Jazz Pharmaceuticals
Associate Director, Digital & Web Ops Global Capability Owner
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About Jazz Pharmaceuticals
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.
About the Role
At Jazz, we are reimagining how we design and deliver more precise customer experiences, enabled by new technologies, modern ways of working, and high performing team behaviors. Through this work, we enable teams to better understand patients, caregivers, and HCPs, anticipate their needs across the enterprise, deliver timely and personalized engagement, and orchestrate seamless, end-to-end experiences as One Jazz.
To power this ambition with both speed and scale, we are embracing a new capability-oriented operating model, allowing business and technology teams to partner side by side in building, advancing, and delivering global capabilities across our enterprise. Cross-functional, empowered Global Capability teams own outcomes—not just outputs—and work from clear capability visions, strategies, and measurable goals. We prioritize user problems, validate solutions through experimentation and data, and iterate quickly to create real value for our users and the business. As part of this model, you’ll collaborate closely with users, stakeholders, and technical teams across the organization, using discovery and delivery practices to ensure we’re building the right things, in the right way, at the right time.
Role Overview
The Global Capability Owner, Digital & Web Ops, provides hands-on capability ownership and strategic direction for the Digital & Web Ops team within the Content Development & Deployment team in Global Customer Experience Operations. Digital & Web Ops encompasses the platforms and capabilities that enable personalized interactions across web, CRM, email, and patient-facing applications, supporting seamless omnichannel experiences. Reporting to the Suite Lead, this role serves as the primary Global Capability leader for the Digital & Web Ops team and partners closely with Tech Leads, development teams, Activation, and vendor partners to ensure solutions are aligned with capability priorities and enterprise standards.
Key Responsibilities
Global Capability Strategy & Roadmap Ownership
- Define and articulate the capability vision, and outcomes aligned to global and franchise priorities in collaboration with key stakeholders.
- Own and continuously evolve the Digital & Web Ops roadmap, making prioritization and trade-off decisions to add the most value based upon user feedback.
- Translate business needs into capability solutions with measurable success metrics that drive impact across franchises and the business.
- Define and standardize channel activation frameworks across email, web, media, patient applications, and other engagement touchpoints.
- Own web governance and content management across branded and unbranded properties (standards, templates, publishing workflows, compliance).
Collaboration
- Connect business stakeholders and the Digital & Web Ops global capability team, ensuring requirements are clearly defined and aligned to strategically important business outcomes and success metrics.
- Partner closely with the Tech Lead to align business priorities with technical feasibility and delivery sequencing, ensuring trade-offs support agreed business outcomes.
- Partner closely with the Suite Lead to align capability priorities, scope, and roadmap decisions with team-level business objectives, ensuring consistent focus on enterprise outcomes and value delivery.
- Define clear capability requirements, user stories, and acceptance criteria to enable efficient execution and alignment with business partner activity needs.
- Partner across the Customer Experience Organization to ensure seamless integration and influence ongoing capability evolution to support scalability, flexibility, and compliance requirements.
- Maximize enterprise commercial ROI by delivering integrated omnichannel performance insights that inform budget allocation, channel optimization, and portfolio prioritization decisions for senior leadership.
- Partner with Activation Leads as the primary interface for new capabilities, aligning on priorities and driving adoption of new capabilities across franchises and functions.
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User-Centered Solution Development
- Leverage user insights and engagement data to shape Digital & Web Ops capabilities that drive an improved customer experience (for both internal and external users).
- Lead discovery efforts, engaging directly with users and key stakeholders to deeply understand their needs, validate business value, and assess technical feasibility prior to development.
Delivery, Optimization & Value Realization
- Partner across Global Capability teams to deliver scalable, reusable Digital & Web Ops capabilities.
- Monitor capability adoption, outcome KPIs, and engagement metrics to inform backlog prioritization and continuous improvement.
- Develop and manage documentation (PRDs, user stories, discovery artifacts), and sprint planning in partnership with the Tech Lead and development teams.
- Drive experimentation to improve Web CMS Capability, Digital Channel Enablement Capabilities, Engagement Capabilities, and Patient Apps outcomes.
