Vice President, Customer Engagement

Position Summary

The Vice President, Customer Engagement Operations is a strategic leader responsible for driving the operational backbone of Otsuka’s commercial organization. 

This role oversees the execution of core enablement functions that empower marketing, sales, market access teams to deliver consistent, high-impact customer engagements. With oversight of three key pillars: Business Analysis, Field Enablement, and Omnichannel & Content Enablement —this leader ensures that insights, content, tools, training, and systems are aligned to business priorities and delivered with excellence.

This role partners closely with Business Unit Heads, Marketing, Market Access, and the Field Strategy & Operations teams to ensure execution, resources alignment and readiness for future product launches.

Key Responsibilities

1. Business Analysis

• Oversee the design, build, and execution of Otsuka’s analytics and insights strategy to support growth, including leadership of therapeutic-area specific Brand Analytics & Insights, Payer and Field Analytics, Data Enablement, and Forecasting.
• Deliver timely, actionable insights and decision support to Business Unit, Marketing, and Field Leadership to inform strategic decisions.

2. Field Enablement

• Oversee the strategy and execution of field training programs, sales technologies, and operational support.
• Manage infrastructure for field alignment, fleet services, sampling, and promotional program deployment.

• Partner with Field Strategy & Operations to coordinate support for field deployment, planning, and performance tracking.

3. Omnichannel & Marketing Enablement

• Oversee orchestration and marketing automation to enable cross-channel customer engagement.
• Manage content development, in-house creative services, and marketing/PRC operations to ensure complaint, high quality customer facing materials.
• Drive continuous improvement of omnichannel campaigns.

4. Operational Integration & Support

• Align enablement tools, systems and analytics with strategic needs across our Business Units. 
• Collaborate with corporate functions (IT, Legal, Compliance, HR, Finance, etc) to ensure scalable, compliant and efficient operations.
• Drives end-to-end improvements in workflows, vendor oversight, and team structures to foster operational excellence.

Qualifications

• 12+ years of commercial pharmaceutical or biotech experience, including leadership roles in business analytics, omnichannel engagement and/or field enablement.
• Proven ability to lead complex, cross-functional teams and drive execution in a matrixed environment.
• Demonstrated history of aligning with senior leadership on strategic initiatives and performance metrics.
• Deep expertise in sales systems, omnichannel platforms, PRC/content workflows, and analytics tools.
• Exceptional collaboration and communication skills with experience influencing across commercial and corporate functions.
• Bachelor’s degree required; advanced degree (MBA, MPH, MS) preferred.

Competencies
Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.
Strategic Thinking & Problem Solving - Make decisions considering the long-term impact to customers, patients, employees, and the business.
Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders.
Impactful Communication - Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka.
Respectful Collaboration - Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals.
Empowered Development - Play an active role in professional development as a business imperative.

Company benefits: Comprehensive medical, dental, vision, prescription drug coverage, company provided basic life, accidental death & dismemberment, short-term and long-term disability insurance, tuition reimbursement, student loan assistance, a generous 401(k) match, flexible time off, paid holidays, and paid leave programs as well as other company provided benefits.

Come discover more about Otsuka and our benefit offerings; https://www.otsuka-us.com/careers-join-otsuka.

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Otsuka America Pharmaceutical Inc., Otsuka Pharmaceutical Development & Commercialization, Inc., and Otsuka Precision Health, Inc. (“Otsuka”) does not accept unsolicited assistance from search firms for employment opportunities.  All CVs/resumes submitted by search firms to any Otsuka employee directly or through Otsuka’s application portal without a valid written search agreement in place for the position will be considered Otsuka’s sole property.  No fee will be paid if a candidate is hired by Otsuka as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.