Senior Director - E2E Customer Experience Solutions

6 days ago

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Description

• The Senior Director, E2E Global Solutions is a critical leader of the Customer Facing Ecosystem Technology Team. • This position has tactical and strategic ownership of our global CRM ecosystem’s Functional Design, System Configurations and Operations across the globe. • The ideal candidate must have strong technical and leadership experience overseeing multiple components of a CRM ecosystem in a multi-org, global structure and leading a team of ~100+ people. • This position will be very customer centric and build an exceptional customer experience. • This position will oversee strategic planning and design of processes to deliver customer facing and CRM functionality across the 24+ countries where Omnipod products are sold. • This includes technical ownership of the platform’s strategic roadmap comprehensive of websites, portals, identity management and SFDC functions such as Experience Cloud, Health cloud, Service cloud and many other platform features. • This role is also the owner of the E2E operations teams that include management of commercial product rollouts, production support, and the Customer Facing E2E operational processes. • This role will be responsible to build and head the group of leaders who will be responsible to own the E2E processes and delivery across the regions and across the E2E ecosystem. • This role will also champion the change management in the organization and ensure we convert Insulet operating model from project mindset to product mindset across all the value streams in end-to-end customer experience domain. • The ideal candidate will also have experience running a global organization with employees and contractors scattered in multiple locations around the world. • We have core ‘on-shore’ development leads in the UK and US, along with off-shore staffing in India and other potential locations.

Requirements

• At least 15 years of experience working in a Salesforce.com functional lead, architect or development manager/director position. • At least 10 years of experience working on projects related to Commercial/Sales process improvement is ideal. • Strong knowledge of Salesforce.com concepts including standard object’s structure, environment management, workflows, API integrations, reporting, general design concepts and overall approach of Salesforce.com as a CRM platform. • BS in an IT-related discipline such as Computer Science or equivalent experience. MBA a plus. • Experience building exceptional customer experiences. • Experience creating personalized experiences using framework like Data Flywheel. • Proven ability to lead the group of leaders who can own and deliver commercial processes and manage complex CRM strategies. • Experience supporting or working with a Commercial organization, preferably in the pharmaceutical, medical device, or any other regulatory controlled industry.