- Leverage outcome metrics to articulate the capability's value proposition and its impact, promoting capability awareness across CX operations and foster a culture of engagement and feedback in partnership with Activation.
Technical Skills
- Required Knowledge, Skills, and Abilities
- Experience designing scalable capability frameworks, prioritization logic, and governance standards.
- Strong understanding of web content management systems (e.g., Drupal), digital channel enablement tools (e.g., SEO/SEM, social media), and patient-facing digital applications.
- Knowledge of digital channel activation, web governance, CRM-driven personalization, and compliant digital engagement frameworks, including how platform configuration and integration design impact campaign execution, patient journey continuity, and engagement quality.
- Experience working within Agile product development and product operating models.
- Experience with tools such as JIRA, Confluence, or similar product management and collaboration platforms.
- Experience using AI, automation, or agentic workflows to enhance learning design, delivery, or learning operations.
- Experience partnering with end users across product discovery, design, and deployment.
Business Skills
- Customer Journey Understanding – ability to see customer’s end-to-end experience clearly and use it on an ongoing basis for go to market strategic, tactical and measurement decisions, while anticipating needs across touchpoints. Make practical decisions that improve journey and outcomes.
- Cross functional Matrix Collaboration – ability to work fluidly across teams and reporting lines respecting SME, coordinating shared work, ensuring progress even when accountability is distributed – supporting decisions with professional alignment and focus on collective success. Deeply understands and values unique capabilities and perspectives of diverse functions.
- Problem Solving - ability to break down complexity, identify root causes, and experiment with solutions using an adaptive, learning oriented approach.
- Managing Competing Priorities - ability to navigate shifting demands with clarity and adaptability, focusing effort where it creates the greatest future impact while keeping work moving.
- Decision‑Making - ability to make transparent, criteria-based decisions by weighing options, risks, and implications and aligning others around the path forward.
- Continuous Improvement — ability to regularly improve processes/products through reflection and iteration, generates new options and approaches when constraints exist, growth mindset, challenges status quo.
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Qualifications
Required/Preferred Education and Licenses
- Bachelor’s degree in business, technology, marketing, science, or related field.
- 8+ years of experience in pharmaceutical, healthcare, or other highly regulated industries.
- Experience in digital product management, product ownership, or demonstrated experience managing the creation and delivery of a product roadmap within a cross-functional team.
- Experience working with web content management systems (e.g., Drupal), CRM and marketing automation platforms (e.g., Salesforce Health Cloud, SFMC), and digital channel enablement tools.
Preferred / Additional Qualifications
- Advanced degree (MBA or relevant graduate degree) preferred.
- Experience working in a product operating model.
- Experience partnering with Product teams supporting digital and operational capabilities.
- Experience working in rare disease or specialty brands, with strong understanding of unique stakeholder dynamics.
Working Requirements
- 20-30% travel will be required.
Jazz Expected Behaviors
- Demonstrates ownership and accountability, taking responsibility for outcomes and driving work forward with urgency, clarity, and a focus on impact.
- Leads with curiosity and a Growth Mindset, actively exploring user needs, emerging technologies, and new ways of working to elevate capability and innovation.
- Embraces change as a learning opportunity, adapting quickly, modeling resilience, and helping others navigate dynamic environments.
- Acts with a One Jazz mindset, prioritizing enterprise value, breaking down silos, and building strong, trust-based partnerships across teams.
- Delivers high-performance results, setting ambitious goals, challenging assumptions, and consistently driving measurable business impact.
- Models inclusive, collaborative leadership, creating space for diverse perspectives and empowering others to contribute their best work.
- Invest in continuous learning, developing personal skills while coaching and elevating the capabilities of colleagues and cross functional partners.
- Navigates ambiguity with confidence, using sound judgment, data, and user insights to make informed decisions even when information is incomplete.
- Communicates with clarity and influence, simplifying complexity, aligning stakeholders, and ensuring shared understanding of priorities and outcomes.
Equal Opportunity Employer
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.
Compensation and Benefits
FOR US BASED CANDIDATES ONLY
Jazz Pharmaceuticals, Inc. is 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: $16
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