Jobs for People with MS: National MS Society

The RoleWe are seeking an experienced Associate Director to lead the development, enhancement, and management of Returns and other designated business processes, ensuring optimized workflows, timely execution, and a Best-in-Class Customer Experience. This role will collaborate closely with cross-functional teams to streamline business processes, address bottlenecks, and proactively implement improvements.The Operations Support Lead will play a critical role in supporting the operational aspects of the end-to-end OTC (Order-to-Cash) transactions and other supporting processes for the US Commercial business. This includes overseeing processes as Returns (Seasonal and Non-Seasonal Products), Re-billing, and additional transactions with Finance, Tax, Supply Chain, and 3PL (Third Party Logistics) partners. This role is essential in ensuring seamless process support and enhancing the overall effectiveness of OTC functions, contributing to the broader goals of the U.S. Commercial business. Additionally, this role will support the OTC workstream for future insourcing.This role will also support project activities related to sales-oriented business development programs, customer service call center and other customer-centricity services to deploy the best-in-class customer experience and support financial plan targets. This role will also collaborate with internal teams to support Moderna's entire customer experience including customer facing platforms, call centers, and eCommerce integrations as well as the operational functions to support the full vaccine portfolio to strategic customers.Here's What You'll Do * Product Management: Lead the lifecycle management of seasonal and non-seasonal returns products, from initiation to completion, ensuring alignment with company goals and customer satisfaction. * Process Optimization: Identify and implement strategies to streamline the return processes, reduce costs, and improve efficiency. * Data Analysis & Reporting: Monitor and analyze data trends related to all returns to inform strategic decisions and identify areas for improvement. * Cross-Functional Collaboration: Partner with logistics, customer service, product development, and finance teams to ensure a cohesive and efficient approach to managing returns. * Project Management: Oversee project timelines, budgets, and resource allocation for returns initiatives, ensuring deadlines are met and objectives achieved. * Customer Experience Focus: Design and refine processes to enhance the customer experience during peak return periods, addressing pain points proactively. * Other Operations Management * Establish and monitor KPIs to track the success of the returns processes and other business improvements as defined, regularly reporting on progress to senior leadership * Drive operational excellence in managing Contractual Terms and Conditions with Contracted Customers, ensuring the ongoing improvements to the Returns Process for Seasonal and Non-Seasonal Products. * Function as the liaison and support for select vendors, including 3PL, Reverse Logistics, Contract Admin, and other supporting vendors on the daily coordination for data & support as provided by these vendors * Oversee validation of critical data sets, ensuring data accuracy and quality * Provide comprehensive Account management and Customer Service teams' support, including reporting from multiple systems, working closely with the Account Management and Data Analytics teams. * Process Improvement * Collaborate with internal teams and external partners to advance digital capabilities across multiple internal and external Digital platforms. * Identify and implement process improvements in the Reverse logistics workflow, aiming to maximize Account Management and Customer experience to include end to end visibility of the process and relevant data, and ensuring operational efficiencies. * Provide dedicated support for the OTC workstream as part of the insourcing initiative projected for completion by 2026, working in partnership with internal stakeholders to develop and implement strategies that facilitate a smooth transition to insourced processes. * Monitor progress, address challenges, and contribute to project planning efforts to ensure alignment with organizational goals. * Lead the design, documentation, and refinement of business processes related to seasonal returns, ensuring scalability and alignment with company objectives, including liaising with key stakeholders across various departments to align returns initiatives with broader business strategies. * Implement Lean, Six Sigma, or other methodologies to reduce inefficiencies and elevate the performance of the returns workflowTo view the full job description, click hereApply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjYyNzYzLjEwNDEyQG1vZGVybmF0eGNvbXAuYXBsaXRyYWsuY29t