Job Details

Pay Range: 80-98/hr
*depending on experience

This Job Description provides a summary of the duties and/or characteristic of work performed and is not inclusive of every detail of the job for every individual assigned to the position. This description will be reviewed periodically and revised as duties and responsibilities change with business demands. Other duties not listed above may be assigned as needed.

Brief Description:
Building Global Capabilities in a Product Operating Model to Power Our Business:

At , we are reimagining how we design and deliver more precise customer experiences, enabled by new technologies, modern ways of working, and high performing team behaviors. Through this work, we enable teams to better understand patients, caregivers, and HCPs, anticipate their needs across the enterprise, deliver timely and personalized engagement, and orchestrate seamless, end-to-end experiences as.

To power this ambition with both speed and scale, we are embracing a new product-oriented operating model, allowing business and technology teams to partner side by side in building, advancing, and delivering global capabilities across our enterprise. Cross-functional, empowered Global Capability teams own outcomes-not just outputs-and work from clear capability visions, strategies, and measurable goals. We prioritize user problems, validate solutions through experimentation and data, and iterate quickly to create real value for our users and the business. As part of this model, you’ll collaborate closely with users, stakeholders, and technical teams across the organization, using discovery and delivery practices to ensure were building the right things, in the right way, at the right time.

The Global Capability Owner, Omnichannel Orchestration, provides hands on product leadership and strategic direction for the product team within the Campaign Orchestration suite in Global Customer Experience Operations. Reporting to the Suite Lead, this role serves as the primary Global Capability leader for the Omnichannel Orchestration and partners closely with the Tech Leads, the Activation Lead, development teams, and/or vendor teams to ensure solutions are aligned with product priorities and global standards.

The Global Capability Omnichannel Orchestration team coordinates next-best actions and personalized engagement across marketing, sales, and service channels. As the Global Capability Omnichannel Orchestration Owner, you will have primary accountability for developing the Global Capability, roadmap priorities, and measurable outcomes in collaboration with stakeholders for Omnichannel Orchestration Engine, ensuring capabilities deliver meaningful, measurable impact for users and the business.

Key Responsibilities:
Global Capability Product Strategy & Roadmap Ownership
* Define and articulate the product vision and outcomes aligned to global and franchise priorities in collaboration with key stakeholders.
* Own and continuously evolve the Omnichannel Orchestration roadmap, making prioritization and trade-off decisions to add the most value based upon user feedback.
* Translate business needs into product solutions with measurable success metrics that drive impact across franchises and the business.
* Own the end-to-end strategy and global roadmap for orchestration capabilities (e.g., next-best-action decisioning, cross-channel prioritization, business rules governance, reusable orchestration components), ensuring consistent execution and measurable impact across franchises.

Collaboration
* Connect business stakeholders and the Omnichannel Orchestration global capability team, ensuring requirements are clearly defined and aligned to strategically important business outcomes and success metrics.
* Partner closely with the Tech Lead to align business priorities with technical feasibility and delivery sequencing, ensuring trade-offs support agreed business outcomes.
* Partner closely with the Suite Lead to align product priorities, scope and roadmap decisions with suite-level business objectives, ensuring consistent focus on enterprise outcomes and value delivery.
* Define clear product requirements, user stories, and acceptance criteria to enable efficient execution and alignment with business partner activity needs.
* Partner across the Customer Experience Organization to ensure seamless integration and influence ongoing product evolution to support scalability, flexibility, and compliance requirements.
* Enable scalable, compliant, and measurable customer engagement by owning marketing automation and CRM capabilities that standardize campaign activation, data governance, and performance measurement across brands and end-to-end journeys.

User-Centered Solution Development
* Leverage user insights and engagement data to shape Omnichannel Orchestration capabilities that drive an improved customer experience (for both internal and external users).
* Lead discovery efforts, engaging directly with users and key stakeholders to deeply understand their needs, validate business value, and assess technical feasibility prior to development.

Delivery, Optimization & Value Realization
* Partner across Global Capability teams to deliver scalable, reusable Omnichannel Orchestration capabilities.
* Monitor product adoption, outcome KPIs and engagement metrics to inform backlog prioritization and continuous improvement.
* Develop and manage documentation (PRDs, user stories, discovery artifacts), and sprint planning in partnership with the Tech Lead and development teams.
* Drive experimentation to improve Omnichannel Orchestration Engine outcomes.
* Leverage outcome metrics to articulate the product’s value proposition and its impact, promoting product awareness across CX operations and foster a culture of engagement and feedback in partnership with Activation.

Required Knowledge, Skills, and Abilities

Technical Skills
* Experience designing scalable product frameworks, prioritization logic, and governance standards.
* Experience with journey orchestration platforms or engagement decisioning systems and Field Next-Best-Action solutions.
* Strong understanding of customer data ecosystems, segmentation/targeting concepts, and how decisioning integrates with downstream channel execution systems.
* Basic knowledge of targeting, segmentation, and personalization engines.
* Familiarity with Omnichannel Orchestration Engines or comparable products.
* Experience working within Agile product development teams and product operating models.
* Experience in working with JIRA, confluence, and other product tools.

Business Skills
* Maintain an end-to-end view of customer and user journeys, identifying friction points and translating insights into prioritized workflow and platform improvements.
* Strong cross-functional collaboration skills; works effectively within a matrix to align stakeholders across Franchises, Medical, Market Access, CX, and Technology.
* Strong analytical mindset with the ability to break down complex problems, identify root causes, and translate engagement data into actionable product decisions.
* Ability to manage competing priorities and balance innovation, governance, compliance, and operational sustainability.
* Clear communication and the ability to influence without authority across the organization.
* Growth mindset and desire for continuous improvement; seeks feedback, learns quickly, and uses insights and experimentation to improve adoption, satisfaction, and measurable outcomes.

Required/Preferred Education and Licenses

Qualifications:
* Bachelors degree in business, technology, marketing, science, or related field.
* 8+ years of experience in pharmaceutical, healthcare, or other highly-regulated industries
* Experience in digital product management, product ownership, or demonstrated experience managing the creation and delivery of a product roadmap within a cross-functional team.
* 8+ years of experience in omnichannel engagement, campaign orchestration, digital marketing platforms, or related commercial capability roles.
Preferred / Additional Qualifications:
* Advanced degree (MBA or relevant graduate degree) preferred.
* Experience working in a product operating model
* Experience partnering with Product teams supporting digital and operational capabilities.
* Advanced degrees may offset a portion of required years of experience, consistent with global hiring guidelines.

Working Requirements:
* 10% travel will be required.

Expected Behaviors
* Demonstrates ownership and accountability, taking responsibility for outcomes and driving work forward with urgency, clarity, and a focus on impact.
* Leads with curiosity and a Growth Mindset, actively exploring user needs, emerging technologies, and new ways of working to elevate capability and innovation.
* Embraces change as a learning opportunity, adapting quickly, modeling resilience, and helping others navigate dynamic environments.
* Acts with a mindset, prioritizing global value, breaking down silos, and building strong, trust-based partnerships across teams.
* Delivers high performance results, setting ambitious goals, challenging assumptions, and consistently driving measurable business impact.
* Models inclusive, collaborative leadership, creating space for diverse perspectives and empowering others to contribute their best work.
* Invest in continuous learning, developing personal skills while coaching and elevating the capabilities of colleagues and cross functional partners.
* Navigates ambiguity with confidence, using sound judgment, data, and user insights to make informed decisions even when information is incomplete.
* Communicates with clarity and influence, simplifying complexity, aligning stakeholders, and ensuring shared understanding of priorities and outcomes.