Senior Manager, KOL & External Engagement Platforms Global Capability Owner

Global Capability Owner For Kol & External Engagement Platforms

At Jazz, we are reimagining how we design and deliver more precise customer experiences, enabled by new technologies, modern ways of working, and high performing team behaviors. Through this work, we enable teams to better understand patients, caregivers, and HCPs, anticipate their needs across the enterprise, deliver timely and personalized engagement, and orchestrate seamless, end-to-end experiences as One Jazz. To power this ambition with both speed and scale, we are embracing a new product-oriented operating model, allowing business and technology teams to partner side by side in building, advancing, and delivering global capabilities across our enterprise.

The Global Capability Owner for KOL & External Engagement Platforms provides hands-on product execution and delivery for the KOL & External Engagement Platforms team within the Customer Operations team. Reporting to the team Lead, this role serves as the primary global capability product owner and partners closely with Tech Leads, development teams, Activation, and vendor partners to ensure solutions align with priorities and enterprise standards.

The Global Capability KOL & External Engagement Platforms team provides an enterprise-grade event and engagement management platform and infrastructure that enables compliant planning, execution, and performance tracking of the external engagement ecosystem, including speaker programs, congresses, events, and engagements across KOLs, HCPs, patients, healthcare organization stakeholders, and caregivers.

As the Global Capability Owner, you will support the delivery of Customer Engagement Platforms (Patients, Caregivers, Healthcare Professionals, Healthcare Organizations), ensuring capabilities deliver meaningful, measurable impact for users and the business.

Essential Functions/Responsibilities

Key Responsibilities:

• Global Capability Product Strategy & Roadmap Ownership
• Define the product vision and outcomes aligned to global and franchise priorities in collaboration with key stakeholders ensuring platforms strengthen Jazz's credibility with the medical community.
• Lead the ongoing evolution of the KOL & External Engagement Platforms roadmap, making prioritization and trade-off decisions to add the most value based upon objective data and user feedback.
• Translate business needs into product solutions with measurable success metrics that drive impact across franchises and the business.
• Drive delivery of a global roadmap that sequences platform governance, workflow improvements, and engagement capability enhancements across the Customer Engagement Platform (Patient, Caregiver, HCP, Healthcare Organizations), and related tools to improve execution efficiency, event performance tracking, and compliant KOL engagement at scale.
• Collaboration
• Connect business stakeholders (e.g., franchises, regions, finance, contracting) with the KOL & External Engagement Platforms global capability team, ensuring requirements are clearly defined and aligned to strategically important business outcomes and success metrics.
• Partner closely with the Global Capability Owner and Tech Leads 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 product priorities, scope and roadmap decisions with team-level business objectives, ensuring consistent focus on enterprise outcomes and value delivery.
• Define clear product requirements, user stories, and acceptance criteria to enable efficient execution and alignment with business partner activity needs.
• Partner across the Customer Experience Organization to support seamless integration and ongoing product evolution to support scalability, flexibility, and compliance requirements
• Drive more impactful engagement and measurable outcomes by enabling scalable planning, execution, and measurement of external activities and programs.
• Design scalable approach to KOL identification, end-to-end co-creation workflow and annual planning, aligning systems and tools to facilitate a global approach.
• User-Centered Solution Development
• Apply user insights and engagement data to inform the design and evolution of KOL & External Engagement Platform capabilities that enhance the customer experience for both internal and external users.
• Participate in and support discovery efforts, engaging directly with users and key stakeholders to deeply understand their needs, validate business value, and assess technical feasibility prior to development
• Delivery, Optimization & Value Realization
• Partner across Global Capability product teams to deliver scalable, reusable KOL & External Engagement Platforms capabilities.
• Monitor product adoption, outcome KPIs and engagement metrics to inform backlog prioritization and continuous improvement.
• Manage documentation of (PRDs, user stories, discovery artifacts), and sprint planning in partnership with the Tech Lead and development teams.
• Contribute to experimentation to improve Customer Engagement Platform (Patient, Caregiver, HCP, Healthcare Organizations) outcomes.
• Leverage outcome metrics to articulate the product's value proposition and its impact, promoting product awareness across CX operations and foster a culture of engagement and feedback in partnership with Activation.

Required Knowledge, Skills, and Abilities

Technical Skills:

• Experience designing scalable product frameworks, prioritization logic, and governance standards.
• Strong understanding of event and engagement management platforms, KOL engagement tools, and vendor-supported engagement solutions including SpotMe and VDE.
• Knowledge of KOL engagement strategy, event execution workflows, HCP compliance requirements, and performance tracking frameworks, including how platform configuration and process design impact program efficiency, audit readiness, and engagement quality.
• Experience working within Agile product development and product operating models.
• Experience with tools such as JIRA, Confluence, or similar product management and collaboration platforms.
• Experience using AI, automation, or agentic workflows to enhance learning design, delivery, or learning operations
• Experience partnering with end users across product discovery, design, and deployment.

Business Skills:

• Customer Journey Understanding – ability to see customer's end-to-end experience clearly and use it on an ongoing basis for go to market strategic, tactical and measurement decisions, while anticipating needs across touchpoints.
• Make practical decisions that improve journey and outcomes.
• Cross functional Matrix Collaboration – ability to work fluidly across teams and reporting lines respecting SME, coordinating shared work, ensuring progress even when accountability is distributed – supporting decisions with professional alignment and focus on collective success.
• Deeply understands and values unique capabilities and perspectives of diverse functions.
• Problem Solving - The ability to break down complexity, identify root causes, and experiment with solutions using an adaptive, learning‑oriented approach.
• Managing Competing Priorities— ability to navigate shifting demands with clarity and adaptability, focusing effort where it creates the greatest future impact while keeping work moving.
• Decision‑Making - ability to make transparent, criteria based decisions by weighing options, risks, and implications and aligning others around the path forward.
• Continuous Improvement — ability to regularly improve processes/products through reflection and iteration, generates new options and approaches when constraints exist, growth mindset, challenges status quo.

Required/Preferred Education and Licenses Qualifications:

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

6+ 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 event and engagement management platforms, engagement tools, and vendor-supported engagement solutions.

Preferred / Additional Qualifications:

Advanced degree (MBA or relevant graduate degree) preferred.

Experience working in a product operating model.

Experience partnering with Product teams supporting digital and operational capabilities.

Advanced degrees may offset a portion of required years of experience, consistent with global hiring guidelines.

Experience working in rare disease or specialty brands, with strong understanding of unique stakeholder dynamics.

Working Requirements:

20 to 30% travel will be required.

Jazz Expected Behaviors:

• Demonstrates ownership and accountability, taking responsibility for outcomes and driving work forward with urgency, clarity, and a focus on impact.
• Leads with curiosity and a Growth Mindset, actively exploring user needs, emerging technologies, and new ways of working to elevate capability and innovation.
• Embraces change as a learning opportunity, adapting quickly, modeling resilience, and helping others navigate dynamic environments.
• Acts with a One Jazz mindset, prioritizing enterprise value, breaking down silos, and building strong, trust-based partnerships across teams.
• Delivers high performance results, setting ambitious goals, challenging assumptions, and consistently driving measurable business impact.
• Models inclusive, collaborative leadership, creating space for diverse perspectives and empowering others to contribute their best work.
• Invest in continuous learning, developing personal skills while coaching and elevating the capabilities