job summary:
The Tech Lead, KOL & External Engagement Platforms, provides hands-on technical leadership and solution design expertise for the KOL & External Engagement Platforms Global Capability team within the Customer Operations function. Reporting to the Technical Suite Lead, this role serves as the primary technical leader for the capability, partnering closely with the Product Owner, Activation Lead, development teams, and/or vendor teams to ensure capability priorities and global standards.
The KOL & External Engagement Platforms[strong style="box-sizing: border-box; "] team enables the planning, execution, and performance tracking of events, congresses, speaker programs, and broader engagement activities across KOLs, HCPs, patients, and caregivers. As the Tech Lead, this role is a hands-on contributor and technical leader, directly involved in designing, building, and delivering solutions for engagement and event management platforms alongside the development team, bringing technical depth and leadership to every stage of the work.
[Essential Functions/Responsibilities
Key Responsibilities:
Strategy & Technical Roadmap Development
Partner closely with the KOL & External Engagement Platforms Global Capability Owner to support the design of solutions that solve business problems, providing technical insight on what the technology can and cannot do, effort levels, and tradeoffs.
Collaborate with the Customer Operations Technical Suite Lead and Architects to contribute to translating capability roadmaps into scalable technology architectures and development plans while assessing feasibility, constraints, dependencies, and risks.
Convert complex business requirements into clear technical specifications and executable technical work tasks.
Solution Architecture & Technical Delivery
Execute technical activities for the technical team and drive work plans, building, configuration, and integration of software aligned to business needs and technology standards, including:
HCP EngageNow, Veeva Events Portal, and similar engagement platforms, enabling planning, coordination, and tracking of KOL, HCP, and patient engagement activities.
Event and congress management platforms (e.g., SpotMe, Cadence), supporting execution and measurement of large-scale events and speaker programs.
Integration frameworks, enabling connectivity between engagement platforms, CRM systems, analytics platforms, and compliance systems.
Translate technical requirements into well defined work for the development team, lead agile ceremonies, and ensure disciplined execution of the capability roadmap, taking ownership of complex technical challenges end to end.
Coordinate development teams in integrating engagement platforms with upstream and downstream systems (e.g., CRM, web, analytics platforms).
Ensure solutions meet compliance, auditability, and regulatory requirements for external engagement and healthcare interaction workflows.
Apply and reinforce standard engagement workflows across brands, markets, and channels.
Enable automation and optimization of engagement processes to improve efficiency and user experience.
Cross-Functional Technical Leadership
Partner with business, IT security, and vendor teams to ensure the KOL & External Engagement Platforms team technical solutions adhere to organizational standards, security policies, and regulatory requirements.
Organize and direct vendor partners to execute technical work, ensuring alignment with capability priorities, delivery timelines, and enterprise standards.
Partner with the Technical Suite Lead, Customer Operations, to escalate and resolve complex technical challenges that span across Global Capability teams.
Mentor and guide software engineers and developers, elevating the team's overall technical capability.
Lead cross-team problem solving and resolution of technical challenges within the Global Capability team.
Required Knowledge, Skills, and Abilities
Technical Skills
Experience designing, testing, deploying, operating, and enhancing scalable, secure, and compliant technology solutions for large scale organizational use.
Understanding of enterprise software architecture, cloud platforms, and modern engineering frameworks. Knowledge of system integration patterns, APIs, and data architecture across enterprise technology platforms.
Knowledge of KOL identification and engagement strategies, event execution workflows, HCP compliance and consent requirements, speaker program management and governance, and performance tracking frameworks.
Ability to translate engagement strategies into durable, reusable data and platform capabilities. Experience managing vendor heavy ecosystems, including roadmap alignment, integration standards, and delivery accountability. Ability to integrate engagement platforms with CRM, analytics, and data platforms for measurement and optimization.
Strong understanding of event and engagement management platforms, KOL identification and engagement tools, and vendor-supported engagement solutions. Experience designing and integrating enterprise digital platforms such as Veeva Events Portal, SpotMe, Cadence, HCP EngageNow, IFI/MB4, and Patient Advocacy/Conference Engagement Tools.
Preferred: Proven experience as a full-stack application builder for external-facing (customer / consumer) apps, with track record of partnering closely with business teams. Ability to design scalable KOL and external engagement capabilities beyond just integrating tools.
Ability to partner with Global Capability Owners to translate executive and Franhcise requirements into scalable, wellgoverned technology solutions with roadmaps and prioritization. Provide technical leadership on standardization, KPI implementation, and architectural tradeoffs to ensure enterprise technology assets remain consistent, performant, and extensible across brands and regions.
Experience leading mixed teams of internal developers and vendors, including technical direction, code and dashboard reviews, estimation, and delivery accountability. Proven ability to collaborate with UX researchers and UI designers, with user-centric mindset applied to technical development.
Experience working within Agile product development teams and product operating models.
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.
Digital-first Mindset - ability to look for opportunities to streamline and improve the customer experience and Jazz performance through digital tools, data and automation to create better, faster and more scalable 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.
Critical Thinking - The ability to assess a range of inputs objectively, challenge assumptions with curiosity, and generate sound, forward looking judgments that improve decisions.
Adoption - ability to quickly embrace new tools, new WoW, and behaviors applying with confidence and practical improvement
Required/Preferred Education and Licenses
Qualifications:
Bachelor's degree in computer science, engineering, information systems, or related technical field.
7+ years of experience after Bachelor's degree (or 5+ years of experience after Master's degree) in customer engagement, KOL management, event and congress operations, patient advocacy, or related domains in pharma, with expertise in engagement platforms, speaker programs, and compliant customer experience delivery across HCPs, patients, and caregivers.
2+ years of experience as a Tech Lead, Technical Program Manager, Engineering Manager, or other roles involving managing a team of developers.
Expertise in engagement platforms, speaker programs, and compliant customer experience delivery across HCPs, patients, and caregivers
Demonstrated experience designing and delivering enterprise-scale digital platforms such as engagement platforms, event management systems, CRM-integrated solutions, or external interaction management systems.
Experience working within complex, matrixed organizations with multiple technology and product teams.
Proven ability to mentor and guide developers and vendor partners to deliver high-quality solutions.
Preferred / Additional Qualifications:
Experience in pharmaceutical or healthcare industries preferred.
Experience partnering with enterprise platform teams or Product teams supporting digital and operational capabilities.
Experience working in rare disease or specialty brands, with strong understanding of unique stakeholder dynamics.
Working Requirements:
10-20% travel will be required.
location: Telecommute
job type: Contract
salar
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