Operation manager

Some opportunities happen only once in a lifetime like a job where you have the chance to change lives. At Alexion, people living with rare and devastating diseases are our Guiding Star.

We are driven to continuously innovate and create meaningful value in all we do to help patients and families fully live their best lives.

We value the uniqueness and diversity of our employees and recognize that nurturing the diverse perspectives and strengths of our people translates into innovative breakthroughs for patients.

This is what you will do :

Responsible for handling the day-to-day activities for the Customer Operations team. Work to build strong customer relationships through proactive communication and key outcome indicators.

This position requires strong communication and organizational skills and must demonstrate an incredible sense of urgency.

Additionally, the ideal candidate will have a proven track record of management skillsets, building cohesive teams, and implementing change for continuous department improvement

Maintain timely and accurate processing of all orders and requests in SAP and CRM databases within the group. Establish excellent working relationships with internal stakeholders including patient services, sales, market access, finance, credit management and distribution.

Support the Director of US Customer Operations in process improvement and in projects and initiatives specific to customer operations.

Fully understand all departmental processes and constantly seek out areas and opportunities to improve the overall effectiveness of the team, taking into account Global Customer Operations initiatives.

Achieving high levels of compliance and efficiency in all tasks within the department, always ensuring that each patient is treated on time each time.

You will be responsible for :

• Leading a team of 5-7 CORs by coordinating daily operations and establishing objectives that support department and company goals.


• Providing support to the Director of US Customer Operations in the day-to-day management of the US Customer Operations team.


• Actively promoting an environment of trust and teamwork focusing on inclusion and belonging


• Supporting strong professional relationships and collaboration with various field employees and other internal services through monthly or quarterly meetings and operational updates.


• Partnering with REMS team for internal / external audits and other various projects or process improvements.


• Supporting launch readiness initiatives that relate to US Customer Operations.


• Actively setting ambitious goals, performance measures and annual goals for team members, and holding each person accountable for meeting these requirements.


• Meeting routinely with each COR to provide ongoing review of performance and development in relation to objectives.


• Coaching and actively seeking to develop and improve the skills of team members.


• Promoting a strong customer focus culture within the team and in line with Alexion's core business objectives.


• Managing the local team's monthly key performance indicators.


• Facilitating department scheduling (on-call rotation, vacation requests, etc.) to ensure adequate coverage for all essential department functions


• Ensuring the strictest compliance of all compliance requirements within the function : Quality control good distribution practices (GDP guide) Data Privacy Control General Data Protection Regulation (GDPR)Financial Control Sarbanes OxleyRegulatory control Controlled distribution

You will need to have :

• Bachelor’s Degree or 2 5-year experience with a strong, successful track record in customer operations, customer service and distribution environments


• Leadership and management skills, past responsibilities in team management


• High sense of ethics and responsibility.


• Excellent communication and relationship building skills


• Strong focus on process improvement and project management


• Ability to lead and take initiative, and drive change


• Rigorous, organized and process-oriented


• Analytical, curious, and dynamic mind


• Flexibility and adaptability to changing priorities


• Computer knowledge, with MS Office (Word, Excel, Outlook)


• 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 :

• Customer operations experience in the pharmaceutical industry


• Good knowledge of management control principles and accounting principles


• Solid knowledge of SAP SD


• Experienced in managing inquiries from commercial team(s) and customer inquiries, with exceptional oral and written communication skills


• Knowledge of supply chain operations

LI-SS1

Alexion is a global biopharmaceutical company focused on serving patients and families affected by rare diseases and devastating conditions through the discovery, development and commercialization of life-changing medicines.

Headquartered in Boston, Massachusetts, Alexion has offices around the globe and serves patients in more than 50 countries.

Further information about Alexion can be found at : www.alexion.com.

Alexion 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 has taken critical steps to protect colleagues, loved ones, and patients from COVID-19 and its variants. All US-based employees must comply with Alexion’s COVID-19 vaccination mandate.

Alexion provides exceptions based on applicable state law as well as reasonable accommodations to meet the needs of candidates and employees.

To begin an interactive dialogue with Alexion regarding a legally required exemption or accommodation, please contact accommodations Alexion.

com. Alexion participates in E-Verify.

As a leading employer in our industry, Alexion offers a highly competitive package of base and incentive compensation as well as a comprehensive benefits program designed to support the health, wellness and financial security of our employees and their families.

Benefits include group medical, vision and dental coverage, group and supplemental life insurance, 401(k) with company match, tuition reimbursement, and much more.

AstraZeneca completed its acquisition of Alexion, marking the creation of Alexion, AstraZeneca Rare Disease. If you’re interested in career opportunities with AstraZeneca, click here.

Last updated : 2022-11-23