Commercial - Associate Director, Omnichannel Operations (Medical Affairs & Globa

Associate Director, Omnichannel Operations (Medical Affairs & Global Rare)

Duration: 6+ Months with Possible Extension
Location: Cambridge MA 02147
Schedule: Hybrid preferred; open to fully remote/virtual for the right candidate
Department: Global Omnichannel Team under Customer Experience & Innovation
Hours: 40 hours/week
Interview Process and Stages: 1. 30-minute interview with manager 2. 45-minute team interview
Overview: The Associate Director, Omnichannel Operations is responsible for hands-on execution and day-to-day operational delivery of omnichannel tactics in support of Medical Affairs and the Global Rare Business Unit (GRBU). This role ensures that approved omnichannel tactics are implemented accurately, launched on time, and executed consistently across channels. Working closely with Medical, Rare, CXI platform teams, IT, Analytics, and external partners, the Associate Director translates plans into live execution and resolves issues as they arise. The role is U.S.-focused in delivery, with a strong orientation toward reuse and scalability. Execution models, workflows, and learnings from Medical and Rare will be designed so they can be applied consistently across other therapeutic areas and regions over time.
Team Structure / Role Fit: Role sits within the Global Omnichannel team supporting Customer Experience & Innovation initiatives.
Key Responsibilities

Hands-On Omnichannel Execution
Execute and support omnichannel campaigns across Medical Affairs and GRBU, including email, web, and field-enabled journeys.
Coordinate post-MLR implementation of approved content, ensuring correct representation, sequencing, and channel deployment.
Support campaign setup activities across platforms in partnership with CXI Content and Engagement Platform teams.
Operational Readiness and Go-Live Support
Manage readiness checks to confirm data, content, platform configuration, and dependencies are in place prior to launch.
Coordinate UAT, QA, and final go-live activities with internal teams and agency partners.
Serve as the day-to-day operational point of contact during campaign launch windows.
Monitoring, Troubleshooting, and Issue Resolution
Monitor live execution to identify issues related to configuration, sequencing, data, or platform behavior.
Troubleshoot execution issues in partnership with IT and platform owners, escalating appropriately while maintaining forward momentum.
Track and resolve recurring issues, feeding learnings back into playbooks and workflows.
Operational Discipline and Standards
Apply and reinforce omnichannel operating standards, playbooks, and QA requirements defined by the Omnichannel Operations function.
Ensure execution adheres to privacy, consent, accessibility, and governance requirements.
Maintain clear documentation of execution steps, issues, and resolutions.
Cross-Functional and External Partnership
Partner closely with Medical, Rare, CXI platform teams, Analytics, and IT to ensure smooth execution across functions.
Coordinate with external agencies and managed-service partners to ensure delivery meets quality and timing expectations.
Hold partners accountable to agreed workflows, standards, and service levels.
Scalability and Continuous Improvement
Capture execution learnings and best practices from Medical and Rare use cases.
Contribute to refining omnichannel playbooks and execution models that can scale beyond initial scope.
Support the Director in identifying opportunities to simplify, standardize, and automate execution over time.
Expected Partnerships & Interfaces
Medical Affairs & Global Rare Teams: Campaign planning, execution alignment, and issue resolution.
Director, Omnichannel Operations: Execution priorities, escalation, and continuous improvement.
CXI Platform Leads (Content & Engagement): Asset readiness, configuration standards, and platform capacity.
IT / Strategic Technology: Issue resolution, release coordination, and incident support.
Analytics & Data Strategy: Measurement setup and post-launch insights.
External Agencies & Vendors: Execution delivery, QA, and adherence to standards.
Qualifications
Bachelor's degree in a relevant field; advanced degree a plus.
710+ years of experience in omnichannel, digital, or marketing operations within pharma, biotech, or another regulated environment.
Proven experience supporting hands-on execution of multi-channel campaigns.
Working knowledge of CRM, CMS, and related MarTech platforms and how they connect in execution.
Experience coordinating QA, UAT, and launch activities across internal and external teams.
Strong understanding of privacy, consent, and accessibility requirements in execution (GDPR, HIPAA, WCAG).
Comfortable troubleshooting issues and operating in fast-moving execution windows.
Strong organizational and communication skills in highly matrixed environments.
Background in Medical Affairs or Rare Disease marketing is a strong plus.
Day-to-Day Responsibilities
Serve as the omnichannel point of contact for a business unit
Partner strategically with stakeholders across teams
Translate business opportunities into actionable omnichannel initiatives
Coordinate execution across internal teams and platform owners
Ensure successful pull-through and execution of omnichannel campaigns and initiatives
Balance both strategic partnership and operational execution responsibilities
Ideal Candidate Profile
Manager emphasized that the candidate should understand how platforms function operationally and be able to collaborate effectively with platform owners.
Example provided: partnering with a Salesforce Marketing Cloud owner to develop and execute email journey strategies aligned with business goals.
Required Experience
710 years of omnichannel experience preferred
Open to candidates with 20+ years of experience depending on fit and if they are aligned with rate
Strong background in omnichannel marketing and digital marketing
Experience with marketing technology implementations
Experience working cross-functionally with multiple stakeholders
Strong organizational and communication skills
Ability to act as a subject matter expert in omnichannel operations
Technical/Platform Knowledge
General understanding of systems is required, though deep platform ownership expertise is not necessary.
Platforms mentioned:
Salesforce Marketing Cloud
CRM systems
Veeva
Education:
Min. Bachelor's degree required

won't accept below Bachelor
Open to candidates with a Master's degree
Why TalentBurst?
At TalentBurst, we deliver more than talent, we deliver outcomes. We partner with you to move quickly and connect you to opportunities aligned with your skills and long term growth.
Backed by precision, transparency, and results, we connect top talent with leading organizations through trusted partnerships.
We offer competitive compensation and comprehensive benefits, including medical, dental, vision, and retirement options.
TalentBurst is an equal opportunity employer committed to an inclusive and diverse workforce.