Senior Manager, Customer Operations

| New Haven, CT, USA
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Some opportunities happen only once in a lifetime - like a job where you have the extraordinary opportunity to change lives. At Alexion, such opportunities arise through our unwavering mission to serve patients and families affected by rare diseases. These patients are our guiding star, and we act with integrity, urgency, and discipline because we know their lives are at stake. Alexion Rare Disease Unit is a division of AstraZeneca focused on serving patients and families affected by rare diseases through the discovery, development and commercialization of life-changing therapies.

This is what you will do:

The Sr Manager Customer Operations role sits within our supply chain organization with expertise in overseeing order processing, customer master data management, inventory control and quality records. The ideal candidate will be skilled in leading teams to meet supply chain KPIs and committed to optimizing supply chain processes to guarantee efficient operations and exceptional patient service.

The Customer Operations Senior Manager is responsible for managing tactical operations activities to Canada & LATAM with responsibility for handling the day-to-day activities for the Customer Operations team, working to build strong customer relationships through proactive communication and key outcome indicators, as well as conducting regular customer reviews.

You will Develop close working relationships with stakeholders (Commercial, Patient Services, Quality, Distribution, Planning) in order to support their agenda for growth and process improvement. Closely monitor the inventory levels across all products in the Americas region. Work with Supply Planning, Quality, Regulatory and Commercial to ensure proper communication and actions for supply continuity.

You will lead supply chain transformation activities across all of Alexion Americas Customer Operations (Canada, LATAM and US), manage project items, local, regional, and global, and deliver on timelines and tasks adhering to project deliverable objectives and dates.

You will be responsible for:

  • Lead a team of 3 LATAM & Canada Customer Operations specialists by coordinating daily operations and establishing objectives that support department, affiliate and company goals
  • Supporting transition of LATAM Alexion RDBU operation to AstraZeneca MC's.
  • Supporting GATM and PTA centralization programs across Americas
  • Manage suppliers contracts, budget, purchase orders and invoices across Americas
  • Manage internal inventory control and counts of our products with the customers and wholesalers to guarantee the availability of our products to the patients that are in treatment
  • Cordinate actions required to mitigate inventory due to reduced supply
  • Support product launch readiness initiatives that relate to Americas Customer Operations
  • Manage Quality Management records as change controls. deviations, supplier records
  • Partner with REMS/RSET team for REMS programs, internal/external audits and other various projects or process improvements initiated by internal and external stakeholders
  • Working closely with other teams such as Sales, Patient Services, Finance, Credit Management, Distribution, QA, Regulatory and Contracts. Understanding processes and making recommendations to improve overall team efficiency in alignment with local requirements, and ensuring every patient is treated on time every time
  • Expense control and aligning with budget
  • Support Americas Director of Customer Operations in leading and delivering supply chain transformation efforts.
  • Ensure the strictest compliance of all compliance requirements within the function.

You will need to have:

  • Bachelors Degree, preferably with a business or science concentration
  • 5 years of experience in the pharmaceutical industry with a strong, successful track record in customer operations and distribution environments
  • Strong project management skills and ability to manage multiple projects simultaneously
  • Familiarity with ERP systems (SAP) and Quality Management systems
  • Computer knowledge, with MS Office (Word, Excel, Outlook)
  • Ability to work in a multi-cultural matrix environment
  • The duties of this role are generally conducted in an office environment.

As is typical of an office-based role, employees must be able, with or without an accommodation to: use a computer; engage in communications via phone, video, and electronic messaging; engage in problem solving and non-linear thought, analysis, and dialogue; collaborate with others; maintain general availability during standard business hours

We would prefer for you to have:

  • Post-graduation or MBA preferred
  • Preferable Six Sigma certification
  • Solid Knowledge and experience in the Supply Chain Management in a multinational company
  • Fluency in Spanish or Portuguese is an advantage
  • Previous experience in international export markets is an advantage
  • Demonstrate critical thinking, problem solving, collaboration and analytical skills
  • Good communication skill and interpersonal relations skills, sense or urgency
  • Excellent administration and organizational skills

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working give 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.

AstraZeneca requires all US employees to be fully vaccinated for COVID-19 but will consider requests for reasonable accommodations as required by applicable law.

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.#LI-MB1 #HYBRID

Date Posted


Closing Date

30-May-2024Alexion is proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to fostering a culture of belonging where every single person can belong because of their uniqueness. The Company will not make decisions about employment, training, compensation, promotion, and other terms and conditions of employment based on race, color, religion, creed or lack thereof, sex, sexual orientation, age, ancestry, national origin, ethnicity, citizenship status, marital status, pregnancy, (including childbirth, breastfeeding, or related medical conditions), parental status (including adoption or surrogacy), military status, protected veteran status, disability, medical condition, gender identity or expression, genetic information, mental illness or other characteristics protected by law. Alexion provides reasonable accommodations to meet the needs of candidates and employees. To begin an interactive dialogue with Alexion regarding an accommodation, please contact [email protected]. Alexion participates in E-Verify.

AstraZeneca requires all US employees to be fully vaccinated for COVID-19 but will consider requests for reasonable accommodations as required by applicable law.

More Information on Alexion Pharmaceuticals, Inc.
Alexion Pharmaceuticals, Inc. operates in the Biotech industry. The company is located in Boston, MA. Alexion Pharmaceuticals, Inc. was founded in 1992. It has 4844 total employees. To see all 12 open jobs at Alexion Pharmaceuticals, Inc., click here.
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