Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.
At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.
If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together
SUMMARY:
Operational leadership for customer experience (CX) and retention initiatives within a highly regulated pharmaceutical environment. This role oversees vendor-driven marketing operations, Veeva promotional submissions, data and reporting, and cross-functional execution while proactively identifying opportunities to optimize processes, resolve complex operational challenges, and scale business value. The ideal candidate functions with a high degree of autonomy, thrives in ambiguous environments, and connects detailed execution to overarching CX and retention objectives.
PRIMARY DUTIES:
Lead day-to-day operational activities supporting enterprise CX and retention initiatives across commercial operations.
Manage external vendor relationships, including deliverable tracking, performance monitoring, contract execution, and complex issue resolution.
Own and manage end-to-end Veeva submission processes, ensuring marketing and promotional materials are accurately prepared, submitted, tracked, and compliant with regulatory standards and timelines.
Review, interpret, and synthesize disparate data and reporting from multiple vendors across varied formats, structures, and levels of detail.
Identify data discrepancies, market trends, performance gaps, and optimization opportunities; translate raw vendor data into clear, actionable business insights.
Partner with internal analytics and data teams to validate vendor inputs, streamline reporting workflows, and build scalable reporting infrastructure.
Navigate evolving systems and processes, translating ambiguous or incomplete requests into structured execution plans and actionable next steps.
Drive continuous process improvement across vendor management, promotional review workflows, reporting systems, and CX capabilities.
Collaborate cross-functionally with Account Management, Marketing, Customer Experience, Data, and Compliance to maintain operational alignment and anticipate project risks.
EXPERIENCE:
10+ years of operational experience within the pharmaceutical industry, specifically focused on commercial operations, marketing operations, or CX capabilities.
Direct, hands-on experience navigating Veeva submission systems and promotional review/approval (MLR) processes.
Proven background managing complex third-party marketing, data, and technology vendors, including contract oversight and SLA performance management.
Demonstrated experience synthesizing unstructured datasets and creating executive-level operational reporting.
LANGUAGE SKILLS:
Ability to read, understand, and interpret job-related documents, instructions, policies, and communications in English. Ability to communicate effectively in English, both verbally and in writing, with employees, customers, vendors, and other business partners, as applicable to the position.
QUALIFICATIONS / REQUIRED EDUCATION:
Bachelor’s Degree in Marketing, Business Administration, Healthcare Management, Data Analytics, or a related field; master's degree or industry certifications preferred.
Strong proficiency with Veeva Vault…