Global Digital Performance Services Team Lead | B-510

The Global Digital Performance Services Team Lead (“DPTL”) is a critical role responsible for operationalizing, delivering, and optimizing mature and/or business-critical capabilities related to online channel management (i.e., operations and optimization across SEO, SEM, web, and social media) within our company’s global services delivery setup. The DPTL is a team leader and people manager who is responsible for overseeing and optimizing all aspects of their team, including: development, growth, organization, hiring, administration, budgets, resources, processes, governance, and cross-functional relationships & collaborations.

This role is of high complexity and high visibility - it requires comfort in making decisions and guiding a team in a fast-paced, global environment with regularly-changing priorities and a high level of ambiguity & challenges. This role is a hybrid role that will require working from our Sant Cugat office a few days a week, as well as occasional international travel (both within and outside of the EU).

Tasks and responsibilities:

1. Lead a team of individual Subject Matter (Service) Experts and Coordinators - as a people manager, the DPTL will be accountable for empowering and enabling their team to deliver online channel management services at global scale and for this, the DPTL will need to manage the development, growth, organization, hiring, and administration of their team and its members.
2. Continuously measure, report, and improve both quality and costs of online channel management services delivery. The DPTL will need to make sure that improvement ideas are regularly created, evaluated, and implemented to continuously improve the performance of their team’s service delivery.
3. Manage the end-to-end lifecycle for new and existing online channel management services, focusing on the following 5 key areas: (1) co-developing and establishing cases for new services, (2) piloting newly-approved services, (3) implementing and scaling newly-established services, (4) stabilizing and optimizing delivery of new and existing services, and (5) providing support and issue resolution for new and existing services.
4. Help GCOs with piloting new technologies, new ways of working, and disruptive changes related to online channel management.
5. Collaborate with IT counterparts to ensure platforms and systems meet business and global service delivery needs for online channel management.
6. Transform any maturing and/or business-critical capabilities related to online channel management into new, globally-harmonized services to be delivered at global scale.

Requirements:

1. 3+ years of team/people management & lateral leadership experience in large, globally-matrixed organizations.
2. 5+ years of proven success in services delivery - preferably in a Big Pharma, internal shared services setup.
3. The global nature of this job requires being 100% fluent and comfortable in English - reading, writing, speaking, and presenting. Spanish and/or German skills (as well as other languages) are also a plus.
4. Degree in management information systems (MIS), data engineering/data management, or computer science.