The Manager, eCommerce Operations plays a critical role in ensuring access to the US vaccine portfolio in addition to customer contract information on behalf of US HCPs, wholesalers and distributors. The individual has the unique opportunity be the operational leader within an eCommerce team that oversees GSK's sophisticated, direct-sales channel focused on access, growth and an exceptional customer experience.

The Manager, eCommerce Operations is accountable for end-to-end operational excellence of GSK's premier eCommerce platforms, GSKDirect.com and gsk-ecs.com (eCustomer Solutions). Role responsibilities include: audit compliance of eCommerce data, apprise eCommerce policies & SOPs, platform content management, reporting & data analytics, incident triage and eCommerce project management. The manager will partner with two eCommerce Operations Analysts to ensure stable and seamless daily operations of GSKDirect.com and gsk-ecs.com while partnering with matrix stakeholders in Market Access, US Commercial Business Units and US Digital/Tech. The role provides the opportunity to support dynamic brands, such as Shingrix, Bexsero and the flu portfolio, vital customers across the US through eCommerce solutions and key Tech initiatives that impact US eCommerce operations.

Core Responsibilities:

• Oversight and leadership of eCommerce Operations, inclusive of: Channel Compliance, eCommerce Production Support, Platform Testing, Reporting and Data Analytics, Ticket Management, Matrix Support and eCommerce Vendor Management
• Proactively understand eCommerce, Business Partner and Market Access strategies and provide insight to eCommerce operations
• Engage Tech and Business stakeholders to ensure eCommerce operations are successfully achieved and Channel KPI's are met
• Engage with Channel and Tech stakeholders to understand and troubleshoot eCommerce issues spanning eCommerce platforms (GSKDirect & eCS), GSK systems (i.e., SAP/CERPS, CARS, etc.) and vendor solutions (i.e., Payments, PunchOut, etc.)
• Participate in Agile sprint cycles and ensure eCommerce tactics are executed
• Actively participate in Business Case Document reviews to provide assurance of operations that balance Brand and Trade Strategy evolutions
• Monitor and track issues and understand how/when to escalate to line management.
• Support ad hoc data analytics requests and own eCommerce PowerBI dashboards

Why you?

Basic Qualifications:

We are looking for professionals with these required skills to achieve our goals:

• B.S. in IT, Finance, and/or Business
• 5 or more years' experience in SAP Hybris systems management
• Understanding of the Microsoft suite database tools, such as Azure and PowerBI
• Strong proficiency in Excel, Word and Microsoft Access

Preferred Qualifications:

If you have the following characteristics, it would be a plus:

• Masters in IT or Finance
• Deep knowledge and functional capabilities of operating in SAP/Hybris
• Experience with SQL
• Experience with Microsoft Azure, Databricks and PowerBI
• Demonstrated strength in systems testing and test support operations
• Capable of expertly and expeditiously triaging tickets that lead to high SLA achievement
• Knowledge of the US Vaccine market
• Experience partnering with Business and Tech colleagues with ability to process dynamic business situations and determine how those impact eCommerce operations
• Experience managing vendors and/or leading large technical project workstreams
• Ability to contribute to matrix team meetings that include Channel, Market Access, US Tech and US Pharma Brand BU's
• Ability to support marketing and/or business plans and follow SOPs
• Ability to develop, gain approval and execute product updates and alert communications
• Understanding of controls, audit, and/or compliance
• This role is located at the GSK Philadelphia office.

Why GSK?

At GSK, we have already delivered unprecedented change over the past four years, improving R&D, becoming a leader in Consumer Health, strengthening our leadership, and transforming our commercial execution. Now, we're making the biggest changes we've made to our business in over 20 years. We're on track to separate and create two new companies in 2022: New GSK with a leading portfolio of vaccines and specialty medicines as well as R&D based on immune system and genetics science; and a new world-leading consumer healthcare company of loved and trusted brands.

With new ambition comes new purpose. For New GSK, this is to unite science, talent and technology to get ahead of disease together - all with the clear ambition of delivering human health impact; stronger and more sustainable shareholder returns; and as a new GSK where outstanding people thrive.

Getting ahead means preventing disease as well as treating it. How we do all this is through our people and our culture. A culture that is ambitious for patients - so we deliver what matters better and faster; accountable for impact - with clear ownership of goals and support to succeed; and where we do the right thing. So, if you're ready to improve the lives of billions, join us at this exciting moment in our journey. Join our challenge to get Ahead Together.

*LI-GSK

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At GSK, the health and safety of our employees are of paramount importance. As a science-led healthcare company on a mission to get ahead of disease together, we believe that supporting vaccination against COVID-19 is the single best thing we can do in the US to ensure the health and safety of our employees, complementary workers, workplaces, customers, consumers, communities, and the patients we serve.

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