VP, Customer Engagement Operations

Boehringer Ingelheim; Ridgefield (CT); On-site; USD 288,000 - 432,000; Full time

Job summary

Boehringer Ingelheim offers a senior leadership role based in Ridgefield, CT, driving end-to-end Customer Engagement Operations across Commercial and Medical. You will orchestrate strategy, governance, and execution for content, channels, and field teams, while building a high-performance, data-driven organization that delivers value for patients and customers.

The role requires executive experience, MBA preferred, and a track record of leading large teams and budgets in a global company.

Qualifications

• Executive-level problem solving and analytical skills with strong business judgment.
• Experience coordinating across Commercial and Medical teams and global leadership.
• Proven ability to define and execute enterprise-level strategy with budget responsibility.

Responsibilities

• Define and lead enterprise engagement strategy across commercial and medical units.
• Oversee agency partnerships, creative development, and media strategy at scale.
• Translate omnichannel strategy into integrated field execution and governance.
• Drive data-informed decision making and performance measurement across teams.
• Lead and develop senior managers and teams; manage budgets and actions.

Skills

Executive leadership

Omnichannel engagement

Cross-functional leadership

Budget management

Global management communication

Analytics for performance

Strategic planning

Agency & media governance

Education

Bachelor’s degree

MBA preferred

Job description

The base salary range for this position is $288,000 to $432,000. The position may be eligible for a role specific discretionary bonus, relocation, and/or other compensation elements. We continuously review market data and may adjust salary ranges as needed in the future. Actual compensation will be based on job-related factors such as skills, experience, and qualifications, and other factors permitted by law. For an overview of our benefits.

Description

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides an opportunity for all employees to collaborate internationally, offering visibility and the opportunity to directly contribute to the company's success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees. The Vice President, Customer Engagement Operations is responsible for leading the end-to-end Customer Engagement Operations strategy and execution for key US Human Pharma offerings including Media CoE, Agency Operations, Creative solutions, HPRC, Incentive Compensation, CFT Operations, Speaker Bureau and Congress & Mtgs Mgt across commercial and medical to deliver a seamless, data-driven, and customer-centric experience. These offerings are created and available to support several internal customers within the HP organization including Therapeutic Areas teams, Value & Access, Medicine, Patient Excellence and senior leadership. This role is accountable for orchestrating strategy and execution across content, channels, field teams, home office teams, and operationalize the infrastructure to execute these offerings while ensuring alignment across Commercial and Medical organizations and maximizing impact across all customer segments. This includes oversight of core operational capabilities such as Incentive Compensation, Customer Facing Team Operations, Congress & Meetings Management, and related governance and execution processes that enable effective commercial and medical operations. The Vice President, Customer Engagement Operations position has significant impact in the development of strategic initiatives targeted to improve the efficiency and productivity of the HP organization. This role leads and supports various distinct areas referred above to further enable the HP organization to operate efficiently, grow and maximize profitability for the organization, and maximize the value we create for customers. The incumbent will lead role in the strategic design and oversight of customer-facing activities, as appropriate as well as provide leadership to a large team charged with supporting teams across the HP organization. This role drives delivery of innovative approaches to optimize therapeutic areas, HP functions, and customer engagements, while establishing performance measurement approaches, success metrics, and governance frameworks to assess the effectiveness of customer engagement strategies and operational capabilities.

This position is based in Ridgefield, CT.

