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Consumer Experience Operations Lead



Cambridge, MA, USA
Posted on Tuesday, February 6, 2024
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Consumer Experience Operations Lead

Cambridge, Massachusetts


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Success Profile

Do you have what it takes for a successful career with Sanofi?

  • Courageous
  • Results-driven
  • Proactive
  • Problem-Solver
  • Leadership
  • Team player

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Culture: Play to Win

  • Growth

  • Innovation

  • Efficiency

  • Collaboration


  • Health & Wellness

    Comprehensive coverage including medical, dental, vision, and health and wellness programs.

  • Financial

    Sanofi wants to ensure employees are equipped for financial health, Sanofi provides a competitive 401K Match program and Financial Wel-Being Tools and Programs.

  • Culture

    At Sanofi, we demonstrate our commitment to inclusion and diversity through Culture groups and programs. There are many ways to make a difference and connect with other Sanofi employees: including ERG groups and 2 PAID days off to Volunteer.

  • Work/Life Balance

    Sanofi provides significant Work/Life benefits to help you excel beyond the workday. Including Workplace Flexibility through part‑time, remote work, flex‑time and job share options.

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"At Sanofi, We are guided by a deep appreciation and understanding of what it means to live with a rare blood disorder, and we learn by listening to the community – patients, caregivers physicians, and other healthcare professionals."

Shannon Resetich US Head Rare Diseases & Blood Disorders

"Patients are at the center of all that we do at Sanofi. Our teams are focused on advancing transformational therapies that can address serious unmet needs for people living with rare blood disorders, and expanding global patient access to our medicines."

Mouhamed Gueye US Head Medical Rare Blood Disorders


Purpose & Context

The Consumer Experience (CX) Operations Lead is a detail-oriented self-starter who is skilled and experienced in collaborating with product teams to deliver seamless execution and creative excellence within a fast-paced, agile based environment. S/he is responsible and accountable for the efficient, effective scoping, estimating and management of all consumer experience team deliverables including research, strategy, design and prototyping for complex programs within Sanofi.

S/he leads overall CX program execution to drive cross-team communication and proactively removes obstacles or blockers that may get in the way of delivery. This role focuses on project planning, execution, resource management/allocations, budget management, change management and being the central hub to drive the CX program team forward. Additionally, the CX Operations Lead is focused on operational processes including executing/managing external vendor agreements, team templates, asset organization and iterative recommendation/implementation changes to team methods and frameworks.


  • Effectively summarize and communicate project status to a wide variety of stakeholders. Disseminate detailed information effectively and efficiently.

  • Ensure that dependent business unit schedules are known and identified in advance to all participants (who needs to launch what when and what is required for that effort).

  • Facilitate the definition of program scope, estimates and deliverables.

  • Strong technical, process analysis, documentation and mapping skills.

  • Proven problem solver with expert knowledge of CX and Design workflow best practices

  • Unflappable, with the ability to bring a sense of calm assurance to high-energy interactions

  • Excellent interpersonal, leadership, listening, and communication skills: Ability to negotiate a complex organizational structure and drive consensus across stakeholders.

  • Ability to construct workable solutions when presented with multiple and, often times, conflicting points of view

  • Experience with agile development and tactical skills such as spreadsheet, word processing, presentation, and electronic workflow software, a must

  • Anticipate issues and risks associated with project implementation and work with functional management to develop strategies to resolve issues and mitigate risks.

  • Manage multiple projects, tasks, priorities, and internal expectations.

  • Implement and maintain a collaborative team environment involving different functional areas.

  • Work in concert with functional teams, identify and work to implement necessary process adaptations.

  • Work with technical project managers to ensure that technical schedules for the program are integrated to the degree that dependencies are identified and resolved in advance.

  • Proficiency in project management software, such as Smartsheet and MS Office

  • Participate in driving and documenting process standards and best practice of creative project planning and scheduling

  • Lead process improvements and creative tool implementation.

  • Develop, implement, and shepherd continuous improvements and process opportunities

  • Lead detailed project planning, budgeting, and cross-team capacity planning in collaboration with cross-functional groups

  • Orchestrate cross-teams to deliver high quality, on-time design deliverables, accounting for on-the-fly program needs and changes as they occur.

Key Qualifications

  • Minimum BA/BS in a Project Management, Business Management, Computer Science, or Logistics; Master’s degree in relevant field a plus

  • 10+ years of hands-on studio and traffic management is a must

  • Broad experience working directly in a high-volume, fast-paced, constantly changing studio/in-house creative environment

  • Superior organizational skills with the ability to multi-task and manage time

  • 10+ years of project/process management, operations or strategy analyst experience.

  • Experience managing complex projects through all phases of the project lifecycle to a successful conclusion (on time, on budget, benefits delivered) in a large scale, complex global environment

  • Experience in Lean, iterative design process and Agile development process

  • Must be a pragmatic and objective communicator who can present project status and creative and design operational efficiency to all levels of the company

  • Excellent verbal and written communication skills, especially as they relate to presenting, articulating and defending research and design decisions

  • Agency experience is a plus

  • Familiarity with pharma/health technology is a plus.

  • PMP Certification a plus.

  • Process Management and/or certification a plus.

Desired Traits

  • Agility, Decisiveness, Resilience, Transparent Agility, Decisiveness, Resilience, Transparent communications and Openness

  • Strong attention to detail, especially in planning and scheduling across different functional teams and following through with successful execution.

  • You bring the ability and interest to help lead cultural shifts in the organization including Digital transformation and openness

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.


At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.


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