Senior Director, Customer Engagement Strategy & Operations

The Opportunity:

The Senior Director, Customer Engagement Strategy (Generative AI, Agentic AI & GEO) is a newly created role within commercial that will shape how Revolution Medicines uses advanced AI to improve healthcare professional engagement and ultimately commercial performance across the US. is seeking a forward-thinking, digital & AI fluent customer engagement leader strategically focused on creating, shaping and implementing innovative AI capabilities to drive optimal performance while also delivering high-quality customer experiences across our HCP engagement channels. This individual will drive business impact and transformation through the combination of commercial go-to-market strategy, deep AI acumen, commercial data subject mastery, and extensive customer engagement experience. This role reports to the Head of Portfolio Omnichannel Strategy & Operations and is not a software engineering or data science position.  This leader is an AI SME and is also a strategic AI advisor to SVP, VP, USLT & other functions with proven success influencing and delivering for executive level.

The successful candidate will bring deep Generative AI and Agentic AI expertise and apply it to identify high-value opportunities, shape implementation approaches, and deliver measurable improvements in HCP & Patient engagement across brands, platforms, channels & data sets.  This business leadership position requires experience evaluating, piloting and scaling AI-enabled solutions.  The role will set the commercial AI vision and operating model (with solution design), prioritizing high-value use cases, influencing enterprise roadmaps, and guiding capabilities from concept to pilot through adoption and scale.  The selected candidate will translate portfolio and brand priorities into AI-enabled orchestrated engagement capabilities that improve with the personalization and timing of engagements via contacts points that are relatable, relevant and resonate with customers & patients.

As an initial individual contributor, this person will lead through expertise, collaboration, and influence while establishing repeatable data, governance, and operating practices that can support multiple brands and functions (portfolio) where applicable. Working in a highly collaborative environment there will be strong collaboration with the Analytics & Insights team and Commercial IS for shared innovation, signals, methodology, computed attributes, segmentation, personalization, dynamic targeting, data management & data pipelines.

Responsibilities include: 

• Serve as the Internal & external thought leader on AI & Emerging capabilities. Provide informed guidance to Commercial Leadership, brand teams, Enterprise AI, Commercial IT, data product owners, and external partners, and help teams understand the benefits, opportunities and risks associated with emerging AI & LLM capabilities.

• Identify and prioritize high-value opportunities. Translate portfolio, brand, market, and customer insights into a practical customer engagement roadmap (and programs/projects) driving a positive RevMed engagement across HCP & patients spanning personal & non-personal engagement channels.

• Translate strategy into executable solutions. Connect commercial and technical teams by defining solutions or journeys that include generative or agentic AI solutions, intended outcomes, data requirements, success measures and leading by example to move these solutions from ideation to pilot to production and scale.

• Advance AI-enabled omnichannel engagement. Design connected HCP experiences across field, digital, media, email, congress, and emerging channels, using predictive, prescriptive, generative, and agentic capabilities to improve when, where, how, and when not to engage. (Builds on the bullet below)

• (Focused on Ai inputs and outputs) Strengthen data, technology, and measurement for optimal customer experiences. Define any new data, signals, and decision logic needed for targeting, segmentation, orchestration, consent, content distribution, and optimization. Partner on KPIs, dashboards, platform and vendor evaluations, build-versus-buy decisions, and integration needs.

• Shape the commercial AI vision and operating model that drives customer engagement & impact. Define shared standards, frameworks, governance, and scalable ways of working for Generative AI and Agentic AI in U.S. Commercial customer engagement. This environment will not be static, we will find new solutions as we further mature our capabilities.

• Enable adoption and measurable impact. Build cross-functional alignment, clear processes, and practical change-management approaches that support innovation while maintaining compliance. Track engagement effectiveness, efficiency, business impact, and return on investment.

Required Experience, Skills, and Education:

• Bachelor's degree required; MBA or another advanced degree strongly preferred.

• Commercial experience. 12 years of progressive experience in commercial strategy, marketing, omnichannel customer engagement, marketing operations, data, analytics, or related functions within the pharmaceutical or biotechnology industry.

• AI subject matter expertise. Demonstrated expertise in the business application of Generative AI, Agentic AI, large language models, AI agents, natural language processing, machine learning, and predictive and prescriptive analytics. Experience must extend beyond general familiarity and include evaluating, shaping, implementing, or scaling AI-enabled solutions. Strong experience in the application of progressive AI & ML technologies including NLP, Bayesian, LLMs, ML Learning & Training. 

• Cross-functional leadership. Demonstrated success leading complex programs in matrixed organizations, building alignment, influencing senior stakeholders, and delivering outcomes without direct authority.

• Business-to-technical translation. Proven ability to turn complex commercial needs into clear AI, data, product, and technology requirements and to partner effectively with data scientists, engineers, product owners, Enterprise AI, and Commercial IT teams.

• Data Omnichannel Expertise & Innovation. Strong understanding of commercial data, analytics, CRM, marketing automation, customer journey orchestration, and digital engagement platforms, including Veeva CRM, Salesforce Marketing Cloud, or comparable tools.

• Regulated-industry experience. Experience partnering with Legal, Medical, Compliance, promotional review, privacy, procurement, and vendor teams to enable responsible innovation.

• Preferred background. Oncology commercialization or launch experience, targeted therapy or rare-disease experience, and work in a high-growth or pre-commercial biotechnology environment are strongly preferred. 

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