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Veeva

Posted 12 months ago

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Operations Manager

California - PleasantonHybridFull-time

AI Summary

Operations Manager oversees service-related inquiries, escalations, and team performance, providing guidance, SOP updates, and metrics to ensure timely, accurate, and transparent service delivery.

About this role

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead.
At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.
As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.
Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

The Role
The Operations Manager serves as the primary point of contact for internal and external stakeholders for all service-related inquiries and escalations. The Operations Manager will act as the operational expert and will provide guidance to their team ensuring the delivery of honest, reliable services with transparency and clarity.

What You’ll Do

  • Daily point of contact with internal and external (customer) stakeholders for all service-related inquiries and escalations
  • Hire, train and develop exceptional coordinator teams to support steady state operations, including but not limited to: Veeva Employee Policies, Customer Business Rules, New System Updates, Projects
  • Act as the primary team manager for number of direct reports and support workload management, quality and adherence to SLA
  • Own and update SOPs both internal and customer provided, and maintain Business Rules
  • Provide team metrics oversight and ensure operational effectiveness for all service-related capabilities
  • Support customer onboarding and identify areas for change management/improvements
  • Ability to periodically work overtime to support business needs
  • Create, maintain and review reports and procedures to ensure processes are completed accurately and in a timely manner

    • Requirements

  • 3+ years’ experience working at a pharmaceutical/biotech or third-party agency to support HCP related events in the life sciences industry
  • Strong working knowledge of Microsoft Excel and Word. Experience with PowerPoint software is a plus.
  • Possess excellent analytical skills, be a self-starter with good judgement and integrity, highly motivated and dependable
  • Strong Team Management skills
  • Excellent communication skills both verbal and written
  • Strong conflict resolution ability
  • Strong organizational and planning skills with attention to detail and accuracy
  • Ability to successfully manage multiple priorities in a fast-paced environment
  • Ability to work independently with competent decision-making skills
  • Good judgment, and highly discreet with ability to maintain confidentiality
  • Must be located in the Pacific timezone

    • Nice to Have

  • Fundamental knowledge of Veeva Commercial Cloud Product Suite including by not limited to Veeva CRM, Veeva Vault, Events Management, and Engage
  • Positive attitude and maintain a “Whatever it Takes” attitude
  • A servant leader

    • Perks & Benefits

  • Medical, dental, vision, and basic life insurance
  • Flexible PTO and company paid holidays
  • Retirement programs
  • 1% charitable giving program

    • Compensation

  • Base pay: $60,000 - $80,000
  • The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.

    • Skills

    Change ManagementCommunicationConfidentialityData AnalysisMicrosoft ExcelMicrosoft WordOnboardingOperational ReportingPowerPointProblem SolvingProcess ImprovementSLA ManagementSOP DevelopmentStakeholder ManagementTeam ManagementTime Management

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