NHS Human Services, Inc.

The RoleThe Associate Director of Operations will support Moderna's North America Commercial Operations. This role is an exciting opportunity to be a critical part of the engine fueling a high growth organization that is radically changing the biotech industry. In this role, you will be responsible for supporting both the launch and ongoing management of the commercial order management process. This also includes supporting the North America Account Management teams by assisting in managing the operational aspects of complex customer relationships. This role will also support project activities related to sales-oriented business development programs, customer service call center and other customer-centricity services to deploy the best-in-class customer experience and support financial plan targets. This role will also collaborate with internal teams to support Moderna's entire customer experience including customer facing platforms, call centers, and eCommerce integrations as well as the operational functions to support the full vaccine portfolio to strategic customers.Here's What You'll Do * Operational Leadership in Distribution Partnerships * Function as the primary liaison for Distribution Partners, including 3PL providers, managing the day-to-day coordination of data integration across multiple platforms (e.g., EDI, mData and internal reporting dashboards, external Vendors, and customers). * Oversee validation of critical data sets, including financial (pricing, invoicing, and sales volume) and product data (inventory, product profile), ensuring data accuracy and quality * Provide comprehensive customer support and reporting from multiple systems, working closely with the Account Management and Data Analytics teams. * Channel and Contractual Operations Management * Drive operational excellence in managing Contractual Terms and Conditions with Third-Party Logistics (3PL) providers, Wholesalers/Distributors, and Retail Pharmacies, and other Customer Segments, ensuring product availability and service excellence. * Lead performance tracking by monitoring key performance indicators (KPIs) as defined through executed agreements and internal metrics, related to product sales, order management, inventory flow, and distribution. * Customer Order Fulfillment Oversight * Direct and support all aspects of Commercial order fulfillment, including order entry, tracking, shipping confirmations, and customer service resolution. * Maintain visibility of order-related issues, resolutions, and updates for internal stakeholders. * Digital Transformation and Process Improvement * Collaborate with internal teams and external partners to advance digital capabilities across customer-facing platforms, including eCommerce and call centers. * Identify and implement process improvements in the order management workflow, aiming to maximize customer experience and operational efficiency. * Cross-Functional Collaboration * Partner with Account Management, Supply Chain, 3PL Partner, and other key stakeholders to ensure customer service levels are met or exceeded. * Regularly engage with the Leadership team to present business updates, propose initiatives, and strategize operational enhancements alongside the Director of US Commercial Operations. * Additional Responsibilities * Lead the creation and management of HDAs by collaborating with Supply Chain, Pricing, and Distribution teams, including supporting the Material Master process * Support the Patient Assistance Program (PAP) from order setup to shipment tracking, ensuring seamless execution of patient orders. * Maintain ongoing knowledge of industry trends to identify potential operational improvements and propose them to leadership.Here's What You'll Need (Minimum Qualifications) * Bachelor's degree in Business Administration, Supply Chain, Marketing, or a related field. * A minimum of 8 years' experience in vaccines, pharmaceuticals, or related industries with a track record of increasing responsibility in operational roles, particularly involving 3PL partnerships, logistics, or supply chain management. * Strong experience in managing end-to-end order-to-cash processes, data integration, and vendor relationships. * Demonstrated success in leading cross-functional teams and driving operational excellence in highly regulated industries.Here's What You'll Bring to the Table (Preferred Qualifications) * MBA or equivalent advanced degree in business, supply chain, or related fields preferred. * Expertise in process transformation, changeTo view the full job description, click hereApply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjA3MDIzLjEwNDEyQG1vZGVybmF0eGNvbXAuYXBsaXRyYWsuY29t