Operations Manager

Description:

Veeva Systems, a mission-driven leader in life sciences cloud software, is seeking an Operations Manager to act as the primary point of contact for all service-related inquiries and escalations. This role requires strong operational expertise, team leadership, and the ability to maintain transparent, reliable services to internal and external stakeholders. The Operations Manager will oversee coordinator teams, ensure adherence to SLAs, and continuously improve operational processes.

Key Responsibilities:

• Serve as the daily point of contact for internal and external stakeholders regarding service-related inquiries and escalations.

• Hire, train, and develop coordinator teams to support steady-state operations, including company policies, customer business rules, system updates, and projects.

• Manage direct reports, workload, quality, and adherence to SLAs.

• Maintain and update SOPs and business rules, both internal and customer-provided.

• Monitor team metrics and operational effectiveness for service-related capabilities.

• Support customer onboarding and identify areas for process improvements or change management.

• Create, maintain, and review reports and procedures to ensure timely and accurate completion of processes.

• Periodically work overtime to support business needs.

Key Requirements:

• 3+ years’ experience in pharmaceutical, biotech, or third-party agencies supporting HCP-related events.

• Strong proficiency in Microsoft Excel and Word; PowerPoint experience is a plus.

• Excellent analytical, organizational, planning, and communication skills.

• Strong team management and conflict resolution abilities.

• Ability to manage multiple priorities independently in a fast-paced environment.

• High discretion and confidentiality in handling sensitive information.

Nice to Have:

• Knowledge of Veeva Commercial Cloud Product Suite, including Veeva CRM, Veeva Vault, Events Management, and Engage.

• Positive, “Whatever it Takes” attitude and servant leadership mindset.

Perks & Benefits:

• Medical, dental, vision, and basic life insurance

• Flexible PTO and company-paid holidays

• Retirement programs

• 1% charitable giving program