Customer Engagement Specialist Jobs

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides an opportunity for all employees to collaborate internationally, offering visibility and the opportunity to directly contribute to the company's success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.

The Vice President, Customer Engagement Operations is responsible for leading the end-to-end Customer Engagement Operations strategy and execution for key US Human Pharma offerings including Omni integration, Media CoE, Agency Operations, Creative solutions, HPRC, Incentive Compensation, CFT Operations, Speaker Bureau and Congress & Mtgs Mgt across commercial and medical to deliver a seamless, data-driven, and customer-centric experience.

These offerings are created and available to support several internal customers within the HP organization including Therapeutic Areas teams, Value & Access, Medicine, Patient Excellence and senior leadership.

This role is accountable for orchestrating strategy and execution across content, channels, field teams, home office teams, and operationalize the infrastructure to execute these offerings while ensuring alignment across Commercial and Medical organizations and maximizing impact across all customer segments. This includes oversight of core operational capabilities such as Incentive Compensation, Customer Facing Team Operations, Congress & Meetings Management, and related governance and execution processes that enable effective commercial and medical operations.

The Vice President, Customer Engagement Operations position has significant impact in the development of strategic initiatives targeted to improve the efficiency and productivity of the HP organization. This role leads and supports various distinct areas referred above to further enable the HP organization to operate efficiently, grow and maximize profitability for the organization, and maximize the value we create for customers. The incumbent will lead role in the strategic design and oversight of customer-facing activities, as appropriate as well as provide leadership to a large team charged with supporting teams across the HP organization. This role drives delivery of innovative approaches to optimize therapeutic areas, HP functions, and customer engagements, while establishing performance measurement approaches, success metrics, and governance frameworks to assess the effectiveness of customer engagement strategies and operational capabilities.

This position is based in Ridgefield, CT.

Duties & Responsibilities

• Accountable for defining and leading the enterprise omnichannel engagement strategy across Commercial and Medical, ensuring a cohesive and customer-centric approach to content, channels, and interactions. This includes oversight of the end-to-end content ecosystem (excluding AI product and application ownership), speaker bureau operations, and the integration of digital and in-person engagement models.
• Ensure alignment and optimization across all customer touchpoints by setting strategic direction and governance for omnichannel integration, while also leading agency partnerships, creative development, and media strategy to deliver consistent, high-quality, and compliant customer experiences at scale.
• Translate omnichannel strategy into seamless execution across customer-facing teams, ensuring that field engagement models are fully integrated, coordinated, and aligned with enterprise priorities. Includes leadership of Customer Facing Team (CFT) operations and the alignment of field execution with HPRC and broader governance structures.
• Ensure that customer engagement is consistent, compliant, and data-informed across all channels, while driving continuous improvement in how field teams deliver value to healthcare providers and patients through integrated experiences.
• Accountable for the design, integration, and performance of core operational capabilities supporting Commercial and Medical organizations, ensuring processes, governance, and infrastructure enable effective execution of business strategy.
• Oversight of key operational domains such as Congress and Meeting Management (CMM), Customer Facing Team operations, Incentive Compensation, as defined by the evolving operating model.
• Ensure these capabilities are aligned, scalable, and optimized to drive performance, enable decision-making, and support organizational effectiveness.
• Drive cross-functional excellence initiatives that enhance customer, patient, and healthcare provider experiences across the enterprise, including establishing and evolving frameworks that support continuous improvement in engagement and experience delivery.
• Enhance Medical and Patient Excellence capabilities based on strategic priorities, as appropriate. This accountability focuses on embedding best practices, scaling innovation, and ensuring that experience excellence becomes a sustained organizational capability rather than discrete initiatives.
• Create a performance-based team culture with clear accountability and a sense of urgency for achieving results.
• Lead (recruit, hire, coach, develop, motivate, manage and monitor performance) managers and/ or professionals in department specific knowledge, process and procedures.
• Set job expectations, provide regular feedback, conduct timely MAG reviews, identify performance challenges, create action plans and monitor the effectiveness of those action plans.
• Complete Career Planning and competency assessment to ensure professional development of department members.

Requirements

• Bachelor’s degree; MBA preferred.
• Minimum twelve (12) years of relevant pharmaceutical, customer engagement, commercial, marketing, operations, or related experience.
• Executive-level problem solving and analytical skills, combined with impeccable business judgment and ability to communicate with global management teams.
• Experience working across Commercial and Medical teams, with the ability to align priorities and drive consistent execution.
• Deep expertise in omnichannel engagement and customer-facing execution required, including alignment of content, digital, and field-based engagement to deliver integrated customer experiences.
• Significant leadership experience leading large, complex, and cross-functional organizations, including experience leading leaders.
• Must be a strategic leader who has experience leading large, complex teams and budgets.
• Proven ability to define and execute enterprise-level strategy required, with strong executive-level problem solving, business judgment, and communication skills to influence senior and global leadership teams.
• Experience managing agency, media, and content ecosystems preferred, including external partner governance and optimization of internal/external capabilities.
• Strong collaboration and relationship-building skills required, including working with global teams and external partners.
• Experience using technology, data, and analytics to improve performance preferred.
• Demonstrated ability to create financial and operational objectives across business departments.
Experience leveraging analytics and insights to drive performance optimization preferred, including development of metrics-based decision frameworks.

Eligibility Requirements :

• Must be legally authorized to work in the United States without restriction.
• Must be willing to take a drug test and post-offer physical (if required).
• Must be 18 years of age or older.

Desired Skills, Experience and Abilities

Additional Duties & Responsibilities:

• Accountable for acting as a senior integrator across Commercial, Medical, Patient, Global, and enabling functions, ensuring alignment of strategy, operations, and execution.
• Operates across organizational boundaries to connect content, channel strategy, field execution, and operational infrastructure into a cohesive system.
• Partner with senior stakeholders to define priorities, resolve trade-offs, and drive enterprise outcomes, while ensuring compliance, governance, and consistency in how capabilities are deployed and scaled.
• Accountable for content governance and risk evaluation processes that ensure customer-facing content is compliant, accurate, and aligned with enterprise standards.
• Provides expert assessment and recommendations on content-related risks and serves as a key decision-influencing authority for risk mitigation and escalation, with significant impact on regulatory compliance, business continuity, and company reputation.