AVP, Global Operations, Customer Engagement Lead

Job Description

Associate Vice President, Global Operations, Customer Engagement Lead plays a pivotal role in shaping how the company engages customers globally, enabling speed, consistency, and scale across markets. Reporting directly to the Senior Vice President, Global Operations, the role owns the customer engagement execution model, ensuring scalable, omnichannel solutions are consistently adopted across global, regional, and local teams.
Key Responsibilities

Enterprise Customer Engagement Platform Ownership:

Lead the end‑to‑end integration of Content Hub, Subscriptions, Digital Commerce, MarTech & CRM, Business Operations, and Regional Customer Engagement, ensuring they operate as a coherent, scalable ecosystem.
Market Engagement Model & Ways of Working:

Shape the future market engagement model with Regional Customer Engagement teams, drive adoption of new ways of working, embed interaction models, decision rights, and accountability, and ensure a clear engagement flow from strategy translation to performance feedback.
Service Oriented Organization Leadership:

Build and scale a service‑oriented Customer Engagement organization that enables markets and global functions, foster cross‑functional collaboration, establish governance covering decision rights and capacity allocation, and reduce duplication across the enterprise.
Business Accountability, Value Realization & Governance:

Own business accountability and value realization for ongoing development of the partnered capabilities, run governance forums to manage demand, prioritize initiatives, resolve trade‑offs, and track performance; define and monitor KPIs related to adoption, customer experience, and commercial impact.
Senior Leadership Alignment:

Align senior leaders across Global Operations, Global Marketing, Regions, and enabling functions to secure resources and embed new customer engagement models; act as a trusted partner to executive stakeholders, providing clear narratives on progress, risks, and decisions.
Education Requirement

Bachelor's Degree (required)
Technical Capabilities & Experience

12+ years of senior leadership experience managing multi‑team organizations across global and regional/local contexts; proven ability to lead complex, enterprise‑scale transformations with global scope and sustained adoption; deep understanding of omnichannel engagement and digital business models, including subscription‑based and digital commerce; demonstrated ability to create a shared vision, inspire collaboration, and drive change in matrixed, multi‑stakeholder environments; strong executive presence and project management leadership.
Required Skills

Adaptability
Analytical Thinking
Business Administration
Business Management
Business Operations
Change Management
Cross‑Functional Collaboration
Customer Engagement
Direct Marketing
Global Marketing Management
Global Operations Management
Innovation
Marketing Automation
Market Research
Oncology Marketing
People Leadership
Performance Feedback
Pricing Strategies
Prioritization
Product Management
Product Roadmap
Results‑Oriented
Stakeholder Management
Strategic Thinking
Equal Employment Opportunity Statement

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. We comply with all affirmative action requirements for protected veterans and individuals with disabilities.

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