**Description** Associate Director The Associate Director, VeTS System & Support provides leadership and oversight to ensure high-level customer service, compliance, and technical leadership. This role offers mentorship and coaching to a team of professionals, focusing on department/business goals, service, efficiency, and compliance. The position holder acts as a leader in organizational effectiveness and change, leveraging expertise in operations, process improvement, technology, and customer feedback. The AD, VeTS System & Support ensures the functional excellence of teams through the hiring, development, and retention of key talent. Regularly reviews and evaluates opportunities to improve Customer Service operations and functions. This role serves as a resource for organizational effectiveness, call center systems and data analysis, third-party vendor management, and innovative process and technological improvement, ensuring a positive customer experience. The incumbent drives the exploration and implementation of innovative and next-generation insight services and other emerging technologies. The AD, VeTS System & Support leverages expertise in technical knowledge and project management to achieve broad objectives. The incumbent proactively identifies projects, activities, and process improvements for the department and manages them with attention to detail until completion. This role drives strategic business initiatives and projects from development through successful execution under the guidance of senior leadership. The position holder is responsible for timely data collection, compilation, and analysis of operational data from various data sources. This role creates high-level reports and trend analyses, identifies potential issues, and keeps leadership informed. Senior Associate Director The Senior Associate Director, VeTS System & Support provides Comprehensive leadership and strategic oversight to ensure high-level customer service, compliance, and technical leadership. The incumbent offers mentorship and coaching to a team of professionals, focusing on department/business goals, service, efficiency, and compliance. This role acts as a leader in organizational effectiveness and change, leveraging expertise in operations, process improvement, technology, and customer feedback. The SR AD, VeTS System & Support is responsible for and drives functional excellence of the teams through hiring, development and retention of key talent and regularly reviews and evaluates opportunities to improve customer service, operations, and functions. This role serves as an expert resource for organizational effectiveness, call center systems and data analysis, third party vendor management, innovative process, and technological improvement, ensuring a positive customer experience. The SR AD, VeTS System & Support proactively drives the exploration and implementation of innovative and next generation insight services and other emerging technologies. This role leverages Subject Matter Expertise (technical knowledge, project management) to achieve broad objectives and proactively identify projects, activities and process improvements for the department and manages them with detail to their completion. This position is responsible for the oversight of strategic business initiatives and projects from development through successful execution in collaboration with senior leadership. The incumbent is responsible for timely data collection, compilation, and analysis of operational data from various data sources and creating high level reports, trending, identification of potential issues and keeping leadership informed. **Duties & Responsibilities** AD + Leads, develops, and supervises professional and/or technical staff, ensuring all aspects of Performance Management are addressed. This includes robust Development Plans, Team Goals, Core Job Expectations, and Competencies for all staff members. These goals and objectives should align with the overall annual goals and milestones set for the AH business. + Promotes functional excellence within the teams by hiring, developing, mentoring, and retaining key talent. + Acts as a liaison between the VeTS team and Pharmacovigilance, Sales and Marketing, and Commercial Operations, overseeing the development of successful working relationships. + Facilitates regular staff meetings to communicate vision, foster collaboration, and build relationships with stakeholders. + Identifies and resolves issues, utilizing internal resources including budget, consultants, and vendors to achieve objectives. + Develops and administers daily staffing/scheduling system. + Facilitates the communication and translation of business user requirements between the customer community (including both internal and external customers) and the internal IT team. + Drive process simplification and implementation of effective processes and processed within our organization. + Provides data analytics to VeTS Leadership and Global PV Leadership to assess operational performance. + Determines team operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Identifies and evaluates necessary technologies, defines user requirements, establishes technical specifications, and sets production, productivity, quality, and customer-service standards. + Sets and executes a quality program to ensure a positive Customer Experience, reflecting Boehringer service standards and aligning with industry best practices. + Ensures quality results are shared and team members are coached appropriately. + Oversees the creation of tools to enhance the accuracy and efficiency of systems and processes utilized by the department, such as phone systems, scheduling, data collection, service email management, customer surveys, etc. + Responsible for identifying and monitoring KPIs and metrics that ensure financial and business goals are met and communicating these to Senior Leadership. + Provides quality information, knowledge, and leadership for the department in areas such as data evaluation, analysis, reporting, and systems support, ensuring all tasks are handled within established timelines. + Maintains a high level of technical expertise related to animal health products and systems. + Researches and implements customer-facing innovations to elevate the customer experience. Senior AD + Associate Director duties. + Proactively Engages regularly with business stakeholders to learn future state/business challenges. + Drives and challenges teams on their assumptions of how they will successfully execute their strategy. + Proactively influence various business stakeholders to address diagnosed problems, such as ways to reduce number of returns and mitigate destruction to improve operational efficiencies. + Responsible for business ownership of all VeTS Team services and call center applications. + Sets and executes a Quality program to ensure a positive Customer Experience, reflecting Boehringer service standards and aligning with industry best practices. + Responsible for and drives the creation of innovative tools to enhance the accuracy and efficiency of systems and