Associate Director, Digital & Web Ops Global Capability Owner

Jazz Pharmaceuticals is a global biopharma company whose purpose is to innovate to transform the lives of patients and their families. We are dedicated to developing life-changing medicines for people with serious diseases — often with limited or no therapeutic options. We have a diverse portfolio of marketed medicines, including leading therapies for sleep disorders and epilepsy, and a growing portfolio of cancer treatments.

About the role

The Global Capability Owner, Digital & Web Ops, provides hands-on capability ownership and strategic direction for the Digital & Web Ops team within the Content Development & Deployment team in Global Customer Experience Operations. Digital & Web Ops encompasses the platforms and capabilities that enable personalized interactions across web, CRM, email, and patient-facing applications, supporting seamless omnichannel experiences. Reporting to the Suite Lead, this role serves as the primary Global Capability leader for the Digital & Web Ops team and partners closely with Tech Leads, development teams, Activation, and vendor partners to ensure solutions are aligned with capability priorities and enterprise standards.

The Global Capability Digital & Web Ops team builds and evolves the digital channels, content delivery systems, and engagement platforms that deliver personalized, compliant experiences across web, CRM, and patient-facing applications. As the Global Capability Digital & Web Ops Owner, you will have primary accountability for developing the Global Capability, roadmap priorities, governance, and measurable outcomes in collaboration with stakeholders for web CMS capabilities, digital channel enablement capabilities, engagement capabilities, and patient apps, ensuring capabilities deliver meaningful, measurable impact for users and the business.

Responsibilities

• Global Capability Strategy & Roadmap Ownership
  • Define and articulate the capability vision and outcomes aligned to global and franchise priorities in collaboration with key stakeholders.
  • Own and continuously evolve the Digital & Web Ops roadmap, making prioritization and trade-off decisions to add the most value based upon user feedback.
  • Translate business needs into capability solutions with measurable success metrics that drive impact across franchises and the business.
  • Define and standardize channel activation frameworks across email, web, media, patient applications, and other engagement touchpoints.
  • Own web governance and content management across branded and unbranded properties (standards, templates, publishing workflows, compliance).
• Collaboration
  • Connect business stakeholders and the Digital & Web Ops 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 capability priorities, scope, and roadmap decisions with team-level business objectives, ensuring consistent focus on enterprise outcomes and value delivery.
  • Define clear capability 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 capability evolution to support scalability, flexibility, and compliance requirements.
  • Maximize enterprise commercial ROI by delivering integrated omnichannel performance insights that inform budget allocation, channel optimization, and portfolio prioritization decisions for senior leadership.
  • Partner with Activation Leads as the primary interface for new capabilities, aligning on priorities and driving adoption of new capabilities across franchises and functions.
• User-Centered Solution Development
  • Leverage user insights and engagement data to shape Digital & Web Ops 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 Digital & Web Ops capabilities.
  • Monitor capability 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 Web CMS Capability, Digital Channel Enablement Capabilities, Engagement Capabilities, and Patient Apps outcomes.
  • Leverage outcome metrics to articulate the capability's value proposition and its impact, promoting capability awareness across CX operations and fostering a culture of engagement and feedback in partnership with Activation.

Requirements

• Bachelor’s 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.
• Experience working with web content management systems (e.g., Drupal), CRM and marketing automation platforms (e.g., Salesforce Health Cloud, SFMC), and digital channel enablement tools.

Skills

• Technical Skills
  • Experience designing scalable capability frameworks, prioritization logic, and governance standards.
  • Strong understanding of web content management systems (e.g., Drupal), digital channel enablement tools (e.g., SEO/SEM, social media), and patient-facing digital applications.
  • Knowledge of digital channel activation, web governance, CRM-driven personalization, and compliant digital engagement frameworks, including how platform configuration and integration design impact campaign execution, patient journey continuity, and engagement quality.
  • Experience working within Agile product development and product operating models.
  • Experience with tools such as JIRA, Confluence, or similar product management and collaboration platforms.
  • Experience using AI, automation, or agentic workflows to enhance learning design, delivery, or learning operations.
  • Experience partnering with end users across product discovery, design, and deployment.
• Business Skills
  • Customer Journey Understanding – Ability to see the customer’s end-to-end experience clearly and use it on an ongoing basis for go-to-market strategic, tactical, and measurement decisions, while anticipating needs across touchpoints. Make practical decisions that improve journey and outcomes.
  • Cross-functional Matrix Collaboration – Ability to work fluidly across teams and reporting lines respecting SME, coordinating shared work, ensuring progress even when accountability is distributed – supporting decisions with professional alignment and focus on collective success. Deeply understands and values unique capabilities and perspectives of diverse functions.
  • Problem Solving - Ability to break down complexity, identify root causes, and experiment with solutions using an adaptive, learning-oriented approach.
  • Managing Competing Priorities - Ability to navigate shifting demands with clarity and adaptability, focusing effort where it creates the greatest future impact while keeping work moving.
  • Decision-Making - Ability to make transparent, criteria-based decisions by weighing options, risks, and implications and aligning others around the path forward.
  • Continuous Improvement — Ability to regularly improve processes/products through reflection and iteration, generates new options and approaches when constraints exist, growth mindset, challenges status quo.

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.
• Experience working in rare disease or specialty brands, with a strong understanding of unique stakeholder dynamics.

Schedule

20-30% 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 One Jazz mindset, prioritizing enterprise 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.
• Invests 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.