Executive Director, Customer Experience Transformation Program Leader (Remote) (San Francisco)

If you are a current Jazz employee please apply via the Internal Career site. Jazz Pharmaceuticals is a global biopharma company whose purpose is to innovate to transform the lives of patients and their families. We are dedicated to developing life-changing medicines for people with serious diseases often with limited or no therapeutic options. We have a diverse portfolio of marketed medicines, including leading therapies for sleep disorders and epilepsy, and a growing portfolio of cancer treatments. Our patient-focused and science-driven approach powers pioneering research and development advancements across our robust pipeline of innovative therapeutics in oncology and neuroscience. Jazz is headquartered in Dublin, Ireland with research and development laboratories, manufacturing facilities and employees in multiple countries committed to serving patients worldwide. Please visit www.jazzpharmaceuticals.com for more information. We are seeking a bold, strategic, and execution-orientedExecutive Directorto lead a holistic Customer Experience transformation of our operating model across the Global Commercialization Organization (GCO) of Jazz Pharmaceuticals. This multi-year endeavor will reimagine how we workacross Commercial, Medical Affairs, Market Access, and beyondto create a customer-centric, nimble, and scalable go-to-market approach that delivers precise and differentiated experiences for our patients, caregivers, health care providers, and other customers. This role will serve as the overall program leader, driving day-to-day direction and progress across the entire multi-faceted Customer Experience program, ensuring alignment across workstreams, and fostering a culture of experimentation and agility while maintaining focus on the ultimate outcome. This role will also connect closely into the GCO Strategic Planning and Transformation Office to ensure the Customer Experience efforts align with and advance broader GCO organizational progress. The ideal candidate is a seasoned transformation leader with experience in biopharma or life sciences, capable of orchestrating complex change across diverse teams and geographies.

Key Responsibilities

Strategic Leadership

• Develop and refine the transformation vision, strategy, and roadmap in partnership with executive leadership.
• Translate strategic goals into actionable workstreams with clear milestones, KPIs, and success metrics.
• Prioritize high-impact areas of the business forearly experimentation and adoption, accelerating time-to-value and learning cycles.
• Identify and manageinterdependencies across workstreams, ensuring cohesive, enterprise-wide solutions that avoid fragmentation and duplication.
• Serve as the primary advisor to the Global Commercial Leadership Team on transformation progress, risks, and opportunities.

Program Management & Execution

• Lead a cross-functional transformation office, including senior workstream leaders, project manager(s), change agents, and external consultants.
• Oversee the design and implementation of new operating model components (e.g., mindsets, structure, decision rights, processes, incentives, enterprise capabilities).
• Ensure alignment across workstreams including culture, talent, technology, and governance.
• Ensure transformation efforts are sequenced and integrated to maximize impact and minimize disruption.

Stakeholder Engagement

• Build and maintain strong relationships with senior leaders across all functions.
• Facilitate executive steering committees and working groups to ensure alignment, accountability, and momentum.
• Communicate progress and impact through compelling storytelling and data-driven insights.

Change Management & Culture

• Champion a culture of innovation, collaboration, and continuous improvement.
• Oversee change management strategies to support adoption and sustainment.
• Identify and mitigate resistance, enabling teams to embrace new ways of working, and fostering engagement at all levels of the organization.

Qualifications

• 15+ years of experience in biopharma, life sciences, or healthcare.
• Proven track record of leading large-scale, cross-functional transformation programs with measurable impact.
• Deep understanding of biopharma operating models, including commercial, medical, market access, operations, IT, regulatory, and compliance.
• Strong systems and design thinking, and demonstrated ability to manage complex interdependencies across functions and aspects of an operating model.
• Exceptional strategic thinking, communication, and stakeholder management skills.
• Ability to influence and inspire cross-functional teams toward a shared vision.
• Experience with agile methodologies, digital transformation, and organizational design.
• MBA, MPH, PhD, or equivalent advanced degree preferred.

What We Offer

• A unique opportunity to shape the future of a purpose-driven biopharma company.
• High visibility and influence across the executive leadership team.
• Competitive compensation, equity, and benefits.
• A collaborative, mission-driven culture focused on improving patient lives.

Jazz Pharmaceuticals is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any characteristic protected by law. FOR US BASED CANDIDATES ONLY Jazz Pharmaceuticals, Inc. is committed to fair and equitable compensation practices and we strive to provide employees with total compensation packages that are market competitive. For this role, the full and complete base pay range is: $248,000.00 - $372,000.00 Individual compensation paid within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, and other pertinent factors. The goal is to ensure fair and competitive compensation aligned with the candidate's expertise and contributions, within the established pay framework and our Total Compensation philosophy. Internal equity considerations will also influence individual base pay decisions. This range will be reviewed on a regular basis. At Jazz, your base pay is only one part of your total compensation package. The successful candidate may also be eligible for a discretionary annual cash bonus or incentive compensation (depending on the role), in accordance with the terms of the Company's Global Cash Bonus Plan or Incentive Compensation Plan, as well as discretionary equity grants in accordance with Jazz's Long Term Equity Incentive Plan. The successful candidate will also be eligible to participate in various benefits offerings, including, but not limited to, medical, dental and vision insurance, 401k retirement savings plan, and flexible paid vacation. For more information on our Benefits offerings please click here: https://careers.jazzpharma.com/benefits.html. Apply tot his job Apply To this Job