Job Details

All Jobs / Req# NOVRJP00013165
Req Number:
NOVRJP00013165
Req Title:
Director Innovation Lab, Customer Success & Business Ops - AI
Client:
A Major Pharma Company
Work Address:
East Hanover, NJ
Req Release Date:
06/12/2025
Duration:
11 months
Hours a week:
37.5 Hours
Position Summary
  • The Director iLab, Customer Success & Bus Ops - AI sits within the US Innovation Lab (iLab) part of the Integrated Marketing Organization (IMO). In this role, you will join a highly innovative and intrapreneurial group with a focus on accelerating AI Use Cases in the US.
  • With a strong expertise in AI, and experience in MarTech, you will help execute our AI Innovation Strategy and lead the acceptance and adoption of innovative AI-driven capabilities and solutions aligned to IMO and the Client objectives. We think differently here; we are constantly thinking about tomorrow, and we are designing the future— today.
  • The ideal candidate will bring strong expertise with real-world application of AI, and a thorough understanding of partnering with commercial business partners.
  • You will demonstrate your knowledge and comfort with AI’s accelerating products and emerging solutions, such as Gen AI / ChatGPT, and the processes, necessary planning, and potential challenges in enabling these new technologies across the organization. Ideally, you will have led work in big tech and/or a leading company building AI solutions.
  • You will excel at engaging, collaborating with, and influencing critical internal stakeholders and partners across all areas of the organization to bring new innovations to life.
  • You will serve as an iLab resident SME for AI and possess excellent presentation creation and communication skills, both written and oral, to educate and nurture AI competency upskilling across the org.
  • You will thrive in ambiguity with a passion for innovation, problem-solving, and the discipline of innovation to deliver business impact.
  • You will ensure successful integration of AI solutions into business operations, and embed new capabilities and solutions across the marketing org.

 

Key Responsibilities:

  • Ensure the successful integration of AI solutions into business operations, driving adoption and utilization across marketing organization.
  • Design and deliver AI literacy and upskilling programs to enhance the organization's AI capabilities.
  • Create compelling communications about AI initiatives to engage and inform stakeholders.
  • Resident SME supporting marketing teams to understand and embrace the need for emerging tech adoption and build a network of AI champions across the organization to advocate and support AI adoption, including new capability-building and MVP delivery.
  • Orchestrate a portfolio of AI initiatives from concept to delivery, ensuring timely and effective execution.
  • Coordinate cross-functional teams and external partners to drive AI projects forward.
  • Implement agile methodologies adapted to AI innovation to enhance project management.
  • Ensure knowledge transfer and documentation of learnings from AI projects.

 

Language(s): Fluent English required.

Qualifications:

Education:

  • Bachelor’s degree in Business, Marketing, Innovation, Computer Science or related field is required.
  • Master of Science and/or MBA preferred.

 

Experience:

  • Minimum of 7 years of experience in customer success, martech operations, communications, marketing, sales, account management or related field.
  • Minimum of 5 years of experience defining and embedding processes and ways of working within teams that have increased team effectiveness.
  • Minimum of 5 years enabling and embedding emerging technologies new ways of working across the organization.
  • Experience as part of an effective software technology organization or software technology implementation partner, driving performance and enabling effective customer engagement and marketing activities.
  • Experience in marketing strategy and/or supporting marketers in new and emerging tech adoption and utilization.
  • Strong Experience working with commercial teams creating solutions with AI.
  • Acts as a change agent, with relevant experience in transforming the businesses through collaboration and partnership.
  • Understanding of regulatory, compliance privacy and legal guardrails and policies.
  • Effective cross-functional collaboration with various stakeholders and teams including Product, Technology Transformation, Communications, Privacy, Legal, Regulatory, Compliance and Global.
  • Strong project management and coordination skills, with experience in AI integration.
  • Expert leading without authority and influencing skills.
  • Expert software skills (Microsoft Word, PowerPoint Outlook, etc.).
  • Expertise in designing and delivering AI literacy and upskilling programs.
  • Excellent communication skills, with the ability to create compelling narratives about AI initiatives.
  • Ability to build and maintain a network of AI champions within the organization.
  • Proficiency in orchestrating AI initiatives and coordinating cross-functional teams.
  • Knowledge of agile methodologies and their application to AI innovation.
  • Strong focus on knowledge transfer and documentation of learnings.
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