Director, Global Medical Affairs, Omnichannel Transformation & Customer Experience
$192,100–$252,100 year
RemoteUnited States
Job Summary
Lead the design and scaling of omnichannel engagement capabilities by defining customer journeys that connect digital, field, and congress touchpoints across global Medical Affairs. Translate medical strategy, customer insights, and scientific priorities into practical engagement plans that coordinate content, channels, timing, and measurement for relevant scientific communication. Partner with Scientific Communications, Field Medical, and external partners to enable scalable content reuse, modularity, and channel-specific adaptation while maintaining regulatory standards. Establish frameworks, playbooks, and governance models that standardize customer-centered planning, drive continuous optimization through analytics, and build omnichannel acumen across franchises and markets.
Required Qualifications
- Advanced degree (MS, PhD, PharmD, or MD)
- 10+ years in the pharmaceutical, biotech, or life sciences industry
- 6+ years in Medical Affairs, digital strategy, omnichannel engagement, customer experience, or related capability-building roles
- Strong understanding of Medical Affairs, scientific communications, non-promotional engagement, and compliant content development
- Demonstrated experience supporting Medical Affairs engagement across solid tumor and hematologic oncology therapeutic areas
- Experience working across global, regional, and local stakeholders in a matrixed environment
- Working knowledge of modular content, content operations, digital engagement, analytics, and customer data concepts
- Strong proficiency in Microsoft 365 and omnichannel engagement platforms, CRM, NBA, analytics dashboards, CMS/DAM systems, Medical/Legal/Regulatory review platforms, HCP insights platforms, Veeva/Vault Medical, third-party media platforms, Generative AI and AI-enabled engagement and content capabilities
- Ability to learn new platforms quickly
Desired Qualifications
- Experience translating strategy and customer insights into engagement plans, journeys, playbooks, or scalable operating models
- Ability to simplify complexity and create clear frameworks that teams can understand, adopt, and scale
- Strong customer experience mindset with ability to connect content, channels, data, field interactions, timing, and measurement into coordinated plans
- Innovation-oriented and pragmatic, with ability to test new approaches while maintaining focus on quality, feasibility, compliance, and measurable value
- Excellent communication and executive presence, with ability to influence without authority and bring clarity to ambiguous problems
- High ownership, initiative, adaptability, and comfort building new capabilities in a fast-moving environment
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