Takeda · 11 hours ago
Head of Customer Engagement Operations, USBU
Boston, MA
Full-time
Onsite
Director/Executive
$256K/yr - $402K/yr
15+ years expTakeda is a leading pharmaceutical company, and they are seeking a Head of Customer Engagement Operations to lead various functional groups that enhance HCP and patient experiences in the U.S. This role focuses on building processes and tools to support operational excellence and customer engagement strategies across business units.
BiotechnologyHealth CareManufacturingMedicalPharmaceutical
Responsibilities
Collaborate with internal customers (e.g., franchise leaders, brand leaders, sales leadership, Medical, PAMA technology and analytics) to proactively drive to innovate and identify evolving customer and business needs in service to existing and emerging brands
Shape and operationalize customer engagement and field execution strategies (e.g., deployment models, engagement mix, capability needs)
Measure and identify opportunities to improve effectiveness and efficiency through changes to operating model, processes, tools, or resource allocation; collaborate with field leadership to drive adoption
Partner with franchise and brand leaders to support launch and in-market optimization, aligning field force deployment, engagement priorities, and enablement plans based on evolving customer insights
Commercial only Provide operational leadership and support for Incentive Compensation (IC) design and execution (incl. governance, modeling inputs, effectiveness monitoring)
Focus on increasing speed and efficiency of services delivered through simplification, automation, and /or standardization, while continuing to meet Takeda’s policies and compliance requirements
Work with their leadership team to define and implement the talent strategy that supports its current and future portfolio of services ensuring growth and development opportunities for all and establishing a strong, positive culture
Collaborate closely with the BUs and field leaders to understand their needs and ensure re-sources are appropriately allocated across multiple franchises and brands. This individual will ensure that processes are well functioning, individual leadership accountabilities are clear, and services are well aligned to meet business needs
Engage with Takeda stakeholders to review, shape and evolve the U.S. Customer Engagement Operations’ portfolio of services, aligning demand, capacity, and launch readiness
Orchestrate HCP / KOL Engagement and Deployment, Operations (incl. Incentive Compensation, Ops/Performance Management, Training, Event Execution), and CRM / relevant tech enablement services
Lead the Customer Engagement Operations Business Partner organization, establishing strong, outcome-oriented relationships with U.S. Business Units and driving adoption of the new operating model through stand-up and transition to business-as-usual operations
Understand key launch requirements and ensures that process and procedures are aligned to support effective launches via launch excellence team
Partner with the business to understand key sales force deployment and engagement requirements for launch products
Ensure all compliance and product trainings are designed and deployed effectively to support launches and ongoing execution
Partner with IT to align appropriate CRM, data, and technology enablement resources with launch needs
Lead teams that bring innovation and forward-thinking to key areas of Customer Engagement Operations, including
Commercial Sales planning (Incentives and Compensation, Sales Force Alignment, Call Planning)
Field force automation (CRM, Technology, Field Reporting Platforms)
Performance reporting and insights
Professional engagement (Consulting, Speaker, and Advisory Board programs)
Key Opinion Leader (KOL) / Thought Leadership (TL) support services
Field team training and leadership development
Execute compliance policies that support audit readiness, including identifying improvement and implementing them
Ensure alignment across sales training, field enablement, and customer engagement data management strategies to drive execution and compliance
Understands USBU business strategy and needs and translates them into a defined portfolio of services and supporting capabilities
Sets, upholds and executes USBU’s vision, capability development, priorities and performance goals that enable USBU’s performance
Seeks to innovate through experimentation and scales successful pilots / experiments rapidly across the organization
Delivers on operational excellence goals across the portfolio of services
Defines and implements a talent strategy that supports innovation and efficiency goals
Responsible for day-to-day operational delivery of a portfolio of services, processes, tools and technology and ensures adherence to service levels and compliance requirements
Proactively streamlines processes, structures, programs and planning systems to ensure commercial success and fiscal accountability
Addresses USBU’s demand for services and available budgets and capacity
Manages a multi-million dollar budget with accountability to P&L stakeholders and delivers operations in a cost-effective manner
Ensures adherence to applicable laws and regulations
Oversees key strategic vendor relationships
Develops and implements a talent strategy that aligns with USBU’s vision, culture and people goals to deliver an exceptional people experience
Leads, builds, retains, develops, and motivates team members to success
Builds a talent base and succession plan, implements personal development plans and training to achieve business objectives
Qualification
Required
Bachelors degree – BS/BA
Minimum of 15 years of management level experience in the pharmaceutical, biologic/biotech, or medical device industries
Management experience in pharmaceutical product marketing, product sales management, marketing operations, sales operations, marketing management, and/or product management experience or related field, leading a medium to large organization and influencing senior-level management and key stakeholders
Exhibits an understanding of how operational processes, systems, and capabilities can impact and advance commercial and marketing strategies
Proven track record of leading and driving business process transformation and organizational culture change
Operational experience in pharmaceutical drug development, sales, marketing and product launches
Track record of successful second-level leadership, management, and development of large, multi-disciplinary globally dispersed teams
Health care business acumen with a comprehensive understanding of the pharmaceutical industry and U.S. Commercial environment
Benefits
Medical, dental, vision insurance
A 401(k) plan and company match
Short-term and long-term disability coverage
Basic life insurance
A tuition reimbursement program
Paid volunteer time off
Company holidays
Well-being benefits
Up to 80 hours of sick time
Up to 120 hours of paid vacation
Company
Takeda
Takeda is a biopharmaceutical company that researches and develops pharmaceutical drugs.
10001+ employees
H1B Sponsorship
Takeda 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 (45)
2024 (39)
2023 (38)
2022 (34)
2021 (44)
2020 (18)
Funding
Current Stage
Public CompanyTotal Funding
$2.46B2025-06-27Post Ipo Debt· $2.4B
2016-09-01Grant· $19.8M
2016-05-08Grant· $38M
Leadership Team
Christophe Weber
President and CEO
Schuyler Fairfield
Senior Vice President, Global Head of Supply Chain
Recent News
2026-01-25
legacy.thefly.com
2026-01-23
2026-01-22
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