Senior Manager, Customer Journey and Engagement Strategy

Pacira BioSciences, Inc.
life insurance, flexible benefit account, parental leave, paid holidays, flex time, 401(k)
United States, California, San Diego
10450 Science Center Drive (Show on map)
Jan 08, 2025
Overview About Pacira Pacira BioSciences, Inc. is a leading provider of non-opioid pain management and regenerative health solutions dedicated to improving outcomes for health care practitioners and their patients. Our in-depth knowledge of non-opioid pain management, coupled with our passion for advancing patient care, drives our commitment to providing solutions that address unmet medical needs and improve clinical results. Why work with us? Rarely do you have an opportunity to do work that really matters. What drives us is our mission. What makes us successful are our people. At Pacira, you are part of an inclusive culture that fosters collaboration, growth, and innovative thinking - a place where you can make an impact and help change the standard of care in non-opioid pain management. Be part of our movement, let's pursue excellence together. Summary: This role will create and lead the development and management of customer journeys for healthcare professionals (HCPs), from their initial interaction with our medical devices to becoming routine users. The role involves designing comprehensive engagement strategies and partnering with our professional educational department/programs to ensure HCPs are fully supported throughout the journey. Responsibilities Essential Duties & Responsibilities: The following statements are intended to describe the general nature and level of work being performed by an individual assigned to this job. Other duties may be assigned. Design and implement end-to-end customer engagement strategies that guide HCPs through every stage, from initial exposure to the device, onboarding, training, and continued use. Develop and execute onboarding and training programs for new HCP users ensuring they are effectively educated on device functionality, benefits, and best practices. Collaborate with internal teams (Professional Education, Thought Leader Liaisons and Learning & Development) to create educational materials, including user guides, video tutorials, webinars, online courses, and in-person training sessions. Develop targeted engagement plans that address the needs of HCPs at different stages of the customer journey. This may include personalized communication, follow-up training, and ongoing support. Monitor the market and field activity to regularly gather feedback from HCPs to understand their experience and needs. Use insights to continuously improve engagement strategies, training materials, and customer support. Work closely with Sales, Marketing, Product, and Customer Support teams to ensure consistent messaging and seamless customer experience. Track and analyze key metrics related to customer engagement, education, and user adoption. Use data to assess the effectiveness of programs and recommend improvements. Coordinate with the customer support team to provide ongoing technical assistance and resources for HCPs to address any challenges with device usage. Proactively identify and raise potential customer acquisition obstacles to the broader organization. Ensure all educational content and engagement activities comply with regulatory standards and industry guidelines for medical devices Supervisory Responsibilities: This position does not have supervisory responsibility. Interaction: The role will work closely with Marketing, Sales, Professional Education, and Learning & Development. Qualifications Education and Experience: Bachelor's degree in Marketing, Education, or closely related field required MBA preferred but not required 5 years experience in medical device or healthcare industry required Experience in customer engagement, medical device sales, training or education roles strongly preferred Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Knowledge, Skills, and Abilities: Experience in mapping customer journeys and developing engagement strategies Strong understanding of the medical device sales process, HCP needs and the medical device market Excellent written and verbal communication skills, with experience in developing training content Ability to analyze data and use insights to improve customer engagement strategies Able to work successfully with minimal supervision and collaborate effectively with cross-functional teams Familiarity with Learning Management Systems (LMS) and digital training platforms Experience in medical device training or sales support Knowledge of adult learning principles and instructional design Ability to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneously Creative thinker with a passion for innovation and continuous improvement Proficiency in Microsoft Office Suite Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to safely navigate corporate office environment as well as event/meeting spaces of all sizes. Must be able to travel by car and public transportation. Ability to travel approximately 25-30%. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The work setting is consistent of a typical medical device office environment with offices and cubicles. The work setting will also include event spaces such as conferences and meetings at small, medium and large sized venues with varying levels of noise and crowded areas at times. Benefits Benefits: Medical, Prescription, Dental, Vision Coverage Flexible Spending Account & Health Savings Account with Company match Employee Assistance Program Mental Health Resources Disability Coverage Life insurance Critical Illness and Accident Insurance Legal and Identity Theft Protection Pet Insurance Fertility and Maternity Assistance 401(k) with company match Flexible Time Off (FTO) and 11 paid holidays Paid Parental Leave Pay Transparency The base pay range for this role in California is $120,000 per year to $165,000 per year. The range is what we reasonably expect to pay for this role. The range considers a wide range of factors that are considered in making compensation decisions, including but not limited to: geographic markets, business or organizational needs, skill sets, experience, training, licensure, and certifications.