised of diverse perspectives, backgrounds, and experiences. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, sex , age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact ApplicantAccommodations@gilead.com for assistance.
For more information about equal employment opportunity protections, please view the 'Know Your Rights' poster.
NOTICE: EMPLOYEE POLYGRAPH PROTECTION ACT
YOUR RIGHTS UNDER THE FAMILY AND MEDICAL LEAVE ACT
Kite Pharma will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, (c) consistent with the legal duty to furnish information; or (d) otherwise protected by law.
Our environment respects individual differences and recognizes each employee as an integral member of our company. Our workforce reflects these values and celebrates the individuals who make up our growing team.
Kite Pharma provides a work environment free of harassment and prohibited conduct. We promote and support individual differences and diversity of thoughts and opinion.
For Current Kite Pharma Employees and Contractors: Please apply via the Internal Career Opportunities portal in Workday.
#J-18808-Ljbffr