We are a technology-led healthcare solutions provider. We are driven by our purpose to enable healthcare organizations to be future-ready. We offer accelerated, global growth opportunities for talent that’s bold, industrious, and nimble. With Indegene, you gain a unique career experience that celebrates entrepreneurship and is guided by passion, innovation, collaboration, and empathy. To explore exciting opportunities at the convergence of healthcare and technology, check out www.careers.indegene.com
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We are purpose-driven. We enable healthcare organizations to be future ready, and our customer obsession is our driving force. We ensure that our customers achieve what they truly want. We are bold in our actions, nimble in our decision-making, and industrious in the way we work.
Job Summary:
The Service Owners Lead will act as the primary owner for creative, email, e-detail, and web services within the organization. This role is responsible for defining service KPIs, establishing SLAs, and ensuring operational excellence through effective service management. The role also drives performance reviews, including Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR), and ensures alignment between creative and digital teams with broader business objectives.
Key Responsibilities:
* Serve as the single point of accountability for creative, email, e-detail, and web services.
* Define, implement, and monitor KPIs, SLAs, and operational metrics for all services.
* Conduct Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with internal stakeholders and external partners.
* Ensure high-quality delivery across creative and digital campaigns, including emails, e-detail content, and website initiatives.
* Collaborate with cross-functional teams to prioritize workloads, manage resource allocation, and optimize processes.
* Identify opportunities for process improvement, automation, and efficiency within creative and digital services.
* Manage service escalations and implement corrective actions as needed.
* Maintain up-to-date documentation of service workflows, SOPs, and performance dashboards.
* Provide leadership, guidance, and support to teams delivering creative and digital outputs.
* Align service delivery with compliance requirements and industry best practices in life sciences.
Qualifications:
* Bachelor’s degree in Marketing, Life Sciences, Business Administration, or related field.
* 7–10 years of experience in creative, digital, or marketing operations within life sciences or pharmaceutical industry.
* Strong understanding of creative production, email marketing, e-detail content, and web operations.
* Experience in defining KPIs, SLAs, and managing service performance.
* Proven ability to conduct MBRs/QBRs and communicate insights to senior stakeholders.
* Excellent project management, analytical, and organizational skills.
* Strong leadership and team management capabilities.
* Knowledge of regulatory requirements and compliance in life sciences marketing preferred.
Key Competencies:
* Strategic thinking and business acumen
* Operational excellence and process optimization
* Stakeholder management and collaboration
* Problem-solving and decision-making
* Effective communication and presentation skills
What We Offer:
* Opportunity to lead critical creative and digital services in a global life sciences environment
* Dynamic, collaborative, and innovative work culture
* Career growth and professional development opportunities