Operations Manager

Summary

Join Veeva Systems, a leading life sciences industry cloud company, as an Operations Manager. You will be the primary point of contact for internal and external stakeholders, managing service-related inquiries and escalations. Responsibilities include hiring, training, and developing a coordinator team, managing team workload and performance, updating SOPs, providing team metrics oversight, supporting customer onboarding, and creating reports. You will need 3+ years of experience in the pharmaceutical/biotech industry, strong analytical and communication skills, and team management expertise. The role offers a competitive salary, benefits, and the flexibility to work remotely. Veeva is committed to employee success and offers a supportive work environment.

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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

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