Consumer Experience Lead

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together

SUMMARY:

Operational leadership for customer experience (CX) and retention initiatives within a highly regulated pharmaceutical environment. This role oversees vendor-driven marketing operations, Veeva promotional submissions, data and reporting, and cross-functional execution while proactively identifying opportunities to optimize processes, resolve complex operational challenges, and scale business value. The ideal candidate functions with a high degree of autonomy, thrives in ambiguous environments, and connects detailed execution to overarching CX and retention objectives.

PRIMARY DUTIES:

• Lead day-to-day operational activities supporting enterprise CX and retention initiatives across commercial operations.
• Manage external vendor relationships, including deliverable tracking, performance monitoring, contract execution, and complex issue resolution.
• Own and manage end-to-end Veeva submission processes, ensuring marketing and promotional materials are accurately prepared, submitted, tracked, and compliant with regulatory standards and timelines.
• Review, interpret, and synthesize disparate data and reporting from multiple vendors across varied formats, structures, and levels of detail.
• Identify data discrepancies, market trends, performance gaps, and optimization opportunities; translate raw vendor data into clear, actionable business insights.
• Partner with internal analytics and data teams to validate vendor inputs, streamline reporting workflows, and build scalable reporting infrastructure.
• Navigate evolving systems and processes, translating ambiguous or incomplete requests into structured execution plans and actionable next steps.
• Drive continuous process improvement across vendor management, promotional review workflows, reporting systems, and CX capabilities.