The Role
The Associate Director of Operations will support Moderna’s North America Commercial Operations. This role is an exciting opportunity to be a critical part of the engine fueling a high growth organization that is radically changing the biotech industry. In this role, you will be responsible for supporting both the launch and ongoing management of the commercial order management process. This also includes supporting the North America Account Management teams by assisting in managing the operational aspects of complex customer relationships.
This role will also support project activities related to sales-oriented business development programs, customer service call center and other customer-centricity services to deploy the best-in-class customer experience and support financial plan targets. This role will also collaborate with internal teams to support Moderna’s entire customer experience including customer facing platforms, call centers, and eCommerce integrations as well as the operational functions to support the full vaccine portfolio to strategic customers.
Here's What You’ll Do
- Operational Leadership in Distribution Partnerships
- Function as the primary liaison for Distribution Partners, including 3PL providers, managing the day-to-day coordination of data integration across multiple platforms (e.g., EDI, mData and internal reporting dashboards, external Vendors, and customers).
- Oversee validation of critical data sets, including financial (pricing, invoicing, and sales volume) and product data (inventory, product profile), ensuring data accuracy and quality
- Provide comprehensive customer support and reporting from multiple systems, working closely with the Account Management and Data Analytics teams.
- Channel and Contractual Operations Management
- Drive operational excellence in managing Contractual Terms and Conditions with Third-Party Logistics (3PL) providers, Wholesalers/Distributors, and Retail Pharmacies, and other Customer Segments, ensuring product availability and service excellence.
- Lead performance tracking by monitoring key performance indicators (KPIs) as defined through executed agreements and internal metrics, related to product sales, order management, inventory flow, and distribution.
- Customer Order Fulfillment Oversight
- Direct and support all aspects of Commercial order fulfillment, including order entry, tracking, shipping confirmations, and customer service resolution.
- Maintain visibility of order-related issues, resolutions, and updates for internal stakeholders.
- Digital Transformation and Process Improvement
- Collaborate with internal teams and external partners to advance digital capabilities across customer-facing platforms, including eCommerce and call centers.
- Identify and implement process improvements in the order management workflow, aiming to maximize customer experience and operational efficiency.
- Cross-Functional Collaboration
- Partner with Account Management, Supply Chain, 3PL Partner, and other key stakeholders to ensure customer service levels are met or exceeded.
- Regularly engage with the Leadership team to present business updates, propose initiatives, and strategize operational enhancements alongside the Director of US Commercial Operations.
- Additional Responsibilities
- Lead the creation and management of HDAs by collaborating with Supply Chain, Pricing, and Distribution teams, including supporting the Material Master process
- Support the Patient Assistance Program (PAP) from order setup to shipment tracking, ensuring seamless execution of patient orders.
- Maintain ongoing knowledge of industry trends to identify potential operational improvements and propose them to leadership.
Here’s What You’ll Need (Minimum Qualifications)
- Bachelor’s degree in Business Administration, Supply Chain, Marketing, or a related field.
- A minimum of 8 years’ experience in vaccines, pharmaceuticals, or related industries with a track record of increasing responsibility in operational roles, particularly involving 3PL partnerships, logistics, or supply chain management.
- Strong experience in managing end-to-end order-to-cash processes, data integration, and vendor relationships.
- Demonstrated success in leading cross-functional teams and driving operational excellence in highly regulated industries.
Here’s What You’ll Bring to the Table (Preferred Qualifications)
- MBA or equivalent advanced degree in business, supply chain, or related fields preferred.
- Expertise in process transformation, change management, and the deployment of digital tools to enhance operational workflows.
- Proven ability to develop and implement strategic initiatives with measurable impact on operational efficiency and customer experience.
- Hands-on experience with performance tracking, KPI management, and data validation in complex operational environments.
- Exceptional interpersonal and communication skills with the ability to influence senior stakeholders and external partners.
- Familiarity with lean methodologies, Six Sigma, or similar frameworks for driving process improvements.
- A growth-oriented mindset with the ability to operate effectively in a high-growth, fast-paced, and transformative environment.
- Knowledge of compliance and regulatory considerations within supply chain operations (e.g., GxP, temperature-controlled logistics).
- This role is expected to be in office 70% of the time with flexibility to work from home up to 30%.
Moderna is pleased to provide you and your family with a comprehensive and innovative suite of benefits, including:
- Highly competitive and inclusive medical, dental and vision coverage options
- Flexible Spending Accounts for medical expenses and dependent care expenses
- Lifestyle Spending Account funds to help you engage in personal enrichment and self-care activities
- Family care benefits, including subsidized back-up care options and on-demand tutoring
- Free premium access to fitness, nutrition, and mindfulness classes
- Exclusive preferred pricing on Peloton fitness equipment
- Adoption and family-planning benefits
- Dedicated care coordination support for our LGBTQ+ community
- Generous paid time off, including:
- Vacation, sick time and holidays
- Volunteer time to participate within your community
- Discretionary year-end shutdown
- Paid sabbatical after 5 years; every 3 years thereafter
- Generous Paid Leave offerings, including 18 weeks of 100% paid parental leave for all new parents
- 401k match and Financial Planning tools
- Moderna-paid Life, LTD and STD insurance coverages, as well as voluntary benefit options
- Complimentary concierge service including home services research, travel booking, and entertainment requests
- Free parking or subsidized commuter passes
- Location-specific perks and extras!
About Moderna
Since our founding in 2010, we have aspired to build the leading mRNA technology platform, the infrastructure to reimagine how medicines are created and delivered, and a world-class team. We believe in giving our people a platform to change medicine and an opportunity to change the world.
By living our mission, values, and mindsets every day, our people are the driving force behind our scientific progress and our culture. Together, we are creating a culture of belonging and building an organization that cares deeply for our patients, our employees, the environment, and our communities.
We are proud to have been recognized as a Science Magazine Top Biopharma Employer, a Fast Company Best Workplace for Innovators, and a Great Place to Work in the U.S.
As we build our company, we have always believed an in-person culture is critical to our success. Moderna champions the significant benefits of in-office collaboration by embracing a 70/30 work model. This 70% in-office structure helps to foster a culture rich in innovation, teamwork, and direct mentorship. Join us in shaping a world where every interaction is an opportunity to learn, contribute and make a meaningful impact.
If you want to make a difference and join a team that is changing the future of medicine, we invite you to visit modernatx.com/careers to learn more about our current opportunities.
Moderna is a smoke-free, alcohol-free and drug-free work environment.
Moderna is a place where everyone can grow. If you meet the Basic Qualifications for the role and you would be excited to contribute to our mission every day, please apply!
Moderna is proud to be an equal opportunity workplace and is an affirmative action employer.
Moderna is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry or citizenship, ethnicity, disability, military or protected veteran status, genetic information, sexual orientation, marital or familial status, or any other personal characteristic protected under applicable law. Moderna is an E-Verify Employer in the United States. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
Belonging, Inclusion, and Diversity are critical to the success of our company and our impact on society. We’re focused on attracting, retaining, developing, and advancing our employees and believe that by cultivating diverse experiences, backgrounds, and ideas, we can provide an environment where every employee is able to contribute their best.
Moderna is committed to offering reasonable accommodations to qualified job applicants with disabilities. Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should contact the Accommodations team at leavesandaccommodations@modernatx.com. (EEO/AAP Employer)
