Global Digital & Web Ops Capability Leader

BioSpace; Philadelphia (Philadelphia County); On-site; USD 160,000 - 240,000; Full time

Job summary

Jazz Pharmaceuticals, Inc. is seeking a Global Capability Owner, Digital & Web Ops to lead the Digital & Web Ops team within Global Customer Experience Operations.

You will own the capability roadmap, governance, and measurable outcomes for web CMS, digital channel enablement, engagement capabilities, and patient apps. You will partner with Tech Leads, Activation, and vendor partners to ensure solutions align with capability priorities and enterprise standards, delivering value across franchises

Qualifications

• Bachelor’s degree in business, technology, marketing, science, or related field.
• 8+ years of experience in pharmaceutical, healthcare, or other highly regulated industries.
• Experience in digital product management, product ownership, or demonstrated experience managing the creation and delivery of a product roadmap within a cross-functional team.
• Experience working with web content management systems (e.g., Drupal), CRM and marketing automation platforms (e.g., Salesforce Health Cloud, SFMC), and digital channel enablement tools.

Responsibilities

• Define and articulate the capability vision, and outcomes aligned to global and franchise priorities in collaboration with key stakeholders.
• Own and continuously evolve the Digital & Web Ops roadmap, making prioritization and trade-off decisions to add the most value based upon user feedback.
• Translate business needs into capability solutions with measurable success metrics that drive impact across franchises and the business.
• Define and standardize channel activation frameworks across email, web, media, patient applications, and other engagement touchpoints.
• Own web governance and content management across branded and unbranded properties (standards, templates, publishing workflows, compliance).
• Connect business stakeholders and the Digital & Web Ops global capability team, ensuring requirements are clearly defined and aligned to strategically important business outcomes and success metrics.
• Partner closely with the Tech Lead to align business priorities with technical feasibility and delivery sequencing, ensuring trade-offs support agreed business outcomes.
• Partner closely with the Suite Lead to align capability priorities, scope and roadmap decisions with team-level business objectives, ensuring consistent focus on enterprise outcomes and value delivery.
• Define clear capability requirements, user stories, and acceptance criteria to enable efficient execution and alignment with business partner activity needs.
• Partner across the Customer Experience Organization to ensure seamless integration and influence ongoing capability evolution to support scalability, flexibility, and compliance requirements.
• Maximize enterprise commercial ROI by delivering integrated omnichannel performance insights that inform budget allocation, channel optimization, and portfolio prioritization decisions for senior leadership.
• Partner with Activation Leads as the primary interface for new capabilities, aligning on priorities and driving adoption of new capabilities across franchises and functions.
• Leverage user insights and engagement data to shape Digital & Web Ops capabilities that drive an improved customer experience (for both internal and external users).
• Lead discovery efforts, engaging directly with users and key stakeholders to deeply understand their needs, validate business value, and assess technical feasibility prior to development.
• Partner across Global Capability teams to deliver scalable, reusable Digital & Web Ops capabilities.
• Monitor capability adoption, outcome KPIs and engagement metrics to inform backlog prioritization and continuous improvement.
• Develop and manage documentation (PRDs, user stories, discovery artifacts), and sprint planning in partnership with the Tech Lead and development teams.
• Drive experimentation to improve Web CMS Capability, Digital Channel Enablement Capabilities, Engagement Capabilities, and Patient Apps outcomes.
• Leverage outcome metrics to articulate the capability's value proposition and its impact, promoting capability awareness across CX operations and foster a culture of engagement and feedback in partnership with Activation.

Skills

Capability frameworks

Web CMS

Agile product

AI / automation

Cross-functional collaboration

User research

Stakeholder management

Education

Bachelor’s degree in business, technology, marketing, science, or related field

Tools

JIRA

Confluence

Salesforce Health Cloud

SFMC

Job description

Jazz Pharmaceuticals, Inc. is seeking a Global Capability Owner, Digital & Web Ops to lead the Digital & Web Ops team within Global Customer Experience Operations.

You will own the capability roadmap, governance, and measurable outcomes for web CMS, digital channel enablement, engagement capabilities, and patient apps. You will partner with Tech Leads, Activation, and vendor partners to ensure solutions align with capability priorities and enterprise standards, delivering value across franchises