Director, Content Operations - AgencyG

Job description

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference. Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact. We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together. Job Description The Director, Global Marketing Operations is a senior operational leader responsible for helping shape and run the day-to-day operations of Agency G, Gilead’s in-house agency (Formerly known as Content Production Center) The role translates enterprise strategy and governance into disciplined execution, ensuring that operating practices are streamlined, repeatable, measurable, scalable, and easy for internal partners to navigate. Working across global, regional, and local stakeholders, this leader will build an agency-quality partner experience while improving delivery performance, operational visibility, and adoption of fit-for-purpose technology and AI. The Director will serve as a critical bridge between strategic direction and execution, bringing structure, pace, accountability, and continuous improvement to the global content ecosystem. Key ResponsibilitiesGlobal Operations Leadership·       Day-to-day operations: Lead the operating rhythm for the global marketing content operation and Agency G, including intake, prioritization, capacity planning, resource coordination, delivery tracking, issue resolution, and stakeholder communications. ·       Strategy-to-execution: Translate the strategic direction and governance established by Global Marketing Operations leadership into practical workflows, standards, roles, decision rights, and implementation plans. ·       Cross-functional interlock: Create effective operational connections among brand teams, global and local markets, creative and production partners, technology teams, procurement, legal, regulatory, and other enabling functions. ·       Operational readiness: Ensure teams, processes, platforms, and partners are prepared to accept and deliver work consistently across channels, brands, and geographies. Agency G Operating Model and Partner Experience·       Agency operations: Help shape and continuously improve Agency G’s end-to-end operating model, from campaign planning, demand intake, and briefing through content creation, production, review, approval, delivery, reuse, and performance learning. ·       Campaign content orchestration: Understand the end-to-end campaign content process and coordinate integrated timelines, dependencies, approvals, and cross-functional workstreams across brands, channels, markets, agencies, and enabling functions. ·       Regulated content execution: Ensure operating practices reflect the requirements of a highly regulated environment, including appropriate review and approval pathways, documentation, controls, and coordination with legal, medical, and regulatory partners. ·       In-house agency growth: Proactively identify, plan, and enable opportunities to move an increasing share of appropriate work through Agency G while protecting quality, compliance, strategic fit, and partner experience. ·       Partner experience: Establish a responsive, transparent, and solutions-oriented experience for internal partners, with clear service offerings, engagement pathways, ownership, and expectations. ·       Service management: Define and manage service levels, turnaround times, quality standards, escalation paths, and feedback loops that strengthen trust and accountability. ·       Global and local activation: Support onboarding and adoption across the United States and international markets while enabling appropriate local flexibility within global standards. Process Excellence, Governance, and Scale·       Repeatable ways of working: Standardize workflows, playbooks, templates, handoffs, and controls to reduce unnecessary variation and execution friction. ·       Governance in practice: Operationalize approved governance frameworks and ensure teams follow clear processes for prioritization, content stewardship, compliance, and decision-making. ·       Continuous improvement: Identify bottlenecks, root causes, and opportunities to simplify work; lead improvements that increase speed, quality, scalability, and ease of engagement. ·       Knowledge and change enablement: Maintain practical playbooks, how-to guidance, training, communications, and change stories that make new ways of working understandable and adoptable. AI, Automation, and Marketing Technology Enablement·       Business input and oversight: Serve as a key marketing operations stakeholder who identifies use cases, provides business requirements, and oversees the responsible application of AI and automation. The role is not accountable for creating the underlying tools. ·       Marketing needs and tool selection: Represent marketing and Agency G needs in the evaluation and selection of marketing resource management (MRM), content, workflow, and related technology, helping ensure solutions support practical business processes and partner needs. ·       Adoption and value realization: Partner with technology and product owners to embed approved capabilities into day-to-day workflows, with appropriate human oversight, compliance, governance, change enablement, and measurement. ·       Operational improvement: Identify opportunities for approved AI and automation capabilities to streamline repetitive work, improve routing and planning, support quality checks, increase visibility, and enable better operational decisions. Performance Management and Operational Cadence·       Operational metrics: Establish and maintain dashboards for demand, capacity, cycle time, quality, service levels, utilization, adoption, content reuse, partner satisfaction, and value delivery. ·       Business reviews: Lead regular operating reviews and contribute to monthly and quarterly business reviews, surfacing performance, risks, decisions, and improvement priorities. ·       Risk and escalation management: Maintain clear escalation routes, resolve cross-functional issues, and ensure actions and decisions are documented and closed. ·       Data-driven management: Use operational insights to inform resource choices, process improvements, service evolution, and investment recommendations. Partner, Vendor, and Team Leadership·       Partner and vendor performance: Oversee day-to-day delivery across internal teams and external partners, including adherence to scope, quality, service levels, schedules, and commercial expectations. ·       Integrated team leadership: Lead through influence across a matrixed global organization and provide clear direction, coaching, and accountability to operational teams and agency partners. ·       Commercial stewardship: Partner with finance, procurement, and legal on budgets, purchase orders, invoicing, contracts, renewals, and change controls as appropriate to the role. ·       Culture and capability: Foster a collaborative, inclusive, improvement-oriented culture that combines operational discipline with creative problem-solving and strong service.