DirecciónThe Global Digital Performance Services Team Lead (“DPTL”) is a critical role responsible for operationalizing, delivering, and optimizing mature and/or business-critical capabilities related to online channel management (i.e., operations and optimization across SEO, SEM, web, and social media) within our company’s global services delivery setup. The DPTL is a Team Leader and people manager who is responsible for overseeing and optimizing all aspects of their team, including: development, growth, organization, hiring, administration, budgets, resources, processes, governance, and cross-functional relationships & collaborations. This role is of high complexity and high visibility – it requires comfort in making decisions and guiding a team in a fast-paced, global environment with regularly-changing priorities and a high-level of ambiguity & challenges. This role is a hybrid role that will require working from our Sant Cugat office a few days a week, as well as occasional international travel (both within and outside of the EU).
* Tasks and responsibilities *
Lead a team of individual Subject Matter (Service) Experts and Coordinators - as a people manager, the DPTL will be accountable for empowering and enabling their team to deliver online channel management services at global scale and for this, the DPTL will need to manage the development, growth, organization, hiring, and administration of their team and its members.
Enable, ensure, and be accountable for the on-time, high-quality, and ongoing delivery of online channel management services at global and daily scale. The DPTL will empower their team to deliver services in an efficient and effective manner by overseeing and participating in the creation, maintenance, and optimization of the team’s processes, best practices, governance, and organization. For this, the DPTL will need to leverage their own online channel management subject matter expertise, while also collaborating with other functions & managing processes with them.
Continuously measure, report, and improve both quality and costs of online channel management services delivery. The DPTL will need to make sure that improvement ideas are regularly created, evaluated, and implemented to continuously improve the performance of their team’s service delivery. In parallel, the DPTL will need to ensure that the quality and the costs of their team’s delivery are also constantly measured and reported transparently & accurately. As such, budget, resource, and delivery model management are all critical components of this role.
Manage the end-to-end lifecycle for new and existing online channel management services, focusing on the following 5 key areas: (1) co-developing and establishing cases for new services, (2) piloting newly-approved services, (3) implementing and scaling newly-established services; (4) stabilizing and optimizing delivery of new and existing services, and (5) providing support and issue resolution for new and existing services.
Help GCOs with piloting new technologies, new ways of working, and disruptive changes related to online channel management. The DPTL will be the priority partner to their related GCO(s) and through that partnership along with their team’s and their own online channel management and service delivery expertise, the DPTL will help scope out the pilot, will ensure that all required team resources are available and prepared, and will make sure that any and all learnings from the pilot are being captured and subsequently incorporated into the later delivery and scaling of related services.
Collaborate with IT counterparts to ensure platforms and systems meet business and global service delivery needs for online channel management. The DPTL will be accountable for describing and clarifying all business requirements needed to deliver a capability as a global service - this will include conducting technical assessments to evaluate the feasibility and effectiveness of the implemented strategies, tools, platforms, and processes. The DPTL will work closely with the respective IT counterpart(s) and GCO(s) to ensure that all deployed platforms and systems for online channel management meet these requirements and to discuss the future of platforms and tools, considering industry changes & potential technological enhancements that could improve service delivery. The DPTL will be accountable for acting as the interface with IT on behalf of the business.
As need be, transform any maturing and/or business-critical capabilities related to online channel management into new, globally-harmonized services to be delivered at global scale. As part of this transformation, the DPTL will need to work closely with the GCO to understand the requirements of the capability and the approaches required to turn the capability into a scalable service. Part of this alignment will be the split of accountability/authority between GCO and DPTL on platform developments & the demand management process.
*Requirements *
3 + years of team/people management & lateral leadership experience in large, globally-matrixed organizations
5+ years of proven success in services delivery – preferably in a Big Pharma, internal shared services setup
Demonstrated online channel management subject matter expertise, and experience in applying it to deliver services, provide guidance, share knowledge, and define processes
The global nature of this job requires being 100% fluent and comfortable in English - reading, writing, speaking, and presenting. Spanish and/or German skills (as well as other languages) are also a plus
Degree in management information systems (MIS), data engineering/data management, computer science, web analytics and big data, or similar with strong business acumen; or Degree in digital marketing, SEO/SEM/web optimization, business administration, or similar with strong technology and data acumen (in either case, Masters Degree is a plus or equivalent experience in the online channel management, data management, and digital marketing fields)
Experience working in global companies and for international stakeholders
Experience with service development from business case to implementation to delivering at scale
Exposure to managing budgets, contracts, vendors, and project resources
Background in continuous improvement activities, business process reengineering, operational excellence, and change management (Lean Six Sigma training/ certification is a plus)
Excellent written and verbal communication and Great interpersonal skills and ability to forge & maintain trusting, meaningful relationships within and across diverse teams
Able to navigate & simplify complexity and demonstrated aptitude to learn new things quickly, including the proven ability to connect big-picture concepts with in-depth details
Able and open to travel internationally on occasion (both within and outside of EU)
*#IamBoehringerIngelheim because… *
We are continuously working to design the best experience for you. Here are some examples of how we will take care of you:
Flexible working conditions
Life and accident insurance
Health insurance at a competitive price
Investment in your learning and development
Gym membership discounts
If you have read this far, what are you waiting for to apply? We want to know more about you!
All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.
