Head of Customer Experience & Operations (Healthcare)

CSL Plasma Inc.; Summit (NJ); Hybrid; USD 245,000 - 300,000; Full time

Benefits offered by this job

Hybrid work model

Total compensation with incentives and

Job summary

CSL Seqirus seeks a Director of Customer Engagement to own the customer support strategy and operating model within a highly regulated healthcare setting. You will drive cross-functional initiatives across Commercial Operations to achieve service excellence, efficiency, and revenue growth, translating data into clear executive insights.

The role covers five pillars—operating model, budget/cost management, leadership development, digital enablement, and cross-functional partnership—while building

Qualifications

• Bachelor's degree in Business Administration or related field.
• MBA or advanced degree preferred.
• 10+ years of progressive experience in customer experience, customer support, or commercial operations.
• Experience leading people and building high-performing teams.
• Vaccine/regulated healthcare industry experience desirable.

Responsibilities

• Own end-to-end customer engagement strategy and operating model across a highly regulated healthcare environment.
• Lead five pillar areas: operating model, budget & cost management, leadership development, digital enablement, and cross-functional partnership.
• Partner with Finance to ensure cost-to-serve discipline and drive downstream financial outcomes.
• Build and develop leadership teams, establish performance standards, and manage HR elements.
• Drive digital enablement and automation to improve speed, accuracy, and consistency of customer interactions.

Skills

Leadership

Strategic thinking

Communication

Cross-functional collaboration

Project management

Education

Bachelor's degree in Business Administration or related field

MBA or advanced degree preferred

Job description

CSL Seqirus seeks a Director of Customer Engagement to own the customer support strategy and operating model within a highly regulated healthcare setting. You will drive cross-functional initiatives across Commercial Operations to achieve service excellence, efficiency, and revenue growth, translating data into clear executive insights.

The role covers five pillars—operating model, budget/cost management, leadership development, digital enablement, and cross-functional partnership—while building