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Job Requirements of Omnichannel Operations Lead:
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Employment Type:
Contractor
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Location:
Cambridge, MA (Onsite)
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Omnichannel Operations Lead
Careers Integrated Resources Inc
Cambridge, MA (Onsite)
Contractor
Title: Omnichannel Operations Lead
Location: Cambridge, MA (Hybrid or Remote will work)
Duration: 10 Months+ Possible Extension
Position preferred to be Hybrid, but Remote is acceptable as well.
Job Title: Omnichannel Operations Lead (MarTech & Patient Experience)
Summary & Purpose of the Position:
1. Platform & Stack Ownership
Location: Cambridge, MA (Hybrid or Remote will work)
Duration: 10 Months+ Possible Extension
Position preferred to be Hybrid, but Remote is acceptable as well.
Job Title: Omnichannel Operations Lead (MarTech & Patient Experience)
Summary & Purpose of the Position:
- To serve as the operational owner of both the "Marketing Technology" (MarTech) ecosystem and the "Service Tech" ecosystem that supports Patient Support Programs (PSP) and Case Management.
- This role ensures that brand strategies are translated into flawless technical execution across Email, Web, and SMS channels. Simultaneously, this role separates "care" from "promotion" by owning the specialized CRM stack required to support patients on therapy.
- The lead ensures that Case Managers have functional, compliant systems and that adherence communications are delivered reliably and securely. Additionally, this role owns the "NA Preference Center" operations, ensuring consent and privacy rules are enforced globally across all marketing touchpoints.
1. Platform & Stack Ownership
- Manage and optimize the marketing technology stack, specifically Salesforce Marketing Cloud (SFMC), Google Analytics, and Brand CMS platforms.
- Act as the product owner for the Patient Services CRM (e.g., Salesforce Health Cloud), managing case management workflows, fields, and page layouts.
- Oversee the technical operations of brand websites, ensuring agreed SLA uptime and fast load speeds.
- Ensure the CRM and telephony integrations are available and performant for the Hub team every day.
- Monitor data flows between websites, SFMC, and data systems to maintain a 360-degree view of the HCP/Patient.
- Take responsibility for the hands-on building, QA, and deployment of email, SMS, and digital campaigns derived from brand briefs.
- Manage the technical execution of non-promotional/transactional messages (e.g., "Refill Reminders") while maintaining a strict firewall to separate "Marketing" and "Patient Support" audiences.
- Manage the operational calendar to ensure all campaigns go live on time, executing rigorous testing to prevent deployment errors.
- Oversee technical operations with Hub vendors to ensure their data feeds ingest into internal systems correctly and timely.
- Lead the technical onboarding of new Hub vendors or program partners.
- Manage Google Analytics (GA4) implementation and tag management to ensure all digital traffic is accurately tracked.
- Automate delivery and engagement reports to feed into broader omnichannel dashboards.
- Own the operations of the Preference Center, ensuring global unsubscribes and opt-ins are synced across all channels immediately.
- Enforce OneTrust cookie consent rules and privacy mandates across all web properties and outbound channels.
- Strictly manage access controls to ensure Patient Health Information (PHI) is only accessible to authorized personnel.
- Maintain system logs and documentation to ensure the Patient Services stack is ready for internal or external compliance audits at all times.
- Outcome Ownership: Takes accountability for results and steps up to address difficult issues. Owns the "last mile" of marketing and the resolution of critical patient service incidents without needing escalation.
- Execute with Precision: Focuses on quality and accuracy, recognizing that marketing operations is a "zero-error" environment where mistakes carry reputational risk.
- We Trust Each Other: Builds relationships based on transparency and open communication, operating with absolute integrity to protect sensitive Patient Health Information (PHI).
- Think Big & Drive for Success: Innovates to drive faster time-to-market and proactively identifies system improvements to reduce "time to therapy" for the patient. Reinvent *** to serve patients by anticipating challenges and focusing on the patient journey.
- Proven experience in Patient Services Operations or Case Management systems (Hub Services).
- Deep technical expertise in Salesforce Marketing Cloud (SFMC) including Journey Builder and Email Studio.
- Strong technical background in Salesforce Health Cloud or similar Patient CRM platforms.
- Deep understanding of HIPAA and PHI data handling requirements.
- Proven experience in Website Operations and Google Analytics (GA4) tagging/implementation.
- Experience managing Preference Centers and privacy compliance tools (e.g., OneTrust).
- Experience managing data integrations with external Hub vendors/specialty pharmacies.
- Experience within the Pharmaceutical or Life Sciences industry (HCP marketing rules).
- Knowledge of integrations across the Marketing ecosystem and experience configuring transactional communication journey.
- Bachelor's degree (or equivalent) with 8+ years of relevant experience
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