{"id":980129,"url":"https://alion.io/job/csl-director-customer-engagement","title":"Director, Customer Engagement","company":{"id":723138,"name":"CSL Limited","domain":"csl.com","url":"https://alion.io/company/csl-5","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":79,"open_postings":28,"ghost_share":0,"stale_share":0.821,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Operations","role_family":"Operations","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Summit, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":245000,"max":300000,"currency":"USD","period":"year","gross":null,"usd_annual":300000},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-03T00:00:00Z","employer_posted_date":"2026-09-03","last_verified_at":"2026-10-18T22:47:44Z","board_verified":true,"closed_at":null,"days_open":46,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":46},"description":"The Opportunity:\nThe Director, Customer Engagement leads customer support strategy and operations for CSL’s vaccine business within a highly regulated healthcare environment. This role is responsible for leading the customer support operating model and partnering across Commercial Operations, Finance, Technology, Compliance, and other key functions to deliver exceptional customer experiences, operational excellence, and sustainable business performance. This leader plays a key role in shaping customer engagement capabilities, advancing digital transformation initiatives, and providing operational insights that support strategic business decisions.\nThis is a hybrid role, which offers a combination of an onsite and remote work schedule. #LI-Hybrid\nPrincipal Accountabilities\nCustomer Support Strategy & Operational Excellence\nLead the development, implementation, and continuous improvement of customer support and customer engagement strategies.\nEstablish service delivery standards, operating procedures, escalation pathways, and performance metrics.\nMonitor key performance indicators and identify opportunities to improve customer experience, efficiency, and effectiveness.\nDrive operational excellence initiatives that improve service quality and support business objectives.\nTranslate customer feedback and operational insights into actionable recommendations.\nBusiness Planning, Budget Management & Operational Efficiency\nManage departmental budgets, forecasting activities, and resource planning.\nPartner with Finance to support operational reporting and informed business decisions.\nIdentify opportunities to improve operational efficiency while maintaining service excellence.\nEvaluate investments that enhance customer support capabilities and operational performance.\nMonitor performance trends and recommend continuous improvement actions.\nLeadership & Organizational Development\nLead, coach, and develop a high-performing customer engagement organization.\nBuild leadership capability within the team through coaching, development planning, and succession management.\nFoster a culture of accountability, inclusion, collaboration, and continuous improvement.\nPartner with HR to support talent planning, organizational design, and workforce development.\nDrive employee engagement and retention initiatives.\nDigital Enablement & Process Improvement\nLead automation and digital transformation initiatives that improve customer interactions and operational effectiveness.\nPartner with Technology and Digital teams to enhance systems and customer self-service capabilities.\nChampion innovation and process simplification across customer-facing operations.\nSupport implementation of tools that improve reporting, workflow management, and customer experience.\nCross-FunctionalLeadership & Compliance\nPartner with Commercial Operations, Finance, Technology, Compliance, Quality, and Legal teams to support business priorities.\nLead cross-functional initiatives that enhance service delivery and customer satisfaction.\nEnsure customer-facing processes meet regulatory, compliance, and audit standards.\nSupport risk identification and mitigation activities.\nAct as a trusted advisor on customer support and customer engagement performance.\nJob Criteria\nScope/Accountability\nLeads customer engagement and customer support operations for the CSL vaccine business.\nProvides strategic input into customer experience and customer support operating models.\nResponsible for departmental budget management and resource planning.\nInfluences customer support strategy, service delivery, operational performance, and organizational capability development.\nOperates within a highly matrixed commercial environment requiring extensive cross-functional collaboration.\nImpact/Influence/Liaison\nInfluences leaders across Commercial Operations, Sales, Finance, Technology, Compliance, Quality, Legal, and Customer Operations.\nProvides strategic recommendations to senior leadership regarding customer experience and operational performance.\nFacilitates alignment across multiple stakeholders to support business objectives.