International Customer Operations is part of the International fulfilment team within Global Supply Chain and Strategy and is responsible for managing and executing end to end customer operations. The director will be an accomplished leader and be responsible for representing the global supply chain (GSC) for Customer Operations. This leader provides regional insights and builds strong relationships with GSC and the affiliate organizations through proactive engagement and contribution to achieve Performance and Financial Objectives. This leader strategically aligns commercial growth objectives with both short- and long-term supply chain operations. They lead the strategy, systems, and teams that deliver customer support, service delivery, and success workflows. The role is pivotal in driving service excellence, resolving performance challenges, and leading innovative improvements within customer operations and supply processes.
Leveraging extensive expertise, strong business acumen, and robust relationships, this leader addresses, analyzes, and solves complex operational challenges, selecting impactful methods and practices to balance business imperatives with customer satisfaction. The leader, Customer Operations continually advances solutions that enhance cost efficiency and process effectiveness regionally, directly supporting profitability, and organizational growth. They optimize operational efficiency, track performance metrics, and collaborate cross-functionally to scale the client lifecycle.
This leader leads Key Business Programs and Digital Projects, assessing feasibility and Business improvements using acquired competences, Business relationships, company standards and compliance knowledge. Develop strategy to enable a zero-touch order by using technologies and AI to automate the existing process. Develop strategy to enable a ‘self-serve’ model for our customers. Provides insight into what excellence in customer operations looks like by benchmarking best in class and develops roadmap to enable us to achieve that mission.
This leader leads the Customer Operational Representatives. Supports local affiliates with internal and external audits and inspections. Can be a mentor or a coach for junior peers helping them to fulfil their potential. Fully understands all the customer associated processes and consistently seeks out areas and opportunities to improve overall team efficiency in alignment with local requirements and the International Customer Operation’s initiatives.
This leader should scale customer-facing infrastructure, boost retention, and drive operational excellence. They should oversee customer support, technical operations, onboarding, and customer success enablement.
Represent the Global Supply Chain (GSC) within International Customer Operations, acting as the primary link and ensuring the alignment of commercial growth objectives with short and long-term supply chain operations.
Serve as the main point of contact between supply chain and stakeholders to synchronize supply chain strategies with business priorities.
Build automated workflows, self-service tools, and lead all aspects of order lifecycle management, to ensure accurate, compliant, and timely deliveries in line with customer expectations.
Balance global standards with affiliate dynamics, regulatory requirements, and patient needs to deliver optimized operational outcomes.
Leading budget preparation for International Customer Operations and ensuring adherence to short- and long-term financial plans, balancing cost efficiency with exceptional service and quality standards
Build and guide a high-performing Customer Operations team, fostering a culture of operational excellence, continuous improvement, and professional growth. Demonstrates a continuous improvement (CI) mindset through the leadership and execution of CI/Ops excellence initiatives, including the advancement of 'Gem' reporting for the team.
Establish and maintain robust relationships and business insights, enabling successful product launches, product retirements, and product transfers across the region. Facilitate leading teams to enable new business requirements (i.e., new market, new customer, increased demand etc)
Provide comprehensive support and follow-up to internal and external customers regarding order status, product availability, shipping, and issue resolution for damaged or lost products.
Build excellent working relationships and regular contact with stakeholders in but not limited to, Sales, Finance, Credit Management, Distribution, QA, Regulatory and Contracts.
Develop and implement regional supply chain plans that underpin business growth, support new product launches, and meet evolving market demands.
Continuously identify and address bottlenecks, risks, and inefficiencies, implementing strategies to ensure smooth execution and business continuity. Proactively drive operational improvement initiatives to increase process effectiveness, elevate service levels, and enhance cost efficiency across the supply chain.
Effectively and efficiently manage key Business Projects, locally, regionally, and globally, and deliver on timelines and tasks as required and in accordance with project milestones and deadlines.
Work closely with commercial, planning, procurement, and logistics teams to promote seamless integration and information flow throughout the supply chain.
Serve as the escalation point for any supply chain issues, ensuring swift resolution and minimal impact to the business.
Monitor, analyze, and report on key supply chain metrics, using insights to guide decision-making, highlight improvement opportunities, and drive alignment with business goals. Actively contributes to Cost Improvement Projects (CIPs) to support operational efficiency.
Ensure all supply chain activities comply with applicable regulatory requirements and company policies. Drive the necessary process improvements to ensure 100% compliance with all regulatory requirements and be a key support for internal and external audits and CAPA resolution.
Provide leadership and guidance on best practices, supporting team members in reaching their goals and advancing their careers.
Lead or participate in regular regional supply chain reviews to ensure ongoing alignment with operational KPIs and organizational objectives.
Demonstrates an AI mindset by completing relevant courses and developing AI tools to enhance customer experience
Participating in implementing risk management strategies and identifying opportunities to eliminate inefficiencies
Minimum of 10 years of experience in supply chain, customer operations management, preferably within the pharmaceutical or biopharmaceutical industry, with a focus on regional or global operations.
Clear understanding of local regional and international order to invoice processing for pharmaceutical products
Experience of leading or supporting the implementation of an EDI platform would be a strong plus.
High sense of ethics and responsibility, highly dependable
Leadership and management skills, previous people management responsibilities are a requirement.
Ability to lead, proactively work on own initiatives, and drive change.
Rigorous, organized and process oriented.
Flexibility and ability to adapt to changing priorities.
Excellence in Execution
Strong understanding of regulatory requirements, supply chain operations and Good Distribution Practices (GDP).
Proven experience in stakeholder management and cross-functional collaboration.
Strong analytical, problem-solving, and decision-making abilities.
Strong process improvement and project management focus
Excellent communication skills, both verbal and written.
Strategic thinker and the ability to execute operational plans effectively.
Strong business acumen with an understanding of commercial priorities and accounting principles
Resilience and adaptability to manage change in a challenging environment.
Fluency in English both written and oral
Education
Bachelor's degree in Supply Chain Management, Business Administration, Life Sciences, or a related field.
Advanced degree (MBA or equivalent) is preferred.
Lead the modernization of our international customer operations and turn bold ideas into real-world access for patients—take your next step with Alexion, AstraZeneca Rare Disease today!
Date Posted
24-Aug-2026
Closing Date
06-Sept-2026
Our mission is to build an inclusive and equitable environment. We want people to feel they belong at AstraZeneca and Alexion, starting with our recruitment process. We welcome and consider applications from all qualified candidates, regardless of characteristics. We offer reasonable adjustments/accommodations to help all candidates to perform at their best. If you have a need for any adjustments/accommodations, please complete the section in the application form.