Duties & Responsibilities

• Accountable for defining and leading the enterprise engagement strategy across Commercial and Medical, ensuring a cohesive and customer-centric approach to content, channels, and interactions. This includes oversight of the end-to-end content ecosystem (excluding AI product and application ownership), speaker bureau operations, and the integration of digital and in-person engagement models
• Ensure alignment and optimization across all customer touchpoints by leading agency partnerships, creative development, and media strategy to deliver consistent, high-quality, and compliant customer experiences at scale
• Translate omnichannel strategy into seamless execution across customer-facing teams, ensuring that field engagement models are fully integrated, coordinated, and aligned with enterprise priorities. Includes leadership of Customer Facing Team (CFT) operations and the alignment of field execution with HPRC and broader governance structures
• Ensure that customer engagement is consistent, compliant, and data-informed across all channels, while driving continuous improvement in how field teams deliver value to healthcare providers and patients through integrated experiences
• Accountable for the design, integration, and performance of core operational capabilities supporting Commercial and Medical organizations, ensuring processes, governance, and infrastructure enable effective execution of business strategy
• Oversight of key operational domains such as Congress and Meeting Management (CMM), Customer Facing Team operations, Incentive Compensation, as defined by the evolving operating model
• Ensure these capabilities are aligned, scalable, and optimized to drive performance, enable decision-making, and support organizational effectiveness
• Drive cross-functional excellence initiatives that enhance customer, patient, and healthcare provider experiences across the enterprise, including establishing and evolving frameworks that support continuous improvement in engagement and experience delivery
• Enhance Medical and Patient Excellence capabilities based on strategic priorities, as appropriate. This accountability focuses on embedding best practices, scaling innovation, and ensuring that experience excellence becomes a sustained organizational capability rather than discrete initiatives
• Create a performance-based team culture with clear accountability and a sense of urgency for achieving results
• Lead (recruit, hire, coach, develop, motivate, manage and monitor performance) managers and/ or professionals in department specific knowledge, process and procedures
• Set job expectations, provide regular feedback, conduct timely MAG reviews, identify performance challenges, create action plans and monitor the effectiveness of those action plans
• Complete Career Planning and competency assessment to ensure professional development of department members

Requirements

• Bachelor’s degree; MBA preferred
• Minimum twelve (12) years of relevant pharmaceutical, customer engagement, commercial, marketing, operations, or related experience
• Executive-level problem solving and analytical skills, combined with impeccable business judgment and ability to communicate with global management teams
• Experience working across Commercial and Medical teams, with the ability to align priorities and drive consistent execution
• Deep expertise in omnichannel engagement and customer-facing execution required, including alignment of content, digital, and field-based engagement to deliver integrated customer experiences
• Significant leadership experience leading large, complex, and cross-functional organizations, including experience leading leaders
• Must be a strategic leader who has experience leading large, complex teams and budgets
• Proven ability to define and execute enterprise-level strategy required, with strong executive-level problem solving, business judgment, and communication skills to influence senior and global leadership teams
• Experience managing agency, media, and content ecosystems preferred, including external partner governance and optimization of internal/external capabilities
• Strong collaboration and relationship-building skills required, including working with global teams and external partners
• Experience using technology, data, and analytics to improve performance preferred
• Demonstrated ability to create financial and operational objectives across business departments
• Experience leveraging analytics and insights to drive performance optimization preferred, including development of metrics-based decision frameworks

Eligibility Requirements

• Must be legally authorized to work in the United States without restriction
• Must be willing to take a drug test and post-offer physical (if required)
• Must be 18 years of age or older

Additional Duties & Responsibilities

• Accountable for acting as a senior integrator across Commercial, Medical, Patient, Global, and enabling functions, ensuring alignment of strategy, operations, and execution
• Operates across organizational boundaries to connect content, channel strategy, field execution, and operational infrastructure into a cohesive system
• Partner with senior stakeholders to define priorities, resolve trade-offs, and drive enterprise outcomes, while ensuring compliance, governance, and consistency in how capabilities are deployed and scaled
• Accountable for content governance and risk evaluation processes that ensure customer-facing content is compliant, accurate, and aligned with enterprise standards
• Provides expert assessment and recommendations on content-related risks and serves as a key decision-influencing authority for risk mitigation and escalation, with significant impact on regulatory compliance, business continuity, and company reputation

Our Company

Boehringer Ingelheim is a biopharmaceutical company active in both human and animal health. As one of the industry's top investors in research and development, the company focuses on developing innovative therapies that can improve and extend lives in areas of high unmet medical need. Independent since its foundation in 1885, Boehringer takes a long‑term perspective, embedding sustainability along the entire value chain. Our approximately 54,300 employees serve over 130 markets to build a healthier and more sustainable tomorrow. Learn more at www.boehringer-ingelheim.com.

Why Boehringer Ingelheim?

With us, you can develop your own path in a company with a culture that knows our differences are our strengths - and break new ground in the drive to make millions of lives better.

Here, your development is our priority. Supporting you to build a career as part of a workplace that is independent, authentic and bold, while tackling challenging work in a respectful and friendly environment where everyone is valued and welcomed.

Alongside, you have access to programs and groups that ensure your health and wellbeing are looked after - as we make major investments to drive global accessibility to healthcare. By being part of a team that is constantly innovating, you'll be helping to transform lives for generations.

Want to learn more? Visit https://www.boehringer-ingelheim.com