Engagement Operations Manager (1372-679)

US Pharmacopeia Rockville , MD 20850

Posted 2 months ago

Summary of the Position

Working with the Director, Engagement Operations, this position will be responsible for supporting the Global Customer Engagement (CE) department through creation of commercial operations platforms, programs and / or reports used to inform and empower the daily execution by USP's customer facing organization. Candidate will act as lead to integrate and harmonize internal USP stakeholder resources to build reporting and dash boarding tools utilized by CE team members and / or CE / SMPO Executive leadership. This is a non-supervisory role requiring strong cross functional skills as the position will require regular interactions with the global CE team members, occasional SMPO program unit personnel and other relevant internal USP stakeholders (i.e. SBD, Finance, IT etc.).

Specific Functions include:

  • Empower Customer Engagement group with enhancement of existing and ad-hoc analytics/reporting requests.

  • Partner with USP team members in strategy, finance, and marketing departments to ensure integration of expected and / or desired customer engagement related field activities in support of strategic & tactical plans.

  • Collaborate with Data & Analytic Service partners to access data and build shared reports/dashboards. n

  • Run queries to pull data extracts, synthesize analyses, and interpret trends and variances.

  • Support launch of USP's CRM platform to integrate complex data sets, create visualizations and working performance dashboards.

  • Train CE group on how to interpret & utilize reports to assist with on-going territory planning, account management / call planning and overall business prioritization.

Build global commercial performance reporting framework: formulate business questions, manage large data sets, build dashboards and reports, derive insights and make recommendations when possible to improve organizational effectiveness. Successful candidate will help shape USP's market impact by refining our customer insights and sharpening USP engagement team focus around the world.

Roles and Responsibilities

  • Incumbent will bring a mastery of analytic skills and experience to the role to support senior leadership with the management of large internal and external data sets.

  • Create impactful reports and dashboards to monitor organizations commercial effectiveness around the world.

  • Role interfaces and supports Directors of Sales/Marketing, Operations as well as Trade/Distribution with the routine consumption and interpretation of data base(s) information and reporting tools.

  • Mastery of Excel, Python, Salesforce.com, Tableau tools will be essential to success in the role.

  • Ideal candidate will have proven capacity to work as an active team contributor but also have the excellent prioritization skills and the capacity to work independently when needed.

  • Strong problem solving skills and desire to bring new ideas to create new visualizations or presentations will be critical for success in role.

  • Flexibility as well as the capacity to deal with ambiguity is essential to success in this role as the ongoing management of data requires adaptability.


  • Develop, monitor and report on the effectiveness of programs by establishing relevant evaluation metrics and collection capabilities; demonstrates use of quality improvement in daily work and operations.

  • Lead global & regional leader customer targeting and performance mapping initiatives.

  • Manage data governance partnerships with internal partners through MDM data integration process.

  • Tracks project status for department. Creates and distributes detailed project status reports to all staff in department to facilitate decision making about new project assignments.

  • Coordinates external consultants, vendors as needed to refine customer targeting, routing, engagement efforts.

  • Build field facing customer performance templates to empower field coaching / development effectiveness.

Basic Qualifications

  • Bachelor's degree in Accounting, IT, Business, Statistics or relevant field.

  • Minimum of five (5) years of experience in the field of accounting, business analytics, statistics, operations

  • Experience working within Salesforce or similar CRM platforms (ex. Veeva) and companion applications (preferred Salesforce.com).

  • Understanding of data integration into CRM platforms as well as creating reports/dashboards within the platform.

  • Proven Excel, Tableau, Report/Presentation creation skills as well as capacity to share work examples.

Preferred Qualifications

  • Master's Degree in Business, Finance, Accounting, Statistics or Analytics (IT).

  • Time management and prioritization skills critical to balancing work and delivering on reporting schedules.

  • Prior experience in a scientific, medical, pharmaceutical, healthcare based industry.

  • Demonstrated successful outcomes with project management, strategic planning, forecasting, and reporting.

  • Ability and desire to work well with broad set of cross functional employees and customers in a cooperative and friendly manner.

  • Ability to handle multiple priorities in a fast-paced environment.

  • Proven capacity to work with dynamic data sets as well as manage ambiguity and trouble shoot when needed.

  • Excellent written and verbal communications skills (Tableau Storytelling, Sales Force/CRM Visualizations).

Supervisory Responsibilities


USP offers an impressive benefits package, including:

  • Generous paid time off 13 paid holidays, 10 sick days and 15 vacation days per year to start

  • An annual 401(k) contribution, beginning after 1 year of service, of 10% of pay (base and bonus) every pay period that vests immediately

  • Comprehensive individual and family healthcare plans with affordable premiums and low annual deductibles ($250/individual or $500/family)

The U.S. Pharmacopeial Convention (USP) is a scientific nonprofit organization that sets standards for the identity, strength, quality, and purity of medicines, food ingredients, and dietary supplements manufactured, distributed and consumed worldwide. USP's drug standards are enforceable in the United States by the Food and Drug Administration, and these standards are used in more than 140 countries.

Being a part of USP means belonging to a diverse culture made up of more than 1,000 talented professionals working together at five international locations. We share our expertise in science, IT, human resources, quality assurance, communications, administrative management, and more...all to support an overall mission dedicated to making a difference by providing standards and programs that help improve the quality of medicines, dietary supplements, and foods worldwide.

USP is proud to be an equal employment opportunity employer (EEOE) and affirmative action employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color, veteran status, sexual orientation, gender identity or any other protected class. We are committed to working with and providing reasonable accommodation to individuals with disabilities.

USP does not accept unsolicited resumes from 3rd party recruitment agencies and is not responsible for fees from recruiters or other agencies except under specific written agreement with USP.

Job Location Rockville, Maryland, United States Position Type Full-Time/Regular

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Engagement Operations Manager (1372-679)

US Pharmacopeia