Senior Director, Customer Experience and Commercial Capabilities

Statistics show that women and underrepresented groups tend to apply to jobs only if they meet 100% of the qualifications. Sobi encourages you to change that statistic and apply. Rarely do candidates meet 100% of the qualifications. We look forward to your application!

At Sobi, each person brings their unique talents to work as a team and make a difference. We are dedicated to developing and delivering innovative therapies to improve the lives of people who live with a rare disease. Our edge comes from our team of people and our commitment to patients.

Our mission and culture at Sobi North America get us excited to come to work every day, but here are a few more reasons to join our team:

• Competitive compensation for your work
• Generous time off policy
• Summer Fridays
• Opportunity to broaden your horizons by attending popular conferences
• Emphasis on work/life balance
• Collaborative and team-oriented environment
• Making a positive impact to help ultra-rare disease patients who are in need of life saving treatments

The Senior Director, Customer Experience and Commercial Capabilities will play a pivotal role in shaping the future of how our organization engages with customers across North America. Reporting to the Vice President, Customer Experience, Insights & Operations, this leader will advance the company’s commitment to delivering world-class customer experiences and harnessing the power of AI to transform how we work. By unifying strategy, data, technology, AI, and marketing, this role will accelerate our ability to deliver seamless, personalized, and impactful experiences for customers—and measurable results for the business. The Senior Director will lead a high performing, cross-functional team and serve as a strategic partner to brand and functional leaders to scale capabilities, enhance performance, and unlock new opportunities for growth. This is a unique opportunity to lead a team at the forefront of biotech’s evolution—where customer experience and artificial intelligence converge to drive innovation, agility, and meaningful impact for patients and the organization.

This is a hybrid position. Candidates located within commuting distance of our Waltham, MA office are preferred.

Key Responsibilities:

• Strategic Leadership
  • Develop and execute an enterprise Customer Experience (CX) strategy that spans therapeutic areas and integrates omnichannel engagement, data science, and AI-driven insights.
  • Partner with brand, field, medical, and market access teams to align CX strategies with business objectives and launch goals.
  • Champion innovation by identifying emerging technologies, data partnerships, and digital opportunities that enhance customer engagement and commercial effectiveness.
• Functional Leadership
  • Lead and unify the following functions:
    • Omnichannel Center of Excellence – strategy, journey design, orchestration, and enablement.
    • Digital Measurement & Performance – measurement frameworks, dashboards, KPIs, and ROI analysis.
    • AI Strategy & Enablement – governance, education, and application of generative and predictive AI.
• Execution & Partnership
  • Serve as a strategic advisor and subject-matter expert to brand and cross-functional teams, ensuring advanced capabilities are embedded into commercial plans and execution.
  • Oversee CX implementation across launch brands, ensuring agile execution, alignment with field strategy, and measurable impact.
  • Manage executive agency relationships (media, digital) to drive innovation, efficiency, and consistent execution across brands.
• Team Leadership
  • Lead, inspire, and develop a diverse team of experts, fostering a culture of innovation, collaboration, and accountability.
  • Establish clear goals and performance metrics, champion professional development, and create pathways for career growth.
• Enterprise Enablement
  • Advance Sobi’s enterprise CX strategy—right-sizing frameworks, tools, and processes to align with Sobi-specific needs.
  • Build scalable governance and operating models that leverage speed, agility, and cross-functional collaboration

Personal Attributes:

• Ability to be a strategic business partner - Demonstrates a deep understanding of how AI can drive business transformation and effectively partners with leaders across functions to deliver impact
• Comfortable navigating uncertainty, with the ability to develop clear, actionable plans and solutions in dynamic, fast paced environments
• Excellent interpersonal, oral and written communication skills, confident executive presence; capable of engaging and influencing cross-functional teams
• Deeply committed to leveraging AI, data, and technology to create transformative solutions and drive a culture of continuous improvement
• Demonstrate behaviors in line with Sobi's core values: Care, Ambition, Urgency, Ownership and Partnership

Position Qualification:

• 15+ years of progressive experience in biotech, pharma, or healthcare with a focus on marketing, digital, analytics, or commercial operations
• Proven track record of leading cross-functional commercial or CX teams and delivering measurable business impact
• Deep understanding of omnichannel strategy, data analytics, AI applications, and modern marketing technologies
• Experience managing agencies and external partners, with a strong orientation toward innovation and efficiency
• Exceptional leadership, communication, and change-management skills with the ability to influence at all levels
• Bachelor’s degree in Marketing, Business, or related field required; MBA or advanced degree preferred

Compensation and Total Rewards at Sobi

At Sobi, we are dedicated to providing our employees with a comprehensive and industry-competitive total rewards package. Our compensation philosophy is designed to recognize and reward talent, ensuring that your contributions are valued and reflected in your overall rewards.

Your total compensation at Sobi goes beyond just your base salary and annual bonus. It also includes a robust suite of benefits, such as:

• A competitive 401(k) match to support your financial future.
• Tuition and wellness reimbursements to invest in your personal and professional growth.
• A comprehensive medical, dental, and vision package to prioritize your health and well-being.
• Additional recognition awards to celebrate your achievements.

The base salary range for this role is $214,000-$275,000. Each individual offer will be determined based on several factors, including your experience, qualifications, and location. Additionally, this role is eligible for both short-term and long-term bonuses, as outlined in the plan details.

All Sobi employees need to demonstrate behaviors in line with Sobi's core values: Care, Ambition, Urgency, Ownership and Partnership. Are you ready to be on the Sobi team? Come join a culture that empowers every person to be the person that makes a difference for rare disease.

Why Join Us?

We are a global company with over 1,700 employees in more than 30 countries and are committed to the societies where we operate. With a deeply skilled management team directing our day-to-day wins, and a Board with a stellar track record, we’re ready to take on the world’s diseases, ailments and adversity. Our people believe they have the power to make a positive impact in others’ lives because that’s exactly what we do here. If you’re seeking a career that taps into your talents in a way that makes the world a better, healthier place, we just may have a job for you.

We know our employees are our most valuable asset, and our culture conveys that. We offer a competitive benefits package, to support the health and happiness of our staff.

Sobi Culture

At Sobi, we refuse to accept the status quo. This is because we have witnessed first-hand the challenges facing those affected by rare diseases, and have used this knowledge to shape our business to find new ways of helping them.

As a specialized biopharmaceutical company, we are dedicated to rare diseases. And we see this focus as a strength. By effectively turning our research into ground-breaking treatments, we help make medicine more accessible and open up more possibilities for patients and more opportunities for those caring for them. This has been our approach since day one, but we know we can’t change the world of rare diseases on our own. Accomplishing this requires strong partnerships with patients, partners and stakeholders across the entire value chain. Together, we define how our business can create solutions that serve the needs of those affected by rare diseases while facilitating sustainable growth.

An Equal Opportunity Employer

Sobi is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions at Sobi are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity, protected veterans and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status or protected groups by the laws or regulations in the locations where we operate.

Sobi is an affirmative action and equal opportunity employer. Disabled/Veterans. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access this website to apply for a vacancy as a result of your disability. You can request reasonable accommodations by sending an email to [email protected]

COVID-19 Policy

For the safety of our employees and all individuals with whom we interact professionally, Sobi North America requires all new hires in the U.S. to be fully vaccinated for COVID-19 with proof of vaccination status. We will consider requests for reasonable medical or religious accommodations, as well as any state-specific exemptions, as required by applicable law.