Senior Director overseeing U.S. KOL engagement strategy for endocrine portfolio at biopharmaceutical company. Leading a team to execute high - quality peer - to - peer education and KOL programs.
About the role
- Director of Associate Experience at Zelis overseeing strategic vision and transformation of internal support services. Focused on enhancing associate satisfaction and operational excellence through leadership and innovative solutions.
Responsibilities
- Develop and champion the strategic vision for the Associate Experience team
- Lead the transformation of the service desk from a transactional ticketing system to a proactive, service-oriented model
- Collaborate with senior leadership across various departments to identify and address associate pain points
- Define and track key performance indicators (KPIs) and metrics to measure operational efficiency and associate satisfaction
- Recruit, mentor, and lead a high-performing team of support engineers
- Oversee all associate service operations, ensuring high standards of quality, efficiency, and consistency in service delivery
- Act as the primary advocate for the associate experience, regularly gathering feedback through surveys and direct interactions
- Develop and manage a robust knowledge base and self-service portal
Requirements
- Bachelor's degree in a relevant field (e.g., Business Administration, Information Technology, Human Resources)
- 10+ years of experience in a leadership role within a service-oriented environment
- At least 5 years managing a service desk, customer support, or similar function
- Strong understanding of service management principles and methodologies (e.g., ITIL certification is a plus)
- Proven ability to lead, mentor, and motivate a diverse team
- Exceptional communication, interpersonal, and stakeholder management skills
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making
- Experience with service management software, Jira Service Management preferably
- A passion for creating exceptional internal experiences and a deep commitment to associate satisfaction
Benefits
- 401k plan with employer match
- Flexible paid time off
- Holidays
- Parental leaves
- Life and disability insurance
- Health benefits including medical, dental, vision, and prescription drug coverage
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