Senior Manager, Customer Engagement Operations -- Technology & Systems

$154,020 - $199,320/Yr

Gilead Sciences - Foster City, CA

Full-time - Mid Level

Foster City, CA

Chemical Manufacturing

About the position

The Senior Manager, Customer Engagement Operations -- Technology & Systems at Gilead Sciences is responsible for overseeing the daily management of technologies and systems that support customer engagement programs. This role requires strong collaboration and communication skills to ensure compliance and optimize system workflows. The position is hybrid, based in Foster City, CA, and involves working closely with various teams to enhance operational efficiency and support field-based contacts.

Responsibilities

• Oversee daily tactical technology operations and associated systems for US Customer Engagements.
• Coordinate across the matrix to ensure smooth technology execution for all parties.
• Contribute to a culture of continuous improvement around system optimization and automation.
• Make recommendations for potential improvements to the Associate Director.
• Partner with Data Operations team on data reporting and integrity.
• Work cross-functionally to ensure technology meets organizational needs.
• Maintain and update SOPs and documentation for operational systems.
• Act as primary point of contact for field-based contacts.
• Own and optimize tools and materials for effective technology utilization.
• Track incoming Field Team feedback for continuous improvement.
• Act as primary point of contact for marketing agency requirements regarding technology and systems.

Requirements

• Bachelor's Degree and Eight Years' Experience or Master's Degree and Six Years' Experience.
• Strong working knowledge of relevant software systems (e.g., Office Suite, web-based databases).
• Strong communication and analytical skills.
• Ability to write clearly and informatively in various communications.
• Planning and organization skills to prioritize activities and workload.
• Ability to partner with field to address technical concerns.
• Effective decision-making and problem-solving skills.
• Ability to work collaboratively in a team structure.
• Critical thinking and analysis skills.
• Excellent customer service skills.

Nice-to-haves

• Experience in the biopharmaceutical industry.
• Familiarity with Veeva and Salesforce based products.

Benefits

• Company-sponsored medical, dental, vision, and life insurance plans.
• Discretionary annual bonus.
• Discretionary stock-based long-term incentives.
• Paid time off.