Sr. Director, Product Success

Join a global pharmaceutical company with a 130-year legacy and mission to achieve new milestones in healthcare. As part of the Digital Human Health organization, you will help shape how our Company forecasts and makes commercial decisions. Working within Commercial AI Capabilities (CAIC), you will play a leadership role on the forecasting product team, coordinating more than 1,000 users across the globe to deliver data-driven insights across 15+ franchise areas. This role sits at the intersection of product strategy and customer success. You will ensure that the product not only evolves to meet the business’s needs, but is activated effectively and delivers measurable impact for the global forecasting community.

Overview As Senior Director, Product Success, you will collaborate with colleagues in product management and delivery to drive the strategy for product adoption and customer activation, serving as the primary voice of the customer in shaping the product roadmap. You will partner closely with members of our global team to ensure the product is built, refined, and deployed in ways that generate measurable business value. You will serve as a leader within the Commercial AI Capabilities organization, influencing stakeholders at every level of the enterprise. You will be a key transformation leader shaping the future of forecasting at our Company, working with stakeholders to imagine new agentic-centric processes and helping to bring solutions to life to realize significant business impact.

Customer Success and Product Activation Embed with forecasting and commercial stakeholders globally to develop deep understanding of their business problems and configure the product to meet their needs Collaborate with forecasting leaders to anticipate future solution requirements and ensure the product roadmap is evolving to meet them Co-develop training, enablement materials, and communications that help users across the globe use the product effectively Work with stakeholders in a consultative and responsive manner to deliver high-quality, high-impact analytical and forecasting solutions Partner across divisions to design streamlined, agentic-centric processes that scale to meet our growing pipeline Voice of Customer and Roadmap Influence Serve as the primary advocate for customers in product planning, helping to propose, prioritize, and evaluate features based on user needs and business impact Develop systematic feedback loops and translate insights from users into clear, actionable product requirements Partner with the Product Management team to co-own the product roadmap strategy, balancing customer needs, scalability, and long-term business priorities Product Impact Measurement and Quality Define and manage KPIs for product adoption, user satisfaction, output quality, and business impact; set targets and report progress to leadership Develop and execute quality assurance plans to ensure the configured product consistently meets business needs Identify opportunities for continuous improvement and measure outcomes over time Team Leadership Lead, develop, and inspire a team across product success functions Foster a culture of customer obsession, growth mindset, and continual learning Create talent pathways within the organization and across the broader DHH organization Mentor and guide team members, providing direct feedback and coaching to drive high performance Senior Stakeholder Engagement Build trusted relationships with forecasting leadership, commercial operations, and IT stakeholders across our Company's global business units Influence product strategy and investment decisions through executive-level business cases and ROI framing Present product outcomes, roadmap direction, and success metrics to senior and executive audiences with clarity and impact Navigate complex organizational dynamics to drive alignment across cross-functional teams in a matrixed environment What You Will Need