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Position Summary:
Digital Experience is shaping the future of how our organization connects with patients and healthcare providers by harnessing digital innovation and human-centered design. As healthcare evolves, we are leading with bold initiatives—leveraging cutting-edge AI, advanced digital engagement model, end-to-end content management, and omnichannel operations to create seamless, personalized, and meaningful experiences.
Background & Context:
This integrated team collaborates across Marketing, Customer Engagement, Medical Affairs, and Public Affairs & Access (“CMG”) to deliver seamless, impactful, and compliant customer experiences. The organization is specifically accountable for: Defining personalized engagement solutions, shaping strategy, and operationalizing meaningful patient and customer experiences. Accelerating, connecting, and enabling the development of digital solutions that enhance the patient and customer experience across CMG. Advancing customer-centric engagement to maximize patient outcomes while ensuring industry-leading compliance.
Key Responsibilities:
Strategic Planning & Vision
• Define and execute the Content Studio vision, including constructing the core business case, leading tech-enabled roadmap planning, and managing strategic resource allocation.
• Build an integrated operational system for content studio support of personalized campaign delivery spanning planning, creative development, review, distribution, and performance measurement.
• Shape core strategic pillars, encompassing creative studio services, campaign coordination, asset management, and promotional and medical review operations.
• Lead sourcing strategies (build/buy/partner) to enhance internal self-sufficiency, optimize partner agency ecosystems, and systematically repatriate core creative capabilities while maintaining operational continuity.
• Align studio operational models with brand strategies, ensuring content delivery supports top commercial and medical business priorities.
• Champion adoption of technology through the entire content value chain operations to create a state of the art industry leading studio
• Collaborate with Global Lab and contribute to the global agenda beyond US
• Serve as an executive evangelist for Content Studio capabilities and business impact across senior leadership forums. Execution,
Operational Excellence and Process Optimization:
• Direct end-to-end content supply chain operations covering Campaign Planning, Creation, Assembly, Medical/Legal/Regulatory Review (PRC/MLR), and Omnichannel Distribution.
• Partner closely with internal commercial, medical, and vendor stakeholders (including Agencies of Record) to ensure seamless operational handoffs.
• Streamline operational workflows, remove process bottlenecks, and boost productivity by deploying improved processes, automation, and creative technology solutions.
• Scale high-volume, high-quality asset production including de novo content across all primary marketing and engagement channels (social videos, banners, podcasts etc).
• Oversee quarterly demand planning and resource alignment in collaboration with commercial leadership to match capacity with financial targets.
• Ensure the right operational structures and roles are in play to support the content delivery teams, responding to dynamic changes in scope, scale, and budget.
• Work analytically & creatively across the portfolio, using teamwork, innovation, and excellence to recognize opportunities and propose solutions.
Data & Performance Analysis:
• Establish and monitor Key Performance Indicators (KPIs) to measure throughput, quality, throughput times, cost efficiency, and stakeholder satisfaction.
• Lead operational data collection and analytics to drive continuous workflow optimization across the Content Studio environment.
• Deliver regular operational reports and hindsight analyses to inform executive strategy and continuously elevate output quality. Team Leadership & Development:
• Lead a high-performing, multidisciplinary team of internal talent and external partners across creative design, video/digital production, project coordination, and review management. Lead onsite and offshore teams (n= 50+)
• Provide strong leadership, guidance, and mentorship to operational teams.
• Foster a culture of accountability, continuous improvement, and high performance.
Compliance & Risk Management:
• Ensure adherence to industry regulations, company policies, and legal guidelines.
• Identify and mitigate operational risks to ensure business continuity and security.
Qualification & Experience:
• Proven track record building, scaling, and leading an in-house creative content studio or agency-side production operation.
• 10+ years of progressive experience in Content Operations, Marketing Operations, or Digital Production.
• 5+ years in a people leadership role, preferably within the Pharmaceutical/Biotech industry or a highly regulated sector. Proven track record of cross functional collaboration and adapting strategy to meet business needs
• Transformational Leadership: Demonstrated expertise leading large-scale operating model transformations (e.g., agency repatriation, hybrid studio operations, global capability hub setup).
• Financial Acumen: Demonstrated success managing large operational budgets ($10M+) and driving vendor consolidation strategies.
• Deep proficiency in Digital Asset Management (Adobe DAM, Veeva Vault), Work Management (Adobe Workfront), and Marketing Automation.
• Experience operationalizing Generative/Agentic AI solutions in a corporate environment is highly desirable.
• Process Architect: Expertise in Lean/Six Sigma or Agile methodologies to drive process optimization.
• Stakeholder Influence: Exceptional ability to navigate complex matrixed organizations and influence cross-functional partners (Marketing, Medical, IT, Legal).
• High-Craft Scaled Production: Strong expertise in high-craft, multi-channel creative production and dynamic content scaling.
• Proven track record of successfully developing and implementing operational strategies that drive efficiency, productivity, and growth.
• Strong understanding of data analysis and performance metrics, with the ability to leverage insights for decision-making.