Associate Director, Commercial Operations (Operations Support Lead)

The Role

We are seeking an experienced Associate Director to lead the development, enhancement, and management of Returns and other designated business processes, ensuring optimized workflows, timely execution, and a Best-in-Class Customer Experience. This role will collaborate closely with cross-functional teams to streamline business processes, address bottlenecks, and proactively implement improvements.

The Operations Support Lead will play a critical role in supporting the operational aspects of the end-to-end OTC (Order-to-Cash) transactions and other supporting processes for the US Commercial business. This includes overseeing processes as Returns (Seasonal and Non-Seasonal Products), Re-billing, and additional transactions with Finance, Tax, Supply Chain, and 3PL (Third Party Logistics) partners. This role is essential in ensuring seamless process support and enhancing the overall effectiveness of OTC functions, contributing to the broader goals of the U.S. Commercial business. Additionally, this role will support the OTC workstream for future insourcing.

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

• Product Management: Lead the lifecycle management of seasonal and non-seasonal returns products, from initiation to completion, ensuring alignment with company goals and customer satisfaction.
• Process Optimization: Identify and implement strategies to streamline the return processes, reduce costs, and improve efficiency.
• Data Analysis & Reporting: Monitor and analyze data trends related to all returns to inform strategic decisions and identify areas for improvement.
• Cross-Functional Collaboration: Partner with logistics, customer service, product development, and finance teams to ensure a cohesive and efficient approach to managing returns.
• Project Management: Oversee project timelines, budgets, and resource allocation for returns initiatives, ensuring deadlines are met and objectives achieved.
• Customer Experience Focus: Design and refine processes to enhance the customer experience during peak return periods, addressing pain points proactively.
• Other Operations Management
• Establish and monitor KPIs to track the success of the returns processes and other business improvements as defined, regularly reporting on progress to senior leadership
• Drive operational excellence in managing Contractual Terms and Conditions with Contracted Customers, ensuring the ongoing improvements to the Returns Process for Seasonal and Non-Seasonal Products.
• Function as the liaison and support for select vendors, including 3PL, Reverse Logistics, Contract Admin, and other supporting vendors on the daily coordination for data & support as provided by these vendors
• Oversee validation of critical data sets, ensuring data accuracy and quality
• Provide comprehensive Account management and Customer Service teams’ support, including reporting from multiple systems, working closely with the Account Management and Data Analytics teams.
• Process Improvement
• Collaborate with internal teams and external partners to advance digital capabilities across multiple internal and external Digital platforms.
• Identify and implement process improvements in the Reverse logistics workflow, aiming to maximize Account Management and Customer experience to include end to end visibility of the process and relevant data, and ensuring operational efficiencies.
• Provide dedicated support for the OTC workstream as part of the insourcing initiative projected for completion by 2026, working in partnership with internal stakeholders to develop and implement strategies that facilitate a smooth transition to insourced processes.
• Monitor progress, address challenges, and contribute to project planning efforts to ensure alignment with organizational goals.
• Lead the design, documentation, and refinement of business processes related to seasonal returns, ensuring scalability and alignment with company objectives, including liaising with key stakeholders across various departments to align returns initiatives with broader business strategies.
• Implement Lean, Six Sigma, or other methodologies to reduce inefficiencies and elevate the performance of the returns workflows and other designated business processes
• Collaborate with IT to identify and leverage technology solutions that streamline seasonal returns and other key business processes.
• Develop training materials and conduct sessions to ensure teams are equipped to handle seasonal processes efficiently.
• Additional Responsibilities
• Partner with Account Management, Supply Chain, 3PL Partner, and other key stakeholders to ensure 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.

Here’s What You’ll Need (Minimum Qualifications)

• Here’s What You’ll Need (Minimum Qualifications)

• Bachelor’s degree in Business, Supply Chain, Operations Management, or a related field.

• Minimum of 8 years’ experience in vaccines, pharmaceuticals, or related industries, with a focus on operational leadership, process optimization, and cross-functional collaboration.

• Demonstrated expertise in managing end-to-end operational workflows, including reverse logistics, returns processing, and order-to-cash transactions.

• Proven ability to lead projects and initiatives with significant impact on operational efficiency and customer experience.

