Senior Director, Customer Experience and Commercial Capabilities

The Senior Director Customer Experience and Commercial Capabilities will play a pivotal role in shaping the future of how our organization engages with customers across North America. Reporting to the Vice President Customer Experience Insights & Operations this leader will advance the companys commitment to delivering world-class customer experiences and harnessing the power of AI to transform how we work. By unifying strategy data technology AI and marketing this role will accelerate our ability to deliver seamless personalized and impactful experiences for customersand measurable results for the business. The Senior Director will lead a high performing cross-functional team and serve as a strategic partner to brand and functional leaders to scale capabilities enhance performance and unlock new opportunities for growth. This is a unique opportunity to lead a team at the forefront of biotechs evolutionwhere customer experience and artificial intelligence converge to drive innovation agility and meaningful impact for patients and the organization.

Key Responsibilities:

• Strategic Leadership
  • Develop and execute an enterprise Customer Experience (CX) strategy that spans therapeutic areas and integrates omnichannel engagement data science and AI-driven insights.
  • Partner with brand field medical and market access teams to align CX strategies with business objectives and launch goals.
  • Champion innovation by identifying emerging technologies data partnerships and digital opportunities that enhance customer engagement and commercial effectiveness.
• Functional Leadership
  • Lead and unify the following functions:
    • Omnichannel Center of Excellence strategy journey design orchestration and enablement.
    • Digital Measurement & Performance measurement frameworks dashboards KPIs and ROI analysis.
    • AI Strategy & Enablement governance education and application of generative and predictive AI.
• Execution & Partnership
  • Serve as a strategic advisor and subject-matter expert to brand and cross-functional teams ensuring advanced capabilities are embedded into commercial plans and execution.
  • Oversee CX implementation across launch brands ensuring agile execution alignment with field strategy and measurable impact.
  • Manage executive agency relationships (media digital) to drive innovation efficiency and consistent execution across brands.
• Team Leadership
  • Lead inspire and develop a diverse team of experts fostering a culture of innovation collaboration and accountability.
  • Establish clear goals and performance metrics champion professional development and create pathways for career growth.
• Enterprise Enablement
  • Advance Sobis enterprise CX strategyright-sizing frameworks tools and processes to align with Sobi-specific needs.
  • Build scalable governance and operating models that leverage speed agility and cross-functional collaboration

Qualifications :

Personal Attributes:

• Ability to be a strategic business partner - Demonstrates a deep understanding of how AI can drive business transformation and effectively partners with leaders across functions to deliver impact
• Comfortable navigating uncertainty with the ability to develop clear actionable plans and solutions in dynamic fast paced environments
• Excellent interpersonal oral and written communication skills confident executive presence; capable of engaging and influencing cross-functional teams
• Deeply committed to leveraging AI data and technology to create transformative solutions and drive a culture of continuous improvement
• Demonstrate behaviors in line with Sobis core values: Care Ambition Urgency Ownership and Partnership

Position Qualification:

• 15 years of progressive experience in biotech pharma or healthcare with a focus on marketing digital analytics or commercial operations
• Proven track record of leading cross-functional commercial or CX teams and delivering measurable business impact
• Deep understanding of omnichannel strategy data analytics AI applications and modern marketing technologies
• Experience managing agencies and external partners with a strong orientation toward innovation and efficiency
• Exceptional leadership communication and change-management skills with the ability to influence at all levels
• Bachelors degree in Marketing Business or related field required; MBA or advanced degree preferred

Additional Information :

Compensation and Total Rewards at Sobi

At Sobi we are dedicated to providing our employees with a comprehensive and industry-competitive total rewards package. Our compensation philosophy is designed to recognize and reward talent ensuring that your contributions are valued and reflected in your overall rewards.

Your total compensation at Sobi goes beyond just your base salary and annual bonus. It also includes a robust suite of benefits such as:

• A competitive 401(k) match to support your financial future.
• Tuition and wellness reimbursements to invest in your personal and professional growth.
• A comprehensive medical dental and vision package to prioritize your health and well-being.
• Additional recognition awards to celebrate your achievements.

The base salary range for this role is $214000-$275000. Each individual offer will be determined based on several factors including your experience qualifications and location. Additionally this role is eligible for both short-term and long-term bonuses as outlined in the plan details.

All Sobi employees need to demonstrate behaviors in line with Sobis core values: Care Ambition Urgency Ownership and Partnership. Are you ready to be on the Sobi team Come join a culture that empowers every person to be the person that makes a difference for rare disease.

Why Join Us

We are a global company with over 1700 employees in more than 30 countries and are committed to the societies where we operate. With a deeply skilled management team directing our day-to-day wins and a Board with a stellar track record were ready to take on the worlds diseases ailments and adversity. Our people believe they have the power to make a positive impact in others lives because thats exactly what we do here. If youre seeking a career that taps into your talents in a way that makes the world a better healthier place we just may have a job for you.

We know our employees are our most valuable asset and our culture conveys that. We offer a competitive benefits package to support the health and happiness of our staff.

Sobi Culture

At Sobi we refuse to accept the status quo. This is because we have witnessed first-hand the challenges facing those affected by rare diseases and have used this knowledge to shape our business to find new ways of helping them.

As a specialized biopharmaceutical company we are dedicated to rare diseases. And we see this focus as a strength. By effectively turning our research into ground-breaking treatments we help make medicine more accessible and open up more possibilities for patients and more opportunities for those caring for them. This has been our approach since day one but we know we cant change the world of rare diseases on our own. Accomplishing this requires strong partnerships with patients partners and stakeholders across the entire value chain. Together we define how our business can create solutions that serve the needs of those affected by rare diseases while facilitating sustainable growth.

An Equal Opportunity Employer

Sobi is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions at Sobi are based on business needs job requirements and individual qualifications without regard to race color religion or belief national social or ethnic origin sex (including pregnancy) age physical mental or sensory disability HIV Status sexual orientation gender identity protected veterans and/or expression marital civil union or domestic partnership status past or present military service family medical history or genetic information family or parental status or any other status or protected groups by the laws or regulations in the locations where we operate.

Sobi is an affirmative action and equal opportunity employer. Disabled/Veterans. If you are a qualified individual with a disability or a disabled veteran you may request a reasonable accommodation if you are unable or limited in your ability to use or access this website to apply for a vacancy as a result of your disability. You can request reasonable accommodations by sending an email to

COVID-19 Policy

For the safety of our employees and all individuals with whom we interact professionally Sobi North America requires all new hires in the U.S. to be fully vaccinated for COVID-19 with proof of vaccination status. We will consider requests for reasonable medical or religious accommodations as well as any state-specific exemptions as required by applicable law.

Remote Work :

No

Employment Type :

Full-time