Operations Lead
hace 14 horas
Madrid
IF YOU ARE INTERESTED, PLEASE SHARE YOUR CV IN ENGLISH LANGUAGE ONLY! Who are we? We are a technology-led healthcare solutions provider. We are driven by our purpose to enable healthcare organizations be future ready. We offer accelerated, global growth opportunities for talent that’s bold, industrious, and nimble. With Indegene, you gain a unique career experience that celebrates entrepreneurship, and is guided by passion, innovation, collaboration, and empathy. To explore exciting opportunities at the convergence of healthcare and technology, check out _ What if we told you that you can move to an exciting role in an entrepreneurial organization without the usual risks associated with it? We understand that you are looking for growth in your career at this point and we would love for you to join us in our journey and grow with us. At Indegene, our roles come with the excitement you require at this stage of your career with the reliability you seek. We believe in creating leaders of tomorrow and mentor our leads to help them grow and nurture them as people managers and account managers. We are a rapidly growing global organization and are scouting for the best talent for this phase of growth. With us, you are at the intersection of two of the most exciting industries of healthcare and technology. We offer global opportunities with fast-track careers while you work with a team that is fueled by purpose. The combination of this will lead to a truly differentiated experience for you. If this excites you, then apply below. Role Overview • The Operations Lead is responsible for driving operational excellence, delivery governance, and production stability across campaign, channel, platform, and web operations for the Spain market. This includes oversight of Salesforce Marketing Cloud (SFMC), Veeva (CRM & Vault PromoMats), and WordPress–based execution., • The role ensures consistent quality, compliance, predictability, and operational rigor across customer engagement programs by establishing strong processes, capacity models, quality frameworks, and performance oversight., • The Operations Lead partners closely with Delivery teams, Platform Leads, QA, and engagement lead to ensure teams are production‑ready, SLAs are met, risks are proactively mitigated, and Spain‑specific expectations around precision, documentation, and governance are upheld. Key Responsibilities a. Operational Governance & Execution Oversight • Oversee operational performance across campaign and channel execution, including email, messaging, event operations, CRM workflows, and web operations., • Govern execution across SFMC (campaigns & journeys), Veeva CRM & Vault PromoMats (material workflows, reviews, approvals), and WordPress (site updates, modular page builds, releases)., • Ensure consistent adherence to SOPs, approval workflows, QA checkpoints, and compliance standards across platforms., • Enforce zero‑defect quality standards, with strong focus on pre‑production readiness, in‑market accuracy, and post‑release validation., • Act as escalation owner for systemic operational risks, recurring issues, and cross‑platform dependencies. b. Capacity, Utilization & Efficiency Management • Own capacity planning, utilization tracking, and demand–supply balancing across campaign ops, SFMC, Veeva, web operations, QA, and development teams., • Track forecast vs. actual effort across platforms and delivery types (campaigns, material updates, site changes)., • Identify effort leakage, rework drivers (e.g., review cycles, approval delays), and planning gaps, and drive corrective actions., • Support margin and efficiency targets through strong effort governance and early deviation flagging. c. Quality Governance, Compliance & Risk Management • Establish and govern quality frameworks across:, • Campaign execution (SFMC), • Material lifecycle management (Veeva Vault), • CRM deployments (Veeva CRM), • Web releases and updates (WordPress), • Ensure compliance with data privacy, GDPR, HIPAA, pharma promotional regulations, and client‑specific review models, with heightened rigor for Spain., • Lead root cause analysis (RCA) for defects, deviations, and audit findings; institutionalize preventive actions (PAPs)., • Monitor and mitigate risks related to regulatory reviews, dependency bottlenecks, and release readiness. d. Production Team Enablement & Platform Readiness • Partner with Delivery and Capability Leads to ensure teams are skill‑ready and platform‑ready across SFMC, Veeva, and WordPress., • Ensure strong understanding of platform workflows, approval models, dependency management, and handoffs., • Identify capability gaps and support targeted upskilling across campaign operations, CRM, web ops, and QA., • Promote a culture of operational discipline, documentation, and controlled execution. e. Client & Market Alignment (Spain Focus) • Act as the operations counterpart for Spain stakeholders, ensuring clarity, predictability, and transparency across platforms., • Ensure execution aligns with Spain market expectations for accuracy, documentation, turnaround time adherence, and audit readiness., • Support governance forums, operational reviews, and service reporting with insights across campaigns, CRM, and web operations., • Anticipate market‑specific operational challenges and proactively adapt execution and governance models. f. Operational Maturity & Continuous Improvement • Drive operational maturity through automation, standardized workflows, and performance dashboards across SFMC, Veeva, and WordPress., • Establish metrics for SLA adherence, defect rates, turnaround time, review cycle efficiency, and throughput., • Build reusable assets, templates, and checklists across campaign, CRM, and web delivery., • Stay current with SFMC, Veeva, and web‑ops best practices relevant to regulated pharma environments. Desired Profile • 10–14 years of experience in Operations Management, Delivery Governance, or Campaign & Platform Operations., • Mandatory experience with Marketing Automation platforms, preferably Salesforce Marketing Cloud (SFMC)., • Working experience with Veeva CRM and Veeva Vault PromoMats is strongly preferred., • Good understanding of WordPress‑based web operations (updates, releases, QA, governance)., • Strong understanding of campaign execution, material workflows, approval models, QA, and multi‑channel operations., • Proven experience managing capacity, utilization, quality, and operational governance at scale., • Experience working with Spain or high‑rigor markets highly desirable., • Strong analytical and stakeholder management skills., • B.E./B.Tech/BCA/B.Sc with MBA/PGDM preferred. EQUAL OPPORTUNITY: Indegene is proud to be an Equal Employment Employer and is committed to the culture of Inclusion and Diversity. We do not discriminate on the basis of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical ability, or any other characteristics. All employment decisions, from hiring to separation, will be based on business requirements, candidate’s merit and qualification. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristics.
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