The Opportunity:
The Director, Customer Engagement leads customer support strategy and operations for CSL’s vaccine business within a highly regulated healthcare environment. This role is responsible for leading the customer support operating model and partnering across Commercial Operations, Finance, Technology, Compliance, and other key functions to deliver exceptional customer experiences, operational excellence, and sustainable business performance. This leader plays a key role in shaping customer engagement capabilities, advancing digital transformation initiatives, and providing operational insights that support strategic business decisions.
This is a hybrid role, which offers a combination of an onsite and remote work schedule. #LI-Hybrid
Principal Accountabilities
Customer Support Strategy & Operational Excellence
- Lead the development, implementation, and continuous improvement of customer support and customer engagement strategies.
- Establish service delivery standards, operating procedures, escalation pathways, and performance metrics.
- Monitor key performance indicators and identify opportunities to improve customer experience, efficiency, and effectiveness.
- Drive operational excellence initiatives that improve service quality and support business objectives.
- Translate customer feedback and operational insights into actionable recommendations.
Business Planning, Budget Management & Operational Efficiency
- Manage departmental budgets, forecasting activities, and resource planning.
- Partner with Finance to support operational reporting and informed business decisions.
- Identify opportunities to improve operational efficiency while maintaining service excellence.
- Evaluate investments that enhance customer support capabilities and operational performance.
- Monitor performance trends and recommend continuous improvement actions.
Leadership & Organizational Development
- Lead, coach, and develop a high-performing customer engagement organization.
- Build leadership capability within the team through coaching, development planning, and succession management.
- Foster a culture of accountability, inclusion, collaboration, and continuous improvement.
- Partner with HR to support talent planning, organizational design, and workforce development.
- Drive employee engagement and retention initiatives.
Digital Enablement & Process Improvement
- Lead automation and digital transformation initiatives that improve customer interactions and operational effectiveness.
- Partner with Technology and Digital teams to enhance systems and customer self-service capabilities.
- Champion innovation and process simplification across customer-facing operations.
- Support implementation of tools that improve reporting, workflow management, and customer experience.
Cross-Functional Leadership & Compliance
- Partner with Commercial Operations, Finance, Technology, Compliance, Quality, and Legal teams to support business priorities.
- Lead cross-functional initiatives that enhance service delivery and customer satisfaction.
- Ensure customer-facing processes meet regulatory, compliance, and audit standards.
- Support risk identification and mitigation activities.
- Act as a trusted advisor on customer support and customer engagement performance.
Job Criteria
Scope/Accountability
- Leads customer engagement and customer support operations for the CSL vaccine business.
- Provides strategic input into customer experience and customer support operating models.
- Responsible for departmental budget management and resource planning.
- Influences customer support strategy, service delivery, operational performance, and organizational capability development.
- Operates within a highly matrixed commercial environment requiring extensive cross-functional collaboration.
Impact/Influence/Liaison
- Influences leaders across Commercial Operations, Sales, Finance, Technology, Compliance, Quality, Legal, and Customer Operations.
- Provides strategic recommendations to senior leadership regarding customer experience and operational performance.
- Facilitates alignment across multiple stakeholders to support business objectives.
- Represents customer support interests within cross-functional governance and business planning forums.
Key Relationships
Internal
Commercial Operations, Sales Leadership, Finance, Technology, Compliance, Quality, Legal, Executive Leadership
External
Customers, Distribution Partners, Third-Party Service Providers, Industry Associations (as applicable)
Decision Making
This role manages complex operational and customer experience challenges requiring strategic thinking, analytical problem solving, and sound judgment. Decisions often involve multiple stakeholders and require consideration of operational, financial, compliance, and people implications. The role is expected to identify risks, evaluate alternatives, and recommend actions that improve customer outcomes and operational performance.
Innovation
This role drives innovation across customer engagement and customer support operations through process improvement, digital enablement, and operational excellence initiatives. Success requires identifying emerging opportunities, implementing scalable solutions, and continuously enhancing customer experiences while maintaining compliance and operational effectiveness.
Travel Requirements
- Occasional domestic travel for including internal meetings (i.e., POAs)
Knowledge, Skills & Competencies
- Knowledge of the pharmaceutical market and regulations
- Excellent leadership, communication, and interpersonal skills.
- Ability to think strategically and make sound business decisions.
- Strong analytical and problem-solving skills.
Minimum Requirements
- Bachelor’s Degree required, preferably in Life Sciences, Business/Marketing. MBA or other graduate degree preferred
- Minimum 10+ years' healthcare experience with at least 8 years' pharmaceutical/ biotech in a leadership role
- Experience within pharmaceutical, biotechnology, healthcare, or other highly regulated industries
- Experience with customer experience improvement, operational excellence, and digital enablement initiatives
- Vaccine or biologics experience preferred
The expected base salary range for this position at hiring is $245,000 - $300,000. Please note this salary range reflects the minimum and maximum base pay that CSL expects to pay for this position at the listed location as of the time of this posting. Individual base salary for a successful candidate is determined by qualifications, skill level, experience, competencies and other relevant factors. In addition to base salary, total compensation for this role may also include incentive compensation and equity.
