Associate Director, Omni Channel Orchestration Technical Lead

Strategy & Technical Roadmap Development

Partner closely with the Omnichannel Orchestration Global Capability Owner to design solutions that solve business problems, providing technical insight on what the technology can and cannot do, effort levels, and tradeoffs.

Collaborate with the Campaign Orchestration, Content Development & Deployment Technical Suite Lead and Architects to translate capability roadmaps into scalable technology architectures and development plans while assessing feasibility, constraints, dependencies, and risks.

Convert complex business requirements into clear technical specifications and executable technical work tasks.

Solution Architecture & Technical Delivery

Lead the technical team and drive work plans, building, configuration, and integration of software aligned to business needs and technology standards, including:

• Omnichannel Orchestration Solutions, enabling cross-channel journey orchestration and execution of next-best actions across customer touchpoints.
• Next-best-action and decisioning capabilities, supporting segmentation, targeting, and personalized engagement strategies.
• Integration with CRM, data platforms, and analytics systems to enable seamless orchestration and real-time customer engagement across channels.

Translate technical requirements into well-defined work for the development team, lead agile ceremonies, and ensure disciplined execution of the capability roadmap, taking ownership of complex technical challenges end to end.

Design and implement orchestration logic, decisioning logic, and rules engines that enable real-time, personalized customer engagement across channels.

Enable seamless integration between orchestration platforms, CRM systems, and data and analytics solutions to support end-to-end customer journeys.

Leverage targeting, segmentation, and decisioning capabilities to drive next-best-action strategies and personalized engagement experiences.

Optimize orchestration performance by monitoring execution, response rates, and engagement outcomes, continuously improving journey logic and decisioning strategies.

Cross-Functional Technical Leadership

Partner with business, IT security, and vendor teams to ensure the Omnichannel Orchestration team technical solutions adhere to organizational standards, security policies, and regulatory requirements.

Organize and direct vendor partners to execute technical work, ensuring alignment with capability priorities, delivery timelines, and enterprise standards.

Partner with the Technical Suite Lead, Campaign Orchestration, Content Development & Deployment, to escalate and resolve complex technical challenges that span across Global Capability teams.

Lead cross-team problem solving and resolution of technical challenges within the Global Capability team.

Required Knowledge, Skills, and Abilities

Technical Skills

• Leadership experience in designing, testing, deploying, operating, and enhancing scalable, secure, and compliant technology solutions for large scale organizational use.
• Deep understanding of enterprise software architecture, cloud platforms, and modern engineering frameworks. Expert knowledge of system integration patterns, APIs, and data architecture across enterprise technology platforms.
• Experience owning enterprise orchestration and decisioning platforms, including rules management and machine-learning enabled suggestions / actions for optimized sequencing. Ability to operationalize analytics, algorithmic outputs, and targeting into real-time, rule-driven orchestration systems with strong understanding of decision logic and prioritization frameworks.
• Knowledge of targeting, segmentation, and personalization engines. Experience designing and integrating enterprise digital platforms such as PharmaForceIQ, Next Best Action systems for field rep suggestions, and omnichannel orchestration engines.
• Strong understanding of customer data ecosystems and how decisioning integrates with downstream channel execution systems.
• Experience coordinating across marketing, field, analytics, and data teams.
• Leadership accountability for performance monitoring and continuous journey optimization.
• Ability to partner with other teams to translate executive and Commercial requirements into scalable, well governed technology solutions with roadmaps and prioritization. Provide technical leadership on standardization, KPI implementation, and architectural tradeoffs to ensure enterprise technology assets remain consistent, performant, and extensible across brands and regions.
• Experience leading mixed teams of internal developers and vendors, including technical direction, code and dashboard reviews, estimation, and delivery accountability. Proven ability to collaborate with UX researchers and UI designers, with user-centric mindset applied to technical development.
• Experience working within Agile product development teams and product operating models.

Business Skills

• Digital-first Mindset - ability to look for opportunities to streamline and improve the customer experience and Jazz performance through digital tools, data and automation to create better, faster and more scalable 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.
• Enterprise Mindset - ability to look beyond team boundaries and make choices that advance the broader business, balancing local needs with enterprise-level impact even when it may have personal implications
• Problem Solving - The 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.

Required/Preferred Education and Licenses

• Bachelor's degree in computer science, engineering, information systems, or related technical field.
• 8+ years of experience after Bachelor's degree (or 6+ years of experience after Master's degree) in campaign orchestration, omnichannel engagement, digital marketing operations, or related domains in pharma.
• Experience as a Tech Lead, or similar role involving hands-on technical leadership of a development team.
• 4+ years of experience as a Tech Lead, Technical Program Manager, Engineering Manager, or other roles involving managing a team of developers, along with cross-functional program leadership experience.
• Experience working within complex, matrixed organizations with multiple technology and product teams.
• Proven ability to mentor and guide developers and vendor partners to deliver high-quality solutions.