Head of Customer Engagement (Field Excellence), Canada (Remote)

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.

The Head of Customer Engagement (Field Excellence), Launch Excellence, and Operations Strategy is a senior leadership role with broad organizational impact, accountable for shaping and driving integrated, customer-centric strategies across commercial and medical field teams at Jazz. This leader will partner with senior stakeholders across functions and geographies to define and execute a unified vision for omnichannel engagement, field force effectiveness, and operational excellence—maximizing value across both innovative launches and mature brand portfolios.

Reporting to the General Manager and as a key member of the Country Leadership Team, this role is charged with elevating customer engagement models, embedding strategic field capabilities, leading the launch framework, and ensuring seamless, cross-functional execution with enterprise-wide implications.

Key Responsibilities

Field Excellence, Capability Building & Performance Management

• Develop and implement a unified strategy (across Franchises) to elevate customer engagement excellence with decisions that influence Jazz-wide field operations and customer engagement practices.
• Includes embedding Key Account Management (KAM) and customer engagement models into field operations, enhancing commercial and medical field teams through structured training, skill development, and capability-building initiatives, while implementing a consistent framework for evaluating and refining account plans to ensure alignment with strategic objectives.
• Own the end-to-end performance management framework, including establishing business-critical KPIs, ROI-based dashboards, and actionable insights to guide strategic decisions and resource prioritization that impact cross-functional teams and broader organizational goals.
• Equip field managers with coaching frameworks, performance insights, and leadership tools to effectively develop and support high-performing, customer-centric teams.
• Establish and monitor KPIs, dashboards, and performance metrics to track field impact, inform decision-making, and identify opportunities for continuous improvement.
• Design and evolve incentive models that reinforce desired behaviors, align with customer engagement goals, and drive cross-functional performance ensuring alignment with Jazz’s long-term business objectives.
• Foster a culture of accountability, agility, and continuous learning to enable field teams to adapt and thrive in a dynamic healthcare environment.
  

Customer Engagement Strategy & Omnichannel Readiness

• Lead the local strategy and the phased roadmap to transition toward a digital ready organization enabling an integrated omnichannel engagement model across commercial and medical field teams partnering with the Country Leadership team and VP, Business Operations to align strategic objectives and investments. Establish key foundational elements such as email consent processes, and infrastructure alignment to enable a digital ready organization and support omnichannel efforts.
• Drive cross-functional budget planning and allocation for omnichannel initiatives, balancing innovation with cost-effectiveness to maximize engagement ROI.
• Collaborate with Digital, IT, and Field Leadership to build necessary capabilities and provide essential training, helping teams shift toward a more cohesive, customer-oriented engagement approach.
  
  

Launch Readiness & Innovation Acceleration

• In partnership with Country Medical Dir, MA Head, VP Head of Medical Affairs, VP market Access develop launch framework, and Launch center of excellence, co-lead launch activities, monitor performance, assess ROI across activities and functional accountability for pre-launch investment decisions and outcomes
• Lead the strategic planning process and cross-functional alignment for new product launches, diagnostics monitor performance, ensure effective investment prioritization, establish metrics and accountable for pre-launch success
• Lead/Monitor new product planning and launch readiness assessments to facilitate smooth market introductions, collaborate closely with regional brand leads.
  
  

Mature Brand Optimization

• Perform detailed analytics to evaluate the timing for transitioning in-line brands to the mature portfolio, making strategic resource allocation decisions in close consultation with the GM that affect Jazz’s overall brand portfolio management
• Lead the overall strategy and operations for mature brands, developing nontraditional customer engagement models to maximize asset value and full accountability of brand(s) performance
• Develop and execute strategies to maximize the value of mature brands, utilizing a mix of engagement approaches—such as digital channels (i.e. limiting field/commercial involvement)—while ensuring cost-effective resource allocation.
  

Cross-Functional Collaboration & Operational Excellence

• Lead the local business planning cycle, strategic direction of affiliate meetings to optimize field readiness and execution, oversee cross-divisional capabilities including commercial and medical analytics, training, lifecycle and PSP integration.
• Harmonize business operations across marketing, medical education, field infrastructure, business intelligence, and process optimization.
• Break down silos and foster synergies across franchises and departments to ensure aligned, efficient execution and maximize overall organizational impact., Digital & Organizational Transformation
• Align field operations with evolving customer expectations and market dynamics.
• Contribute to Building a high-performance organization through innovation, leadership development, and cross-functional alignment.
  
  

Qualifications, Experience And Skills Required

• Bachelor's degree in Life Sciences, Business, or related field required; advanced degree (MBA, PharmD, PhD, or MD) is an asset
• Extensive experience in pharmaceutical or biotech industry, with leadership experience in field strategy, customer engagement, cross-functional operations.
• Proven experience in leading end-to-end brand/portfolio ownership, including P&L responsibility, strategic planning, market development, and cross-functional execution.
• Proven track record of leading a customer interfacing team/ Key Account Managers, as well as leading sales managers or second-line management.
• Proven experience with KAM implementation and omnichannel transformation
• Proven success in implementing high performance practices and building high performing teams
• Strong leadership, influence, and coaching capabilities in matrixed environments
• Deep understanding of Canadian healthcare, PSPs, and market access dynamics
• Strategic mindset with the ability to operationalize quickly
• Data-driven decision-maker with expertise in performance monitoring and field analytics
• Comfortable driving innovation, transformation, and cultural change.
  
  

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 CANADA BASED CANDIDATES ONLY

Jazz Pharmaceuticals Canada, Inc. and Celator Pharmaceuticals Corp. are 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: $184,000.00 - $276,000.00

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 pay decisions. This range will be reviewed on a regular basis.

At Jazz/Celator, 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, Extended Health Care, Dental, Long Term Disability, Life Insurance, RRSP, and paid vacation.