\nRepresents customer support interests within cross-functional governance and business planning forums.\nKey Relationships\nInternal\nCommercial Operations, Sales Leadership, Finance, Technology, Compliance, Quality, Legal, Executive Leadership\nExternal\nCustomers, Distribution Partners, Third-Party Service Providers, Industry Associations (as applicable)\nDecision Making\nThis role manages complex operational and customer experience challenges requiring strategic thinking, analytical problem solving, and sound judgment. Decisions often involve multiple stakeholders and require consideration of operational, financial, compliance, and people implications. The role is expected to identify risks, evaluate alternatives, and recommend actions that improve customer outcomes and operational performance.\nInnovation\nThis role drives innovation across customer engagement and customer support operations through process improvement, digital enablement, and operational excellence initiatives. Success requires identifying emerging opportunities, implementing scalable solutions, and continuously enhancing customer experiences while maintaining compliance and operational effectiveness.\nTravel Requirements\nOccasional domestic travel for including internal meetings (i.e., POAs) \nKnowledge, Skills & Competencies\nKnowledge of the pharmaceutical market and regulations\nExcellent leadership, communication, and interpersonal skills.\nAbility to think strategically and make sound business decisions.\nStrong analytical and problem-solving skills.\nMinimum Requirements\nBachelor’s Degree required, preferably in Life Sciences, Business/Marketing. MBA or other graduate degree preferred\nMinimum 10+ years' healthcare experience with at least 8 years' pharmaceutical/ biotech in a leadership role\nExperience within pharmaceutical, biotechnology, healthcare, or other highly regulated industries\nExperience with customer experience improvement, operational excellence, and digital enablement initiatives\nVaccine or biologics experience preferred\nThe expected base salary range for this position at hiring is $245,000 - $300,000. Please note this salary range reflects the minimum and maximum base pay that CSL expects to pay for this position at the listed location as of the time of this posting. Individual base salary for a successful candidate is determined by qualifications, skill level, experience, competencies and other relevant factors. In addition to base salary, total compensation for this role may also include incentive compensation and equity.\nAbout CSL Seqirus\nCSL Seqirus is part of CSL. As one of the largest influenza vaccine providers in the world, CSL Seqirus is a major contributor to the prevention of influenza globally and a transcontinental partner in pandemic preparedness. With state-of-the-art production facilities in the U.S., the U.K. and Australia, CSL Seqirus utilizes egg, cell and adjuvant technologies to offer a broad portfolio of differentiated influenza vaccines in more than 20 countries around the world.\nTo learn more about CSL, CSL Behring, CSL Seqirus and CSL Vifor visit https://www.csl.com/ and CSL Plasma at https://www.cslplasma.com/.\nOur Benefits\nFor more information on CSL benefits visit How CSL Supports Your Well-being | CSL.\nYou Belong at CSL\nAt CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future.\nTo learn more about inclusion and belonging visit https://www.csl.com/careers/inclusion-and-belonging\nEqual Opportunity Employer\nCSL is an Equal Opportunity Employer. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, please visit https://www.csl.com/accessibility-statement.\nWatch our ‘On the Front Line’ video to learn more about CSL Seqirus","description_format":"text","description_chars":8231,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Vaccines"],"lifecycle":[{"event":"open","at":"2026-09-16T20:45:33Z"}],"visa":[],"liveness":{"score":20,"band":"cold","label":"Long shot","p_open":1,"p_active":0.567,"p_room":0.36,"age_days":46,"expected_fill_days":29,"reasons":["conf:6","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-19T05:45:15Z"},"pay":{"stated_usd_annual":300000,"is_top_pay":true},"html_url":"https://alion.io/job/csl-director-customer-engagement","json_url":"https://alion.io/job/csl-director-customer-engagement.json","meta":{"generated_at":"2026-10-19T07:00:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4547,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":723138},"rest":"https://alion.io/mcp/rest/get_company?id=723138"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcsl-director-customer-engagement"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcsl-director-customer-engagement"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcsl-director-customer-engagement"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/csl-director-customer-engagement\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcsl-director-customer-engagement"}]}