Senior Director, Sales Operations

About the role

Eugia is a US-based independent specialty pharmaceutical company focused on generic sterile injectables, oncology, hormones, and ophthalmic medicines. Eugia has best-in-class, dedicated manufacturing and R&D capabilities to meet customer needs as they emerge, and is committed to consistently providing customers with high quality specialty medicines. Eugia's mission is to make the process of buying specialty pharmaceutical products an experience customers look forward to, and the vision is to become synonymous with excellent customer service by being transparent, responsive, and consistent. Eugia is expanding capabilities to include the manufacture of highly complex injectables and is the partner of choice to deliver on the promise of generic specialty pharmaceuticals.

The Senior Director, Sales Operations is a key member of the Eugia Leadership Team and is responsible for the strategic direction, operational management, and continuous improvement of Sales Operations functions. This role provides leadership and oversight for Customer Service, Contract Administration, Rebate Administration, Government Pricing, and Claims Administration while driving operational excellence across the commercial organization. The Senior Director serves as a trusted business partner to leadership and collaborates across Sales, Supply Chain, Marketing, Finance, Legal, and other functional areas to ensure effective execution of commercial strategies, customer support initiatives, contract compliance, pricing administration, and revenue optimization. This role is responsible for developing scalable processes, driving efficiencies, mitigating risk, and supporting the continued growth of the business. The position reports to the President and is based in East Windsor, NJ with one (1) day a week remote.

Responsibilities

• Provide strategic leadership and oversight for Customer Service, Contract Administration, Rebate Administration, Government Pricing, and Claims Administration.
• Lead, develop, and mentor team members, fostering a culture of accountability, collaboration, continuous improvement, and customer service excellence.
• Partner closely with leadership across Supply Chain, Marketing, Legal, Sales, Finance, and other functional teams to align commercial strategies and operational processes.
• Participate in regular meetings with colleagues and manufacturing partners to ensure alignment on supply, customer requirements, and operational priorities.
• Drive cross-functional initiatives, resolve complex business issues, improve communication, and champion organizational objectives.
• Identify opportunities to improve business processes, efficiency, and operational effectiveness across the commercial organization.

• Serve as the business owner for compliance activities within Sales Operations, including but not limited to contracting, government pricing, rebate administration, chargebacks, claims administration, licensing, reporting obligations, customer programs, and related commercial transactions.
• Establish, maintain, and enforce policies, procedures, controls, and documentation supporting compliant Sales Operations processes and regulatory obligations.
• Monitor regulatory and industry developments impacting Sales Operations activities, assess business impact, and implement necessary process, system, and procedural changes.
• Lead responses to customer audits, governmental inquiries, compliance reviews, and reporting requirements related to Sales Operations functions.
• Identify, assess, and mitigate compliance and operational risks associated with Sales Operations activities.
• Escalate significant compliance, regulatory, or business risks to executive leadership and recommend appropriate corrective actions when necessary.

• Lead contract strategy, administration, and execution for Group Purchasing Organizations (GPOs), wholesalers, distributors, and other commercial partners.
• Negotiate commercial terms and conditions to support company objectives while maintaining compliance and minimizing business risk.
• Oversee the preparation, review, maintenance, and administration of customer agreements and contract documentation.
• Lead iContracts initiatives, including Sales Reporting, Government Pricing, and State Price Transparency programs.
• Review and approve monthly and quarterly administrative fees, rebates, and contract-related financial obligations.
• Oversee the management and administration of commercial fees, licensing fees, subscription fees, and failure-to-supply claims.
• Develop and implement strategies that optimize fee structures while supporting revenue growth and customer relationships.

• Lead rebate, chargeback, and government pricing programs while ensuring compliance with contractual and regulatory obligations.
• Oversee CMS claim submissions and ensure all reporting requirements and deadlines are met.
• Resolve disputes and collaborate with state agencies, customers, and business partners when necessary.
• Develop and enhance rebate programs that support commercial growth objectives while appropriately managing financial exposure.
• Ensure compliance with all applicable federal, state, and industry requirements related to government pricing and rebate administration.
• Identify and implement opportunities to automate and streamline rebate, chargeback, pricing, and customer master data management processes.

• Provide leadership and oversight to ensure exceptional customer service for both internal and external stakeholders.
• Establish service standards, monitor performance metrics, and implement continuous improvement initiatives.
• Oversee the timely and accurate processing of customer claims, including shortages, overages, damages, and returns.
• Ensure appropriate validation, approvals, tracking, reporting, and resolution of claims.
• Collaborate with customers, wholesalers, third-party logistics providers, and internal stakeholders to facilitate efficient issue resolution.
• Oversee outdated and expired goods return processes in partnership with third-party logistics providers.

• Provide strategic oversight of commercial operations processes to support business objectives, customer satisfaction, and revenue growth.
• Develop and enhance reporting, analytics, and key performance indicators to support data-driven decision making across the organization.
• Partner with Commercial, Finance, Supply Chain, Marketing, and Leadership teams to identify opportunities for process improvement, scalability, and operational effectiveness.
• Support commercial planning, forecasting, and business analysis initiatives to drive business performance.
• Oversee state licensing requirements and related compliance activities.
• Lead strategic projects and process improvement initiatives that support organizational growth and operational efficiency.
• Evaluate and implement systems, tools