processes utilized by the department, such as phone systems, scheduling, data collection, service email management, customer surveys, etc. **Requirements** AD + Bachelor’s Degree (Accounting, Business, Life Science, or related field) required; Advanced degree preferred. + Including a Minimum of Eight (8) Years of experience in a customer service call center environment (Pharmacovigilance or Technical environment preferred) with knowledge of CRM, real time call management, and call center data analysis, including at least Four (4) years managing people is required. + Animal health industry experience a plus. + Demonstrates high ethical and professional standards with all business contacts to maintain BIAH's excellent reputation within the animal health community and internally. + Must have a track record of industry leading customer service within a regulated environment, excellent knowledge of applicable GMPs, pharmacovigilance regulations and complaint handling Compliance requirements. + Must have an advanced/in-depth knowledge of applicable regulatory requirements, a high level of technical knowledge, and a strong understanding of basic veterinary practice issues and procedures. + Experience providing excellent customer service in a call center environment. + Strong leadership ability is necessary, including leading and coordinating teams across multiple geographical locations, developing leadership talents in direct reports, and motivating teams to execute various competencies. + Experience in leading multiple projects/ process improvement and technology initiatives simultaneously, is preferred. + A strong understanding of all cross-functional elements of sales and customer service, such as operations, scheduling/capacity, reporting, training, quality, and technology, is required. Senior AD + Bachelor’s Degree (Accounting, Business, Life Science, or related field) required; Advanced degree preferred. + Minimum of Ten (10) Years of experience in a customer service call center environment (Pharmacovigilance or Technical environment preferred) with knowledge of CRM, real time call management, and call center data analysis, including at least five (5) years managing people. + Animal health industry experience a plus. + Advanced/in-depth knowledge of applicable regulatory requirements, an elevated level of technical knowledge, and a strong understanding of basic veterinary practice issues and procedures. + Demonstrated Exceptional leadership ability, including leading and coordinating teams across multiple geographical locations, developing leadership talents in direct reports, and motivating teams to execute various competencies. + Demonstrated ability to influence and lead change, including the ability to present coherent strategies and influence decision-makers at a senior management level. + Proven Ability to lead complex projects and initiatives involving cross-functional and cross-site participation and stakeholders and demonstrated success in leading multiple process improvement and technology initiatives. + Expert understanding of all cross-functional elements of sales and customer service, such as operations, scheduling/capacity, reporting, training, quality, and technology. + Demonstrates high ethical and professional standards with all business contacts to maintain BIAH's excellent reputation within the animal health community and internally. + Track record of industry leading customer service within a regulated environment, excellent knowledge of applicable GMPs, pharmacovigilance regulations and complaint handling compliance requirements. **Desired Skills, Experience and Abilities** **Additional Duties & Responsibilities** : + Responsible for monitoring, reporting, and ensuring overall compliance, quality, and customer service excellence provided by the VeTS team. + Supports and guides the department in daily activities and works independently as needed on special projects to track and deliver milestones, KPIs, and objectives. + Recognized as an expert by internal and external stakeholders, serving as a key resource. + Oversees and manages the Automatic Call Distribution (ACD) server/software, phone system, and analyzes data to ensure compliance and that customers are handled with a high level of customer service. + Plans and oversees call routing protocols and design skill sets (User Groups) within the ACD system to facilitate expedient call routing/handling. + Regularly evaluates the call center function through reporting from the ACD. + Oversees the creation of tools to improve the accuracy and efficiency at which Customer Service Gestures (CSG) are processes. + Provides guidance to direct reports regarding reimbursement and customer service decisions. + Reviews and approves requests for reimbursement, credit, and product replacement. + Escalates to Senior Leadership, Sales & Marketing and/or Legal when appropriate. + Manages the department voicemail messages and phone tree. + Primary contact and supports the coordination of third-party interactions for the department. This includes but is not limited to working with sourcing and external vendors on RFPs, contract negotiations, service provided, scope monitoring and cause/risk analyses before changes are made, invoicing, and process alignment. + Monitors and facilitates discussions related to issues and trends, identifying risks and opportunities. + Represents the department with key stakeholders (QA, S&M, Finance, IT, etc.), on inter-company committees, and assigned project teams. + Enhances department visibility and alignment with functions using shared systems. + Completes other tasks as assigned by the supervisor. + Leads the drafting, review and implementation of department SOP's and Related Documents, within an environment of continuous improvement. + Ensures SOPs and related documents are identified, developed, and updated as required to meet compliance requirements and business needs. + Leads audit preparation, and inspections as needed. + Drives department process improvement initiatives to increase efficiencies, quality, satisfaction and/or turnover to advance the Operational Excellence of the department. + Oversees the development and maintenance of department dashboards and on-demand reporting. + Prepares and presents reports, summarizing data for senior leadership to keep them informed of issues, concerns, and needs. **Additional Requirements** : Core Competencies: + Business Acumen and Technical Knowledge + Customer Orientation + Delivering Results + External Focus + Fast and Focused Execution + Innovation and Change + Teamwork and Collaboration + Winning Vision + Continuous Learning Foundational Competencies: + Communicate with candor + Decide and act with speed + Innovate and drive change + Deliver to win + Collaborate with a purpose + Values Diversity & Inclusion + Integrity & Trust **Eligibility Requirements** : + Must be legally authorized to work in the United States without restriction. + Must be willing to take a drug test and post-offer physical (if required). + Must be 18 years of age or older. 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.