Consumer Experience Operations Lead

Job title: Consumer Experience Operations Lead

Location: Cambridge, MA   Morristown, NJ

About the Job 

At Sanofi, we’re committed to providing the next-gen healthcare that patients and customers need. It’s about harnessing data insights and leveraging AI responsibly to search deeper and solve sooner than ever before. Join our CX Operations Team as an Operations Lead and help make it happen. Your job? Lead the operational management of the team creating exceptional user experiences and global product design, fostering a user-centered culture while collaborating with cross-functional teams to deliver world class products effectively. 

The Consumer Experience (CX) Operations Lead is a detail-oriented self-starter who is skilled and experienced in collaborating with product teams to deliver seamless execution and creative excellence within a fast-paced, agile based environment. You are responsible and accountable for the efficient, effective scoping, estimating and management of all Consumer Experience team deliverables including research, strategy, design and content for complex programs within Sanofi.   

You lead overall CX program execution to drive cross-team communication and proactively remove obstacles or blockers that may get in the way of delivery. This role focuses on delivery planning, execution, resource management/allocations, budget management, change management and being the central hub to drive the CX program team forward. Additionally, the CX Operations Lead is focused on operational processes including executing/managing external vendor agreements, team templates, asset organization and iterative recommendation/implementation changes to team methods and frameworks.  

Main Responsibilities:

• Effectively summarize and communicate project status to a wide variety of stakeholders. Disseminate detailed information effectively and efficiently.  

• Ensure that dependent business unit schedules are known and identified in advance to all participants (who needs to launch what when and what is required for that effort).  

• Facilitate the definition of CX approach, program scope, program planning, resource/budget estimates and deliverables.  

• Strong technical, process analysis, documentation and mapping skills.   

• Proven problem solver with expert knowledge of CX and Design workflow best practices  

• Unflappable, with the ability to bring a sense of calm assurance to high-energy interactions  

• Excellent interpersonal, leadership, listening, and communication skills: Ability to negotiate a complex organizational structure and drive consensus across stakeholders.  

• Ability to construct workable solutions when presented with multiple and, often, conflicting points of view  

• Experience with agile development and tactical skills such as spreadsheet, word processing, presentation, and electronic workflow software, a must   

• Anticipate issues and risks associated with project implementation and work with functional management to develop strategies to resolve issues and mitigate risks.   

• Manage multiple projects, tasks, priorities, and internal expectations.  

• Implement and maintain a collaborative team environment involving different functional capability areas.  

• Work in concert with functional teams, identify and work to implement necessary process adaptations.  

• Work with digital product owners to ensure that technical schedules for the program are integrated to the degree that dependencies are identified and resolved in advance.  

• Proficiency in project management and collaboration software, such as FigJam, Jira, MIro and MS Office  

• Participate in driving and documenting process standards and best practice of creative project planning and scheduling  

• Lead and identify process improvements and creative tool implementation.  

• Develop, implement, and shepherd continuous improvements and process opportunities  

• Lead detailed delivery planning, budgeting, and cross-team capacity planning in collaboration with cross-functional groups  

• Orchestrate cross-teams to deliver high quality, on-time design deliverables, accounting for on-the-fly program needs and changes as they occur.  

About You  

• Minimum BA/BS in a Project Management, Business Management, Design, or Logistics(other degree will be considered based on professional experience); Master’s degree in relevant field (Preferred not required)   

• 6+ years of hands-on product agency, studio and traffic management (Preferred not required)     

• Broad experience working directly in a high-volume, fast-paced, constantly changing studio/in-house creative environment  

• Superior organizational skills with the ability to multi-task and manage time  

• 6+ years of project/process management, operations or strategy analyst experience. (Preferred not required)   

• Experience managing complex projects through all phases of the project lifecycle to a successful conclusion (on time, on budget, benefits delivered) in a large scale, complex global environment  

• Experience in Lean, iterative design process and Agile development process  

• Excellent verbal and written communication skills, especially as they relate to presenting, articulating and defending research and design decisions to all levels of the company  

• Agility, Decisiveness, Resilience, Transparent Agility, Decisiveness, Resilience, Transparent communications and Openness  

• Strong attention to detail, especially in planning and scheduling across different functional teams and following through with successful execution.  

• You bring the ability and interest to help lead cultural shifts in the organization including Digital transformation and openness  

• Agency experience, familiarity with pharma/health technology, process management certification are all considered a plus  

Why Choose Us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

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All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information can be found here.