Job Description

Job Summary

The CXC Operations Excellence Manager serves as the operational backbone for China CXC team's transformation and scale-up initiatives, with primary focus on driving operational excellence and process standardization across customer engagement implementation

This role bridges strategic planning and business execution by developing standardized omnichannel operational frameworks aligned with Global CXC standards, enabling cross-functional collaboration, and ensuring operational excellence in execution to support China's customer engagement transformation at scale

Key Responsibilities

1. Lead Operation Process Excellence and Standardization (50%)

• Set up China CXC key operational process standards: Consolidate, streamline, design and optimize key CXC operational processes and workflows; develop corresponding service catalog, Service Level Agreements (SLAs), workflow SOPs
• Drive China CXC operational excellence: identify and resolve operational bottlenecks for continuous improvement, transform CXC to enterprise-grade capability center with transparent delivery commitments and clear accountability
• Ensure Global-Local CXC alignment: Own GloCal liaison, adapt Global processes (SOPs, frameworks, playbooks, BP/OP templates) to China market requirements, and transfer China knowledge back to Global CXC

1. Lead Project Leapfrog Scale-Up Operations (25%)

• Lead operational change management: Drive Leapfrog initiatives deployment from pilot to full market, develop and execute detailed scale-up roadmaps, rollout mechanism, coordinate cross functional co-delivery and track adoption at scale

1. Facilitate Customer Engagement Innovation Engine Building (25%)

In close collaboration with CXC Campaign Capabilities team

• Establish innovation engine stage gate and facilitate gate keeping: Set methodology and standards, facilitate engagement innovation ideation (internal and external scanning, impact assessment) and incubation (design, pilot, validate) in coordination with BU
• Own operational scaling: Deploy validated pilot at scale with structured change management

Required Qualifications

• Bachelor's degree and above, preferably in Science, Business, Finance, Marketing or other relevant areas
• Minimum 3 years’ experience in pharmaceutical industry, preferably in brand marketing, commercial operations, digital marketing and / or management consulting
• Experience in process design, workflow optimization, or operational framework development is preferred
• Experience with large scale transformational programs is preferred
• Experience in cross-functional program management and complex matrix organization coordination is preferred
• Understanding of omnichannel marketing operations, customer engagement strategies and relevant metrics is preferred
• Excellent project management capabilities
• Strong business acumen and strategic thinking ability
• Strong communication and presentation skills
• Proficient in oral and written English

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