Omnichannel US BBU QA Pod 2 Lead

Omnichannel US BBU QA Pod 2 Lead

ABOUT ASTRAZENECA

AstraZeneca is a global, science-led, patient-focused biopharmaceutical company that focuses on the discovery, development, and commercialization of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies. At AstraZeneca, we 're dedicated to being a Great Place to Work.

Who we are:

The Global Business Service (GBS) team sits within Finance at AstraZeneca and is a dynamic and result-oriented environment and provides a range of enterprise-wide services. We dare to change the way we work by freeing up the business to push the boundaries of science to deliver life-changing medicines. We aim to do this by freeing up time, freeing up money, protecting AZ’s value and providing new capabilities.

Role and Responsibilities

In this role,  you will be working closely with the market stakeholders, project managers, solution owners and Pod members with the following responsibilities -

• Handle collaborators within US region to provide excellent Customer Experience for Marketers, GAICE and Brands.
• Responsible for (QA/QC) Quality Assurance & Quality Control of Omnichannel Campaigns within a well-defined SLAs and expected market timelines.
• Responsible for Scheduling Campaign Health Check calls with Market stakeholders post campaign launch to identify pain points in the deployed campaigns.
• Responsible to work with Channel Leads (Email, Web and Tealium Leads) and collaborators like Project Managers, Content Delivery Managers, Solution Owners, Associate Solution Owners.
• Primarily Responsible for monitoring assigned US Pod campaigns in BAU and identifying issues and gaps in processes so that they are addressed by the delivery teams.
• Be a Principal Liaison with relevant upstream/downstream teams for all incidents related to platform so that they are driven to completion.
• Responsible for managing Reporting Dashboards comprising of key metrics to perform analysis of these incidents and maintain the SLAs of all incidents in the region.
• Responsible towards identifying operational gaps in the existing ways of working and suggesting an improvement by automating redundant task to reduce human intervention thereby limiting errors.
• Responsible for Audit of campaigns across channels including Sales and Reporting in collaboration with teams.
• Provide Feedback to the QA Pod Leads/teams as necessary by interacting with them and resolving outstanding issues based on lessons learnt through Incident Management and documenting the same with Operational SOPs, RCAs (Root Cause Analysis) and Capability Decks.
• Responsible as an SME (Subject Matter Expert) to understand all the nuances of Market with its various strategies employed into the Market Technology Stack.
• As a QA Lead you will be responsible for improvements of Ways of Working (WOWs) within the Pod.
• Function as the Single Point of Contact (PoC) for all incident related issues to the market stakeholders.
• Drive Service Excellence for all Campaigns in collaboration with the Solution Owners/Associate Solution Owners and the respective Channel Leads.
• Be responsible for Campaign Handovers and configuring alerts, relevant dashboards and monitoring alerts raised in BAU (Business as Usual) by intimating the appropriate stakeholders as necessary.
• Be informed of all IT Capabilities so that new capabilities that are created by IT Commercial Teams are communicated as needed with the SOs/ASOs.
• Responsible for Self-Training and Maintaining Technical Knowledge of Omnichannel Capabilities.
• Maintain Incident Management Process in collaboration with IT and manage incidents.
• Build & Support Ways of Working with the Channel SMEs so that all E2E QA processes are robust and scalable across other Pods.
• Ensure that the POD teams are executing the Standard Operating Process (SOPs) for the relevant Pods and report any operational gaps or lack of standards.

Essential Skills and experience

• A bachelor's degree is required, preferably in Science, Engineering, or other related technical field.
• 3+ years of Digital Marketing / Omnichannel experience in operations with different tools like Salesforce Marketing Cloud, Adobe Campaign, Adobe Analytics, Adobe Target and/or Tealium.
• An expert Analyst capable of proposing solutions to the team/stakeholders for complex incidents.
• Understanding Agile mode and Project mode for demand forecasting, analysis, and management.
• Innovative thoughts to standardize/optimize an existing Campaign process/operations.
• Able to drive Continuous Process improvements and Process Automations.
• Understanding the architecture/road map of new capabilities.
• Ability to work on tight timelines is a must.
• Ability to ensure the Quality of work with Services and Incidents.
• Strong focus on customer service/management.
• Experience in Monitoring data, Reporting & Dashboard is a must.

Desirable Skills and experience

• Ability to understand and facilitate new Martech Stack (Market Technology) Tool adoptions among Pod Teams.
• Experience in working with a scalable Omnichannel campaign solution preferable.
• Experienced in understanding campaign strategy, requirements & E2E implementation.
• Independently function as a Subject matter Expert for all Omnichannel Capabilities and Tools.
• Excellent Project management skills
• Stakeholders’ management skills
• Excellent decision maker coupled with strong listening skills.
• Interpersonal skills
• Strong problem-solving abilities.
• Experience in leading and initiating participation with diverse cross-functional teams across multiple geographies.
• Quality record management and attention to details required.

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.