Associate Director Customer Experience and Systems Solutions

仕事内容

Kite, a Gilead Company, is a biopharmaceutical company engaged in the development of innovative cancer immunotherapies. The company focuses on chimeric antigen receptor and T cell receptor engineered cell therapies.

Everyone at Kite is grounded by one common goal – curing cancer. Every day, we aim to establish a direct line between that purpose and our day-to-day work.

We are creating Kite together, with the recognition that the best teams are built by the best people. We maintain an attitude of curiosity, and creativity with each challenge as we develop a new market for cancer therapies. We appreciate and respect one another, and most importantly, we don’t take success for granted. While we’ve come a long way to make what others viewed as impossible, possible, we know one thing is certain. Today is just the beginning.

The Associate Director, Customer Experience and Systems, will be responsible for supporting the design, readiness, and deployment of enterprise systems (particularly Kite Konnect) in support of launch activities for new markets in the International Region. The individual will partner with global and local cross-functional partners. The role is based on site in Santa Monica - CA and will report to Kite’s International General Manager.

Responsibilities will include, but are not limited to, the following:

• Gather market-specific business requirements for key enterprise systems in partner with other Kite /Gilead colleagues

• Partner with Kite cross-functional teams (e.g., marketing, field sales, supply chain, IT, etc.) in strategic development, planning, communications and execution of key projects and programs related to the customer experience and commercial IT systems.

• Facilitate alignment with local affiliate cross-functional teams to maximize global coordination while accommodating local needs

• Support working sessions with key affiliate market stakeholders to gather requirements, particularly regarding customer preferences and norms

• Collaborate with key vendor partners on the iterative design, build, and deployment of enterprise systems to the market affiliates

• Participate in global launch readiness working sessions and align timelines with key stakeholders and interdependencies as needed.

Additional Required Skills:

• GMP enterprise technology experience
• Experience working with global partners and customers across different time zones and cultures, deploying platforms to international customers
• Excellent and demonstrable command of written and spoken Japanese and English and proficiency at communicating verbally and in written form
• Experience working in a regulated environment, particularly the pharma and life sciences industry
• Background or a solid appreciation of working with the Salesforce platform
• Experience defining business requirements for enterprise systems and potential implications (tactical and/or strategic)
• Experience interacting with customers (e.g., KOLs, provider institutions) and working cross-functionally
• Proficiency with MS Office Suite

Basic Qualifications:

High School Degree and Fourteen Years’ Experience

OR

Associate’s degree and Twelve Years Experience

OR

Bachelor's Degree and Ten Years’ Experience

OR

Masters' Degree and Eight Years’ Experience

OR

PhD and Two Years’ Experience

Preferred Qualifications:

• Bachelor’s Degree with 10 years of relevant experience in Customer Experience areas of the Pharmaceutical Industry
• Demonstrated record of identifying issues, seeking solutions, and working both independently and collaboratively
• Demonstrable command of written and spoken Japanese and English and proficiency at communicating verbally and in written form
• Deep knowledge and understanding of Japan, the Japanese healthcare environment, and Japanese HCP customer requirements
• Knowledge and understanding of other international markets in Latin America, Middle East and Asia, their healthcare environment, and HCP customer requirements
• Efficient, organized, and able to handle short timelines in a fast-paced environment
• Enterprise software implementation or technical consulting experience
• Familiarity with Agile methodology
• Salesforce platform certifications highly considered
• Knowledge of the healthcare environment in other countries, particularly other east Asian countries
• Proficiency in languages in addition to English

People Leader Accountabilities

•Create Inclusion - knowing the business value of diverse teams, modeling inclusion, and embedding the value of diversity in the way they manage their teams.

•Develop Talent - understand the skills, experience, aspirations, and potential of their employees and coach them on current performance and future potential. They ensure employees are receiving the feedback and insight needed to grow, develop, and realize their purpose.

•Empower Teams - connect the team to the organization by aligning goals, purpose, and organizational objectives and holding them to account. They provide the support needed to remove barriers and connect their team to the broader ecosystem.