Associate Director, Omnichannel Orchestration Global Capability Owner

Associate Director, Global Capability Owner, Omnichannel Orchestration

Building Global Capabilities in a Capability Operating Model to Power Our Business: 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 capability-oriented operating model, allowing business and technology teams to partner side by side in building, advancing, and delivering global capabilities across our enterprise. Cross-functional, empowered Global Capability teams own outcomes—not just outputs—and work from clear capability visions, strategies, and measurable goals. We prioritize user problems, validate solutions through experimentation and data, and iterate quickly to create real value for our users and the business. As part of this model, you'll collaborate closely with users, stakeholders, and technical teams across the organization, using discovery and delivery practices to ensure we're building the right things, in the right way, at the right time.

The Associate Director, Global Capability Owner, Omnichannel Orchestration provides hands-on capability leadership and strategic direction for the Global Capability team within the Campaign Orchestration team in Global Customer Experience Operations. Reporting to the Suite Lead, this role serves as the primary Global Capability leader for the Omnichannel Orchestration team and partners closely with the Tech Leads, the Activation Leads, development teams, and/or vendor teams to ensure solutions are aligned with capability priorities and global standards. The Global Capability Omnichannel Orchestration team delivers a customer journey orchestration capability that coordinates next-best actions and personalized engagement across marketing, field, and third-party channels, enabling coordinated, data-informed customer experiences and consistent execution across touchpoints. As the Global Capability Omnichannel Orchestration Owner, you will have primary accountability for developing the Global Capability, roadmap priorities, and measurable outcomes in collaboration with stakeholders for orchestration capabilities across core platforms, and their integration with activation platforms, covering decision logic, business rules, personalization enablement, and cross-channel optimization ensuring capabilities deliver meaningful, measurable impact for users and the business.

Essential Functions/Responsibilities

Key Responsibilities:

• Global Capability Strategy & Roadmap Ownership: Define and articulate the capability vision and outcomes aligned to global and franchise priorities in collaboration with key stakeholders. Own and continuously evolve the Omnichannel Orchestration roadmap, making prioritization and trade-off decisions to add the most value based upon user feedback. Translate business needs into capability solutions with measurable success metrics that drive impact across franchises and the business. Develop and maintain a unified roadmap for orchestration capabilities (e.g., next-best-action decisioning, cross-channel prioritization, business rules governance, reusable orchestration components), ensuring consistent execution and measurable impact across franchises.
• Collaboration: Connect business stakeholders and the Omnichannel Orchestration global capability team, ensuring requirements are clearly defined and aligned to strategically important business outcomes and success metrics. Partner closely with franchise Activation Leads to ensure capabilities effectively support activation needs, timelines, and in‑market execution across brands and end‑to‑end journeys. Partner closely with the Tech Lead 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 capability priorities, scope and roadmap decisions with team-level business objectives, ensuring consistent focus on enterprise outcomes and value delivery. Define clear capability requirements, user stories, and acceptance criteria to enable efficient execution and alignment with business partner activity needs. Partner across the Customer Experience Operations Organization to ensure seamless integration and influence ongoing capability evolution to support scalability, flexibility, and compliance requirements. Enable scalable, compliant, and personalized customer engagement by owning marketing automation and CRM capabilities that standardize campaign activation, data governance, and performance measurement across brands and end to end journeys.
• User-Centered Solution Development: Leverage user insights and engagement data to shape Omnichannel Orchestration capabilities that drive an improved customer experience (for both internal and external users). Lead 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 teams to deliver scalable, reusable Omnichannel Orchestration capabilities. Monitor capability adoption, outcome KPIs and engagement metrics to inform backlog prioritization and continuous improvement. Develop and manage documentation (PRDs, user stories, discovery artifacts), and sprint planning in partnership with the Tech Lead and development teams. Drive experimentation to improve Omnichannel Orchestration Engine outcomes. Leverage outcome metrics to articulate the capability's value proposition and its impact, promoting capability 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 capability frameworks, prioritization logic, and governance standards. Strong understanding of customer data ecosystems, segmentation/targeting concepts, and how decisioning integrates with downstream channel execution systems. Familiarity with enterprise journey orchestration platforms or engagement decisioning systems and Field Next-Best-Action solutions. Experience designing scalable decision logic, prioritization frameworks, and business rule governance. Knowledge of targeting, segmentation, and personalization engines. Experience working within Agile capability development and capability operating models. Experience with tools such as JIRA, Confluence, or similar capability 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 capability 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 - 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/capabilities 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. 8+ years of experience in pharmaceutical, healthcare, or other highly regulated industries Experience in digital capability management, capability ownership, or demonstrated experience managing the creation and delivery of a capability roadmap within a cross-functional team. Experience working with CRM, orchestration, or customer engagement technologies

Working Requirements:

20-30% travel will be required.