Director, Customer Engagement

About the Role

The Director of Customer Engagement is the owner of customer support strategy and operations for a vaccine organization operating in a highly regulated healthcare environment. This leader owns the end-to-end customer support operating model and drives cross-functional initiatives spanning Commercial Operations to deliver service excellence, operational efficiency, and revenue growth.

This role is distinguished by three core behavioral expectations:

• Lead: Full accountability for the people, performance, and strategic direction of the customer experience. The Director builds the team, sets the standard, and owns the outcomes, developing functional leaders who operate independently.
• Drive: The operational authority who sees the full picture, moves first, and owns the integrity of the customer support operating model, cost discipline, and downstream financial accuracy.
• Collaborate: The enterprise's connective tissue for customer engagement, synthesizing information and framing it in business terms to influence how the enterprise moves.

This role is organized across five responsibility pillars:

• 25% Customer Support Operating Model: Own the end-to-end customer support operating model, including standard operating procedures, service levels, performance metrics, and escalation frameworks.
• 25% Budget & Cost Management: Manage operational budgets, model cost drivers, and align service investments to revenue and margin objectives.
• 20% Leadership & Talent Development: Build and develop high-performing leadership teams, establish performance standards, and manage all human resource elements.
• 15% Digital Enablement & Automation: Drive digital enablement and automation initiatives to improve customer interactions.
• 15% Cross-Functional Partnership & Compliance: Lead cross-functional initiatives and ensure workflows meet precision, auditability, and control standards in a regulated environment.

Responsibilities

Pillar 1 — Customer Support Operating Model (25%)

• Own the end-to-end customer support operating model, including standard operating procedures, service levels, performance metrics, and escalation frameworks.
• Accountable for the accuracy and integrity of the customer support operating model and customer-facing processes.
• Establish, track, and respond to key performance indicators; provide recurring business readouts to senior and executive leadership.
• Conduct ongoing analysis of operational strengths, weaknesses, opportunities, and threats; create programs to drive service excellence and cost efficiency.

Pillar 2 — Budget & Cost Management (25%)

• Manage operational accruals and model cost drivers to align service investments with organizational strategic objectives.
• Partner with Finance to ensure process discipline, reduce rework, and drive accurate downstream financial outcomes.
• Continually identify and capture efficiency opportunities to reduce process, cost, or effort without compromising service.

Pillar 3 — Leadership & Talent Development (20%)

• Build and develop high-performing leadership teams, fostering accountability, engagement, and continuous improvement.
• Lead, coach, and develop a tiered organization of managers; establish clear performance standards and build succession pipelines.
• Manage all HR elements including hiring, onboarding, development planning, and performance management.
• Develop employee engagement strategies, including recognition programs to retain high performers.

Pillar 4 — Digital Enablement & Automation (15%)

• Drive digital enablement and automation initiatives to improve the accuracy, speed, and consistency of customer interactions.
• Champion forward-thinking process design and identify opportunities to leverage automation and digital tools.
• Partner with Technology and Digital Experience teams on systems and digital enablement supporting customer interactions.

Pillar 5 — Cross-Functional Partnership & Compliance (15%)

• Lead cross-functional initiatives spanning Commercial Operations and Technology.
• Ensure all workflows meet the precision, auditability, and control standards required in a highly regulated healthcare environment.
• Negotiate with peer groups to establish agile, creative solutions supporting the commercial strategic vision.
• Serve as the organizational authority on customer experience performance, cost to serve, and operational risk.

Requirements

• Bachelor's degree in Business Administration or related field required; MBA or advanced degree preferred.
• Minimum 10 years of progressive experience in customer experience, customer support, or commercial operations within the pharmaceutical or regulated healthcare industry.
• Experience with vaccines and/or biologics highly desirable.
• Minimum 10 years of people leadership experience, including developing high-performing leaders and sustaining strong employee engagement.

Skills

Technical Skills

• Deep expertise in customer support operating models, service level design, escalation frameworks, and performance metrics.
• Strong command of operational budget management and cost-driver modeling in a revenue- and margin-sensitive environment.
• Experience leading digital enablement and automation initiatives within customer-facing operations.
• Experience overseeing order accuracy, billing coordination, dispute resolution, and payment-related inquiry processes.

Domain Knowledge

• Previous experience leading multifaceted projects and programs cross-functionally with demonstrated success.
• Pharmaceutical, biotech, or regulated industry experience required; vaccines and/or biologics highly desirable.
• Experience operating within healthcare compliance frameworks requiring precision, auditability, and controlled workflows.
• Strong analytical capability, including comfort working with performance metrics, dashboards, and cost-to-serve data.

Leadership & Interpersonal Competencies

• Executive presence with strong problem-solving skills and the ability to simplify complex challenges into actionable recommendations.
• Proven ability to lead and influence across a highly matrixed organization without direct authority.
• Results-oriented mindset with demonstrated ability to drive executional excellence and deliver measurable cost savings.
• Resourceful problem-solving skills, including diffusing difficult situations and coaching independent decision-making.
• Demonstrated ability to build and develop high-performing leadership teams.
• Excellent oral, written, and presentation skills with the ability to communicate effectively across all organizational levels.
• Strong project management skills, managing multiple priorities in a fast-paced environment.
• Growth mindset: curiosity, adaptability, and a passion for continuous improvement.

This role will have 2 to 4 direct reports and 20 indirect reports.

Pay

The expected base salary range for this position at hiring is $245,000 - $300,000. Individual base salary is determined by qualifications, skill level, experience, competencies, and other relevant factors. Total compensation may also include incentive compensation and equity.

About the Company

CSL Seqirus is part of CSL, one of the largest influenza vaccine providers in the world and a major contributor to global influenza prevention and pandemic preparedness. With state-of-the-art production facilities in the U.S., the U.K., and Australia, CSL Seqirus utilizes egg, cell, and adjuvant technologies to offer a broad portfolio of differentiated influenza vaccines in more than 20 countries.

To learn more about CSL, visit https://www.csl.com/.

Benefits

For more information on CSL benefits, visit How CSL Supports Your Well-being.