Assoc Director, Customer Engagement Operations

Gilead Associate Director, Customer Engagement Operations

At Gilead, we're creating a healthier world for all people. For more than 35 years, we've tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world's biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference. Every member of Gilead's team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we're looking for the next wave of passionate and ambitious people ready to make a direct impact. 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 Gilead and help create possible, together.

The Associate Director, Customer Engagement Operations, reports to the Director of Marketing Operations and ensures flawless, compliant execution of US Speaker Programs. This role requires operational leadership, strategic insight, strong compliance knowledge, data-driven decision making, and collaboration across a matrixed organization. In addition to overseeing the end-to-end management of speaker program logistics, the Associate Director is responsible for developing standard operating procedures, monitoring performance metrics, and driving process improvements to enhance program effectiveness and efficiency. The position entails partnering with cross-functional teams such as Legal, Compliance, Medical Affairs, Marketing and Sales to ensure all programs adhere to company policies and regulatory requirements. The ideal candidate will possess exceptional organizational and project management skills, a deep understanding of relevant industry regulations, and the ability to communicate clearly with both internal stakeholders and external vendors. Demonstrated experience in leading large-scale initiatives and the capacity to adapt in a fast-paced environment are essential for success in this role.

Key Responsibilities

Strategic Leadership & Innovation

• Shape and Execute Vision: Set and articulate a forward-looking strategy for Customer Engagement Operations, utilizing data-driven insights and a comprehensive understanding of business drivers across multiple therapeutic areas. Proactively identify emerging trends and opportunities, ensuring the organization remains at the forefront of industry best practices.
• Maximize Channel Synergies: Analyze and integrate engagement channels—including Speaker Programs, Advisory Boards, and Consulting Engagements—to streamline operations and optimize resource allocation. Employ quantitative metrics to assess effectiveness and enhance the overall customer experience, resulting in measurable improvements in stakeholder satisfaction.
• KPIs and Outcome Measurement: Establish clear, actionable key performance indicators aligned with strategic objectives. Regularly review and interpret performance data to deliver innovative solutions, ensuring all initiatives yield significant, high-impact results for both internal and external stakeholders.
• Champion Innovation: Foster a culture of continuous improvement by challenging existing processes and encouraging the adoption of new, evidence-based practices. Lead cross-functional brainstorming sessions and pilot innovative approaches, demonstrating a commitment to measurable value creation and operational excellence.

Operational Excellence & Process Optimization

• Lead Complex Projects: Direct multiple concurrent initiatives with exceptional project management skills, leveraging data analytics and decisive leadership to anticipate challenges and deliver results on time and within scope.
• Drive Process Optimization: Identify inefficiencies, reduce operational waste, and increase productivity. Implement process enhancements that elevate execution quality while maintaining strict compliance standards.
• Maintain Robust SOPs: Ensure standard operating procedures and guidance documents are clear, accessible, and regularly updated. Use feedback and performance data to continuously refine documentation, promoting user-centric and compliant practices.
• Foster Continuous Improvement: Establish structured feedback loops and collaborative forums with internal and external partners. Apply data-driven insights to drive iterative enhancements, reinforcing a culture of excellence throughout the organization.
• Manage External Vendors, Training, and Partners: Oversee relationships with external vendors and partners, ensuring high-quality service delivery and adherence to compliance standards. Coordinate and facilitate training programs to equip both internal teams and external partners with the necessary knowledge and skills for program success.

People Leadership & Trusted Partnerships

• Develop High-Performing Teams: Provide mentorship, coaching, and professional development opportunities for both full-time employees and contractors. Set clear expectations, monitor performance using objective metrics, and recognize achievements to build an engaged and empowered workforce within the Speaker Programs ecosystem.
• Build Inclusive, Collaborative Culture: Promote diversity and inclusion as key business imperatives, ensuring all team members feel valued and motivated. Align individual and team goals with organizational objectives, fostering a shared sense of purpose and accountability.
• Serve as Trusted Advisor: Act as a strategic partner and thought leader across the matrix organization, influencing decision-making through credibility, expertise, and clear communication. Facilitate consensus among cross-functional stakeholders by combining analytical insights with empathetic leadership.
• Model Inclusive Leadership: Demonstrate exemplary leadership behaviors, setting the standard for integrity and collaboration. Embed diversity and inclusion into all aspects of team management and operational strategy, ensuring these values drive business success.

Basic Qualifications

10+ Years with BS/BAOR or 8+ Years with MS/MA or MBA

Preferred Qualifications

8+ years of experience, demonstrating a consistent trajectory of increasing leadership responsibility. Deep working knowledge of Gilead therapeutic areas, enabling informed decision-making and strategic alignment with business goals. High proficiency in Excel for data analysis, skilled in PowerPoint and Word for effective communication; experience with Veeva and Salesforce is advantageous. Strong analytical, problem-solving, and critical thinking abilities, consistently applying data-based insights to navigate complex systems and develop actionable strategies. Advanced expertise in operations, project management, and compliance within marketing or sales, leveraging analytics to drive continuous process improvement. Track record of successfully leading cross-functional teams and influencing outcomes in a complex, matrixed environment, supported by robust data analysis and stakeholder engagement. Exceptional communication and presentation skills, with a proven ability to convey complex information clearly and confidently to executive audiences. Demonstrated success in driving innovation and fostering a culture of continuous improvement through evidence-based decision-making and collaborative leadership. Project management certification such as PMP or CAPM, demonstrating advanced expertise in managing complex compliance-related projects. Extensive experience coordinating and executing speaker programs, ensuring adherence to regulatory and compliance standards. Strong understanding of compliance frameworks in marketing or sales operations, with a focus on continuous process improvement and risk mitigation.

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: $182,070.00 - $235,620.00. Gilead 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.

Gilead Sciences Inc. 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' (https://www.eeoc.gov/employers/eeo-law-poster) poster. NOTICE: EMPLOYEE POLYGRAPH PROTECTION ACT (http://www.dol.gov/whd/regs/compliance/posters/eppac.pdf) YOUR RIGHTS UNDER THE FAMILY AND MEDICAL LEAVE ACT Gilead Sciences will not