Associate Director, Commercial Operations, 3PL & Distribution Partners

Associate Director of Operations

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%.

At Moderna, we believe that when you feel your best, you can do your best work. That's why our US benefits and global well-being resources are designed to support youat work, at home, and everywhere in between.

• Best-in-class healthcare coverage, plus a suite of voluntary benefit programs to support your unique needs
• A holistic approach to well-being, with access to fitness, mindfulness, and mental health support
• Lifestyle Spending Accounts to personalize your well-being journey
• Family planning and adoption benefits
• Generous paid time off, including vacation, volunteer days, sabbatical, global recharge days, and a discretionary year-end shutdown
• Savings and investment opportunities
• 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.

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.

Our Working Model

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.

Moderna is a smoke-free, alcohol-free, and drug-free work environment.

Equal Opportunities

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,