Here’s What You’ll Bring to the Table (Preferred Qualifications)

• MBA or equivalent advanced degree in business, supply chain, or related fields preferred.

• Extensive experience in business process transformation, including implementing Lean, Six Sigma, or similar frameworks.

• Strong background in digital tools and platforms used for operations and workflow management, including experience in systems integration and data analytics.

• Exceptional attention to detail, with the ability to manage complex projects and processes effectively while ensuring alignment with organizational objectives.

• Expertise in stakeholder engagement and cross-functional leadership, with a proven ability to influence and collaborate across diverse teams, including external vendors and strategic partners.

• Familiarity with compliance and regulatory considerations in operational workflows (e.g., GxP, tax compliance, logistics regulations).

• Proficiency in project management tools and advanced Microsoft Office skills, particularly Excel and PowerPoint, to support reporting and analysis.

• A passion for innovation, problem-solving, and making a meaningful impact within a high-growth, transformational organization.

• A desire to make an impact as part of a high-growth, transformational company that is Bold, Relentless, Curious, and Collaborative.

• This role is expected to be in office 70% of the time with flexibility to work from home up to 30%.

Moderna is pleased to provide you and your family with a comprehensive and innovative suite of benefits, including:

• Highly competitive and inclusive medical, dental and vision coverage options
• Flexible Spending Accounts for medical expenses and dependent care expenses
• Lifestyle Spending Account funds to help you engage in personal enrichment and self-care activities
• Family care benefits, including subsidized back-up care options and on-demand tutoring
• Free premium access to fitness, nutrition, and mindfulness classes 
• Exclusive preferred pricing on Peloton fitness equipment
• Adoption and family-planning benefits
• Dedicated care coordination support for our LGBTQ+ community
• Generous paid time off, including:
  •    Vacation, sick time and holidays
  •    Volunteer time to participate within your community
  •    Discretionary year-end shutdown
  •    Paid sabbatical after 5 years; every 3 years thereafter
• Generous Paid Leave offerings, including 18 weeks of 100% paid parental leave for all new parents
• 401k match and Financial Planning tools
• Moderna-paid Life, LTD and STD insurance coverages, as well as voluntary benefit options
• Complimentary concierge service including home services research, travel booking, and entertainment requests
• Free parking or subsidized commuter passes
• Location-specific perks and extras!

About Moderna

Since our founding in 2010, we have aspired to build the leading mRNA technology platform, the infrastructure to reimagine how medicines are created and delivered, and a world-class team. We believe in giving our people a platform to change medicine and an opportunity to change the world. 

By living our mission, values, and mindsets every day, our people are the driving force behind our scientific progress and our culture. Together, we are creating a culture of belonging and building an organization that cares deeply for our patients, our employees, the environment, and our communities.

We are proud to have been recognized as a Science Magazine Top Biopharma Employer, a Fast Company Best Workplace for Innovators, and a Great Place to Work in the U.S.

As we build our company, we have always believed an in-person culture is critical to our success. Moderna champions the significant benefits of in-office collaboration by embracing a 70/30 work model. This 70% in-office structure helps to foster a culture rich in innovation, teamwork, and direct mentorship. Join us in shaping a world where every interaction is an opportunity to learn, contribute and make a meaningful impact.

If you want to make a difference and join a team that is changing the future of medicine, we invite you to visit modernatx.com/careers to learn more about our current opportunities.

Moderna is a smoke-free, alcohol-free and drug-free work environment.

Moderna is a place where everyone can grow. If you meet the Basic Qualifications for the role and you would be excited to contribute to our mission every day, please apply!

Moderna is proud to be an equal opportunity workplace and is an affirmative action employer.

Moderna is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry or citizenship, ethnicity, disability, military or protected veteran status, genetic information, sexual orientation, marital or familial status, or any other personal characteristic protected under applicable law. Moderna is an E-Verify Employer in the United States. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Belonging, Inclusion, and Diversity are critical to the success of our company and our impact on society. We’re focused on attracting, retaining, developing, and advancing our employees and believe that by cultivating diverse experiences, backgrounds, and ideas, we can provide an environment where every employee is able to contribute their best.

Moderna is committed to offering reasonable accommodations to qualified job applicants with disabilities. Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should contact the Accommodations team at leavesandaccommodations@modernatx.com.  (EEO/AAP Employer) 

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