Are you energized by leading a team to ensure Market Access through implementation of strategy and coordination with the Patient Experience team? If so, this opportunity could be the perfect fit for your career.

As GRC Tech Integration Strategic Director, you will be responsible for the day-to-day management of the GRC Third Party Vendor Team responsible for Knowledge, Customer Relationship Management (CRM)/Salesforce Platform, Interactive Voice Response (IVR) Telephony, Chat Bot, and GSK Help Center Website.

This role will provide YOU the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:

• Collaborate with Head, GRC and other members of the Patient Experience (PX) Leadership team to support the evolution of the strategic direction of the GRC response center.
• Manage overall staffing model with GRC third-party vendor to include oversight of support staff, ensuring a fit for purpose and flexible model to accommodate for ever-changing market dynamics and GSK product launches. Provide day-to-day oversight of the vendor social media monitoring third-party vendor team, Knowledge Team, and Tech Team.
• Responsible for Knowledge, the Salesforce solution that serves to provide approved content to GRC Agents, other functions within the Patient Experience Team, the Chat Bot and the GSK Help Center Website. Create content, ensure appropriate review/approval and update/monitor content to ensure it is accurate, fit for purpose, and aligned to GSK policies.
• Collaborate with Brand Teams and Matrix Collaboration to establish a standard, PRT approved list of Frequently Asked Questions which serve as the source of truth for the GRC Agents, Chat Bot, and GSK Help Center Website.
• Ensure SOPs and Work Instructions, that provide guidance expectations for GRC activities for Social Media, Knowledge, IVR, Tech, etc are current and aligned to GSK’s policies.
• Maintain an audit-ready department and strive for full compliance with GSK principal risks (e.g., patient safety and product quality, patient/customer data privacy).

Why you?
Basic Qualifications
We are looking for professionals with these required skills to achieve our goals:

• Bachelor’s degree
• 3 years’ experience with management/oversight of customer engagement, to include third party vendors

Preferred Qualifications

If you have the following characteristics, it would be a plus:

• Project Management Experience
• Stakeholder management experience
• Demonstrated ability to manage multiple projects simultaneously
• Previous experience leading others/teams
• Experience with handing and dispositioning of human safety issues (e.g., adverse events) and product quality complaints
• Experience with implementation of Chat Bot, Virtual Agent, Salesforce CRM Platforms, and Knowledge content
• Experience with implementation of Telephony and IVR solutions
• Leadership experience in a multi-cultural and complex environment

Please visit GSK US Benefits Summary to learn more about the comprehensive benefits program GSK offers US employees.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

If you require an accommodation or other assistance to apply for a job at GSK, please contact the GSK Service Centre at 1-877-694-7547 (US Toll Free) or +1 801 567 5155 (outside US).

GSK is an Equal Opportunity Employer and, in the US, we adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

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