Provide leadership of assigned Pods, serving as the strategic orchestrator responsible for driving cross-functional field alignment and operational excellence for Pod performance and success. A “Pod” is a dedicated cross-functional team that is coordinated compliantly and aligned regionally to add value throughout the entire customer engagement journey.

This role drives strategic alignment and operational excellence through influence, collaboration, and analytical rigor, ensuring a unified “One ” experience for all customers, current and prospective in designated Pod(s).

ResponsibilitiesKey Responsibilities

• One Customer Experience

• Champion a seamless, customer-first approach across all pods.

• Ensure consistent and efficient delivery of ’ value proposition.

• Ensures presents a unified face to the customer.

Influence-Based Leadership

• Lead through collaboration and influence, not formal authority.

• Build strong partnerships within the Pod(s) and with functional leaders to align priorities and resolve challenges.

• Analytical Program Oversight

• Use data-driven insights to guide decisions on resource allocation, timelines, and risk mitigation.

• Develop dashboards and KPIs for Pod performance and customer experience metrics.

• Champion creation, deployment and use of enabling technologies including Veeva, Power BI, and related AI tools.

Proactive Account Management

• Serve as the point of coordination for assigned accounts, proactively identifying risks, removing friction, and ensuring timely follow-through across the Pod.

• Establish and maintain an account health operating rhythm (regular touchpoints, open-issue logs, action tracking, and clear owners/dates) to prevent issues from escalating.

• Partner with Commercial, Medical, and Service, to triage customer needs early, clarify next steps, and align on expected timelines and communications.

• Synthesize customer feedback and operational insights to inform improvements in process, training, tooling, and performance metrics—escalating only when threshold criteria are met.

Strategic Integration

• Align Pod strategies with corporate goals and priorities.

• Drive scenario and account planning for growth and lifecycle management.

Operational Excellence

• Create and deploy cross-Pod collaboration and continuous improvement processes.

• Promote transparency and knowledge and best practice sharing across regions and functions.

• Drive Pod planning, execution, reflection and adjustments through advanced understanding of customer needs and best-in-class internal and external capabilities.

• Actively identify and dismantle Pod bottlenecks (e.g., recurring technical friction or referral stalls) ensuring accountability for execution across all Pods.

• Ensure critical information is shared within and across Pods ensuring compliant communication and documentation.

• Implement conflict resolution frameworks to manage Pod friction / ensure unification.

RequirementsQualifications

• Bachelor’s degree in life sciences, engineering, or business; advanced degree preferred.

• 5-10+ years in biotech/pharma.

• Strong analytical skills and proficiency in building and deploying decision-support capabilities.

• Proven ability to lead through influence in a matrixed environment.

• Experience building and deploying best-in-class customer-facing processes.

• Excellent communication and relationship-building skills.

Core Competencies

• Customer-first mindset
• Analytical and strategic thinking
• Process excellence
• Change leadership

• Collaborative leadership without hierarchy

• Influence-based decision-making

• Cross-functional and cross-regional integration

Benefits

• Competitive salary and benefits package.
• Opportunities for professional development and career growth.
• Collaborative and innovative work environment.

Disclaimer:The included statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.