Gilead Sciences · 20 hours ago
Assoc Director, Customer Engagement Operations
United States - California - Foster City
Full-time
Hybrid
Director/Executive
$182K/yr - $236K/yr
8+ years expGilead Sciences is dedicated to creating a healthier world for all people by tackling significant diseases. The Assoc Director, Customer Engagement Operations will lead strategic initiatives, optimize engagement channels, and drive operational excellence to enhance customer experience and satisfaction.
BiopharmaBiotechnologyHealth CareManufacturingPharmaceutical
Responsibilities
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
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
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
Qualification
Required
10+ Years with BS/BA
8+ Years with MS/MA or MBA
Preferred
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
Benefits
Discretionary annual bonus
Discretionary stock-based long-term incentives (eligibility may vary based on role)
Paid time off
Company-sponsored medical, dental, vision, and life insurance plans
Company
Gilead Sciences
Gilead Sciences is a biopharmaceutical company that discovers, develops, manufactures and commercializes therapies for critical diseases.
10001+ employees
H1B Sponsorship
Gilead Sciences has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (269)
2024 (241)
2023 (222)
2022 (208)
2021 (235)
2020 (187)
Funding
Current Stage
Public CompanyTotal Funding
$4.41BKey Investors
Abingworth
2024-11-13Post Ipo Debt· $3.5M
2024-02-29Post Ipo Equity· $210M
2023-09-07Post Ipo Debt· $2B
Leadership Team
Keeley Wettan
Senior Vice President, Legal
Patrick Loerch
Senior Vice President, Clinical Data Science
Recent News
2026-01-08
2026-01-07
2026-01-06
Company data provided by crunchbase