Director, Operational Enablement and Excellence
About the role
For our client, we are seeking a Director, Operational Enablement and Excellence to join the team of a leader in the Pharmaceuticals & Biotech space. This leader will oversee operational enablement and excellence efforts that improve service delivery, workforce performance, and organizational effectiveness. The role will partner closely with contact center, technology, and business stakeholders to strengthen governance, optimize workflows, and support peak-season readiness. This is a highly cross-functional leadership position focused on driving efficiency, aligning operations to financial goals, and advancing digital and AI-enabled workforce solutions.
Responsibilities
- Lead enablement and excellence teams to develop strategies that enhance service delivery
- Oversee logistics for peak seasons, including requisition coordination and planning
- Advise on workforce performance and organizational effectiveness initiatives
- Establish governance frameworks to support quality and operational effectiveness
- Design and optimize workflows that integrate employee and technology solutions
- Manage contact center technology and related business relationships
- Monitor KPIs to ensure alignment with financial and operational objectives
Qualifications
- Bachelor's degree in a related field or equivalent experience
- Minimum of 12 years of professional experience, including at least 4 years in a managerial capacity
- Experience in the healthcare industry, with a focus on specialty pharmaceuticals or related fields
- Proven track record managing large-scale contact center operations
- Demonstrated expertise in continuous change management and operational analysis
- Strong background in budget development and profitability models
- Experience with digital transformation and AI-enabled workforce solutions
Benefits
- Health and wellness programs to support physical and mental well-being
- Retirement savings plan with company match
- Professional development opportunities to enhance career growth
- Flexible work arrangements to promote work-life balance
- Diverse and inclusive work environment
Location: Remote - US based candidates only, no visa sponsorship available
Compensation: $134,300 – $223,800 annually