Senior Manager, Customer Operations

Senior Manager In Customer Operations

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

Introduction To Role

Are you ready to lead and optimize operational activities across Canada and LATAM, while supporting key initiatives in the US? As a Senior Manager in Customer Operations, you'll lead all aspects of end-to-end order management processes, ensuring effective internal inventory control and managing supplier relationships. Your role will be pivotal in guaranteeing consistent product availability for patients. You'll champion continuous improvement, support key access programs, and prepare the supply chain for new product launches. Collaborate with cross-functional teams and drive supply chain transformation initiatives to ensure operational excellence and best-in-class customer service across the region. Are you up for the challenge?

Accountabilities

• Lead a team of specialists by coordinating daily operations and establishing objectives that support department, affiliate, and company goals.
• Lead all aspects of order and account management, credit management, importation processes, rush orders, and service requests.
• Provide team coverage during vacations or absences.
• Support Global Access to Medicine and Post Trial Access programs.
• Take ownership of standard operating procedures (SOPs) and Work Instructions, keeping them updated and serving as the subject matter expert for process improvement.
• Manage internal inventory control to guarantee product availability for patients.
• Coordinate measures to mitigate inventory challenges from supply constraints.
• Oversee supplier contracts, budgets, purchase orders, and invoices while tracking supplier performance.
• Lead supply-related initiatives to ensure launch readiness.
• Manage Quality Management records such as change controls and deviations.
• Ensure strict compliance with all requirements within the function.
• Collaborate with teams such as Sales, Patient Support, Finance, Credit Management, Distribution, QA, and Regulatory to improve team efficiency.
• Oversee expense control in alignment with budgetary targets.
• Report on productivity and adherence to key performance indicators (KPIs).
• Lead supply-related activities for projects focused on managing controlled distribution removal in Canada.
• Support the Head of Americas Supply Chain in delivering supply chain transformation initiatives.

Essential Skills/Experience

• Demonstrated ability in the pharmaceutical industry with a strong, successful track record in customer operations and distribution environments
• Solid Knowledge and experience in the Supply Chain Management in a multinational company
• Demonstrate critical thinking, problem solving, collaboration and analytical skills
• Good communication skill and interpersonal relations skill
• Familiarity with ERP systems (SAP) and Quality Management systems
• Computer knowledge, with MS Office (Word, Excel, Outlook)

Desirable Skills/Experience

• Strong project management skills and ability to manage multiple projects simultaneously
• Focus on timely action
• Excellent administration and organizational skills
• Previous experience of international export markets is an advantage
• Ability to work in a multi-cultural matrix environment
• Preferable Six Sigma certification

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

At AstraZeneca, you'll have the opportunity to play a role in evolving Supply Chain, reimagining how we do things and creating a collective legacy. With constant new products and launches, there's never been a better time to join us and shape our future with a big contribution to life-changing medicines. Our resilience helps us thrive as we innovate and evolve. We foster an encouraging environment where ideas are welcomed and rewarded. If you enjoy working on complex activities and want to make a big impact, this is the place for you.

At Alexion, you will find a collaborative culture that encourages innovation and a diverse environment where your contributions are valued. You will have the opportunity to be at the forefront of rare disease research and make a meaningful difference in patients' lives. Ready to lead and inspire? Apply now and take the first step towards a fulfilling career at Alexion, AstraZeneca Rare Disease.