Senior Director, E2E Customer Experience Solutions (Remote/Flexible) at Insulet in Acton, Massachusetts

Job Description:

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

Job Title: Senior Director, E2E Customer Experience Solutions

Department: CTO

Manager/Supervisor: Group Vice President - Software Engineering

FLSA Status: Exempt

SOP Group: CTO

Position Overview:
The Senior Director, E2E Global Solutions is a critical leader of the Customer Facing Ecosystem Technology Team and reports to the Group Vice President, Customer Facing Software. This position has tactical and strategic ownership of our global CRM ecosystem's Functional Design, System Configurations and Operations across the globe. The ideal candidate must have strong technical and leadership experience overseeing multiple components of a CRM ecosystem in a multi-org, global structure and leading a team of ~100+ people. This position will be very customer centric and build an exceptional customer experience This position will oversee strategic planning and design of processes to deliver customer facing and CRM functionality across the 24+ countries where Omnipod products are sold. This includes technical ownership of the platform's strategic roadmap comprehensive of websites, portals, identity management and SFDC functions such as Experience Cloud, Health cloud, Service cloud and many other platform features. This role is also the owner of the E2E operations teams that include management of commercial product rollouts, production support, and the Customer Facing E2E operational processes.

This role will be responsible to build and head the group of leaders who will be responsible to own the E2E processes and delivery across the regions and across the E2E ecosystem. This role will be a strong people developer who can hire and develop directors who can then be responsible for their countries/regions and customers.

This role will also champion the change management in the organization and ensure we convert Insulet operating model from project mindset to product mindset across all the value streams in end-to-end customer experience domain.

The ideal candidate will also have experience running a global organization with employees and contractors scattered in multiple locations around the world. We have core 'on-shore' development leads in the UK and US, along with off-shore staffing in India and other potential locations. The ideal candidate must have run a near-shore and off-shore teams and have demonstrated success in hiring, managing and growing strong leaders within their functional structure.

This leader will be tasked with developing the next generation CRM platform for the US business units, owning the relationship with the CPXO Product Management organization, strategic vendors and other key stakeholders, delivering a strategic capability to the number one Insulet market, the United States. In addition, this leader will be responsible for designing new features across multiple customers experience ARTS in a very complicated delivery cycle. As the owner of the functional processes and commercial relationships, this leader is responsible for contract topics, vendor management and collaboration on roadmaps, quarterly business reviews, etc.

This leader will build the industry network to ensure we get the best out of our platforms and influence the product roadmap of our partner companies.

The Senior Director will be responsible for all CRM (SFDC) roadmap, solution designs & architecture, analysis, and configuration. This includes all processes for production support, new features and country roll-out initiatives and running a robust release management strategy.

Responsibilities:

• Manage the budget of ~$28M spread across FTE, vendors, Software licenses including both fixed and variable spend.


• Build capability to ensure SFDC audits, SOX controls and all FDA validation efforts are successful.


• A customer-centric role that will build a world class customer experience


• Lead the global deployment teams to deploy E2E products, that includes multiple platforms, across North America, EU, Asia, Latin America and , Middle East.


• Accountable for consistent delivery of solutions for Salesforce, IDM, and Drupal platforms that align with the franchises' roadmap.


• Partner with stakeholders internally from CPXO organization, franchise heads, commercial and regulatory organization to build and deliver the E2E value stream roadmap.


• Accountable for the CFSW-E2E CRM Ecosystem team's performance - ensuring a high performing team, leading a concerted effort to hire, train and retain top tier talent.


• This leader will build the industry network to ensure we get the best out of our platforms and influence the product roadmap of our franchises.


• Assists internal project manager(s) by identifying required tasks, timelines, dependencies, critical path, resource needs and risks.


• Support the team responsible for JIRA Align & Jira to resolve roadblocks and resource constraints.


• Lead and improve the global E2E CRM Center of Excellence (COE) standards, expanding the role to include Front End Platforms as well as the SFDC orgs.


• Develop and continue to iterate on the ecosystem product approach and solution designs necessary to 'productize' our customer ecosystem.


• Owner of the Next Gen US CRM platform program.


• Accountable for delivering and managing the E2E global vendor strategy.


• Accountable for the Production Support team in the CFSW-E2E group.


• Accountable to maintain continuity between E2E efforts and regulatory, data privacy, & validation teams.

Education and Experience:

• At least 15 years of experience working in a Salesforce.com functional lead, architect or development manager/director position.


• At least 10 years of experience working on projects related to Commercial/Sales process improvement is ideal.


• Strong knowledge of Salesforce.com concepts including standard object's structure, environment management, workflows, API integrations, reporting, general design concepts and overall approach of Salesforce.com as a CRM platform


• BS in an IT-related discipline such as Computer Science or equivalent experience. MBA a plus


• Experience building exceptional customer experiences


• Experience creating personalized experiences using framework like Data Flywheel


• Proven ability to lead the group of leaders who can own and deliver commercial processes and manage complex CRM strategies.


• Experience supporting or working with a Commercial organization, preferably in the pharmaceutical, medical device, or any other regulatory controlled industry.

Skills/Competencies:

• Influence at all levels of organization


• Self-sufficient, flexible, and motivated team player capable of managing several activities simultaneously.


• Skilled partnering with UX and product management to deliver customer-facing capabilities and experiences


• Ability to work in a deadline focused, dynamic environment, consistently producing deliverables within agreed upon timelines.


• Excellent communication, influencing and negotiating skills are critical.


• Sound writing skills. Must have the ability to express technical knowledge and processes in easily understood presentations.


• Positive, influencer, results driven, rational, logical, team player.


• Experience in the healthcare, pharma or medical device industry a plus

NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote

Additional Information:
The US base salary range for this full-time position is $217,650.00 - $326,475.00. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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