IM Head of Customer Engagement, Commercial at BioMarin
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IM Head of Customer Engagement, Commercial

Location San Rafael, California Workstyle Open to Hybrid
Who We Are

For more than two decades, going our own way has led to countless breakthroughs, bettering the lives of those suffering from rare genetic disease. In 1997 we were founded to make a big difference in small patient populations. Now we seek to make an even greater impact by applying the same science-driven, patient-forward approach that propelled our last 25 years of drug development to larger genetic disorders, as well as genetic subsets of more common conditions. Through our unparalleled expertise in genetics and molecular biology, we will continue to develop targeted therapies that address the root cause of the conditions we seek to treat. Applying our knowledge to make a transformative impact is not just a calling, but an obligation to those who will benefit most. The end goal has always been better lives and now we can reach more.

And the more people we reach, the more our impact can grow. We transform lives through genetic discovery.

Our Culture

Our desire to make a positive impact on our patients extends to our employees and BioMarin is committed to fostering an inclusive environment where every person feels seen, valued, and heard – so employees can thrive in all areas of their lives, in and outside of work. We seek to provide an open, flexible, and friendly work environment to empower people and to provide them with the ability to develop their long-term careers. Ultimately, we want to be an organization where people enjoy coming to work and take pride in our efforts to help patients.

By providing a foundation for all operations company wide, BioMarin’s General and Administrative teams support our mission of providing first and best in class therapeutics to patients who live with rare diseases. Our teams include groups such as finance, legal, human resources, corporate compliance and ethics, and information technology. Come join our team and make a meaningful impact on patients’ lives.

SUMMARY:

The BioMarin Customer Facing Information Technology (CFIT) department seeks a highly talented and motivated Head of Customer Facing IT for Global Commercial Operations (GCO) function to support all commercialized and launching brands for North America, EMEA, LATAM, APAC global regions.  This includes Field Sales, Patient Support, Brand Management/Marketing, Market Access, and Operations teams.  This role has overall responsibility for managing the relationship with stakeholders in the GCO Functions, customer engagement, management of the functional technology investment roadmaps, IT service delivery, support and cost management.

The Head of Customer Facing IT– GCO will act as a strategic partner to the each of the Commercial functions to influence and understand their business strategies/challenges and to translate those needs into technology investment roadmaps and solution opportunities.  The role with then lead a team in executing on those opportunities and maintaining scalable and high-quality systems and data capabilities. The role will be responsible for managing stakeholder expectations as it relates to IT Services – develop, manage, and evolve IT Scorecards & Metrics, Key Performance Indicators and SLAs.  Additionally, this role will be responsible for establishing a prioritized project portfolio across the GCO Function and manage project execution.  As the primary link between IT and the GCO function, this role will help communicate broader company objective impacts/initiatives as it relates to technology.

The Head of Customer Facing IT– GCO will manage a global cross functional team which will include direct reports, indirect reports, managed services providers, consultants, and temporary workers.  The candidate must demonstrate strong people development skills, the ability to establish highly effective teams and the ability to manage and operate in a matrixed organization.  The role with manage solution architects, business analysts, solution delivery teams, support resources and project managers.

The Head of Customer Facing IT– GCO will participate in the Enterprise Architecture Advisory panel.  In this capacity this role will be responsible for understanding the impacts of Enterprise Architecture decisions on solutions for GCO.  This role will work with Enterprise Architecture to align Enterprise and End of Service Life Roadmaps with the Business Technology Roadmaps.

The Head of Customer Facing IT– GCO will participate in the Strategic Platforms Advisory Panel to align solutions for GCO with the roadmap for Strategic Platforms and understand the services being delivered by Strategic Platforms for GCO.  While Strategic Platforms contains dedicated delivery teams – it’s essential to align service delivery for GCO to provide a single vision for GCO and a unified experience.

The Head of Customer Facing IT– GCO will work with Infrastructure & Operations to ensure GCO Business Systems, Business Services and support processes are properly established within the operating model.  Additionally, this role will work with Workforce Productivity to ensure that account management processes are understood documented and proceduralized.  Workforce Productivity may from time to time ask for assistance to verify on-going account access needs.

RESPONSIBILITIES:

  • Support IT Stakeholders across the Global GCO Function
    • Establish & Communicate Business Service Level Agreements
    • Develop 3 Years Technology Investment Roadmap aligned to business objectives & strategies
    • Manage Technology Project Portfolio for GCO
    • Understand GCO Business Strategy & Translate Strategy to technology needs
  • Direct Service Delivery Team including internal direct & indirect reports, managed services, contractors & consultants.
    • Day to Day technology support for GCO applications/systems
    • Project Delivery
      • Project Management
      • Solutions Architecture
      • Business Analysts
      • Sustaining Support
    • Solution Delivery
    • Manage Escalated Support
  • Service Delivery Responsibilities Include
    • Establishing Business Services\Systems SLA
    • Ensuring on-going practices support the SLAs
    • Review of SLAs and performances on quarterly basis with stakeholders
  • Cost Management
    • Track and Budget for all costs associated with IT Delivery for GCO except for costs associated with Strategic Platforms. Costs include:
      • Internal Headcount
      • Managed Services
      • Licenses & Maintenance
      • Hosting Costs if applicable
      • Project Costs related expenses
    • Change Management will be key in terms ensuring the success of this new partnership with the business as we navigate through changing technology platforms.
    • This role will be located in San Rafael, CA, United States and may require up to 20% travel
    • This role will require regular interaction with a broad range of business users and senior executive teams and will require frequent in person discussions.

EXPERIENCE:

  • Minimum of 5-years of experience managing multi-disciplinary global team.
  • Minimum of 5-years of experience in project delivery or portfolio management
  • A strong communicator who can collaborate effectively with technical and non-technical audiences.
  • Able to prioritize and deliver results with a high emphasis on quality, technical rigor and detail
  • Able to integrate feedback in a professional manner and thrives in multidisciplinary teams with members with highly diverse backgrounds
  • Proven track record of interacting with Senior Executive Stakeholders.
  • Experience across a broad range of Commercial Operations functions.
  • Demonstrated experience building, leading, and nurturing high performing teams particularly through change
  • Should have zeal towards delighting customers and continuous improvements
  • Foster a culture that is constantly improving quality and creating efficiencies
  • Experience with Agile development methodologies preferred
  • Pharmaceutical or healthcare industry experience is highly desired
  • Experience supporting and implementing operational systems:
    • For example (but not limited to):
      • com CRM (SFDC)
      • Database Environments (SQL Server, Oracle)
      • Power BI
      • Marketing Automation Platforms (Marketo, SFMC)
      • Veeva Vault
      • Power BI
      • Sales Enablement Tools

EDUCATION:

Minimum BS/BA or greater related to computer science, business administration.


PLEASE NOTE: Absent a Medical or Religious reason that prohibits vaccinations, all our incoming employees must be vaccinated for COVID-19.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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San Rafael

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We treat rare diseases, and that gives us rare opportunities. Chris Brodeur, Director, Corporate Compliance
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