Senior Program Manager, International Commercial Operations

Position Overview:
The Senior Manager, Commercial and IT Projects is a critical member of the Customer Care systems and project team and reports to the Sr Director of Customer Care. Working in a dynamic, collaborative team environment, the successful candidate will lead the Business Analyst/Project Management team supporting all Customer Care, CRM projects and enhancements, large scale organization projects and process solution design.  In this role, the Senior Manager will lead a team responsible for identifying and reviewing business systems, process optimization and reporting requests and needs.  This is a hands-on role with the Sr Manager leading projects and being the main point of contact with the Commercial and IT teams.  This role will design and implement best in class standards and protocols for business system requests and implementation including success and quantifying ROI.  This role and the team work very closely with the Customer Care team, IT business group, Commercial organization and SFDC technical / architect team.  The ideal candidate will have a demonstrated ability to lead a team of Business Analysts, comprehend business process and context, while also having technical skills to develop and support the team.

Responsibilities:

• Lead team responsible for supporting the day to day business and system requirements and project management related to the Customer Care team
• Manage a team of business analysts focused on supporting CRM enhancements, projects, processes and report requests for Customer care and Product Support departments
• Ability to drive teams cross-functionally on strategic initiatives for the commercial organization
• Resource Management; ability to manage internal and external resources, allocate resources appropriately, given organization, group and individual goals and objectives to align with business goals
• Propose organization efficiencies
• Own processes for Demand, Project intake, Adoption of systems/ system changes
• Support the education & training of end users, increasing end user proficiency and adoption of implemented solutions
• Lead key strategic project and programs
• Support business systems applications and processes primarily Salesforce.com
• Ensure business requests and projects are clearly defined, strategically aligned, and justified with an effective business case/ROI
• Work closely with IT development teams to ensure business processes are properly enabled across multiple platforms
• Lead efforts to automate business process and improve organizational efficiencies
• Mentor staff members on appropriate methodology and documentation and business case requirements
• Oversee development and maintenance of reports/dashboards using either SFDC report builder or other reporting tools
• Communicate effectively with Customer Care leaders on the status of enhancements, projects and open production support tickets
• Manage resources including objective setting, performance appraisal, salary administration, training, recruiting, and career path planning
• Strong knowledge of Salesforce.com including workflows, triggers, reporting, general design concepts and overall approach of Salesforce.com as a CRM platform
• Proven knowledge of the software and systems development life cycle
• BS in an IT-related discipline such as Computer Science or equivalent experience. MBA a plus
• Understanding of HIPAA data requirements and impacts to systems or processes
• Experience supporting or working with a Commercial and/or Call Center organization, preferably in the pharmaceutical, medical device, or any other regulatory controlled industry

Education And Experience:

Minimum Requirements:

• Experience working with CRM systems, understanding of ERP systems, and integration experience
• BA/BS in English, Communication, Business or another related field
• At least 10+ years of experience working in a Commercial systems leadership role
• Relevant experience working on projects related to Commercial/Sales process improvement
• Relevant experience leading a department and/or large-scale project teams
• Demonstrate strong leadership, coaching and development skills Excellent communication, influencing and negotiating skills are critical
• Self-sufficient, flexible, and motivated team player capable of managing a team of business analysts and several activities simultaneously
• Ability to work in a deadline focused, dynamic environment, consistently producing deliverables within agreed upon timelines
• Ability to rapidly learn and take advantage of new concepts, business models, and technologies
• Excellent communication, influencing and negotiating skills
• Excellent verbal, written and interpersonal communication skills

Preferred Skills And Competencies:

• Certification in SFDC administration and/or development preferred
• Ability to analyze business processes, design process improvements, and train business users on the new processes
• Excellent writing skills
• Must have the ability to express strategy, technical knowledge, and processes in easily understood presentations
• Strong organizational skills, ideally leveraging technology and innovation
• Experience in the healthcare, pharma or medical device industry or contact center 
• Must have the ability and drive to take on multiple projects while balancing multiple priorities and critical deadlines.
• Proven problem solving and critical thinking skills
• Strong computer skills – particularly Word, PowerPoint & Adobe products
• Excellent presentation and knowledge transfer skills
• Positive, results driven, rational, logical, team player
• Ability to rapidly learn and take advantage of new concepts, business models, and technologies

Physical Requirements:

• This position will require domestic travel with a potential for international
• Ability to drive teams cross-functionally on strategic initiatives for the commercial organization
• Resource Management; ability to manage internal and external resources, allocate resources appropriately, given organization, group and individual goals and objectives to align with business goals.
• Propose organization efficiencies
• Support the education & training of end users, increasing end user proficiency and adoption of implemented solutions

#LI- KJ1 #LI- Hybrid

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

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