Business Operations Director

Job Description The Position As the Business Operations Director in Global Commercial Services at Organon, you will lead the operational backbone of The Hive: Organon’s centralized commercial and marketing services strategic model. This role ensures that services are delivered with excellence, efficiency, and scalability across global franchises and markets, while maintaining cost discipline and enabling continuous evolution. You will partner with the Hive hub team, based in Mumbai, and other internal cross-functional stakeholders globally to drive operational excellence. Reporting Organization: Global Commercial Services is part of the Customer Engagement & Digital Excellence Team (cEDGE) that reports to the Digital and Commercial Strategy (DCS) organisation. Responsibilities    Service Delivery Alignment : Ensure that service delivery consistently meets business expectations and stakeholder requirements across global franchises and markets, maintaining high standards of quality, responsiveness, and reliability. Process Optimization : Identify and address inefficiencies across the end-to-end service delivery process that lead to rework, delays, or misalignment. Implement corrective actions and process improvements to reduce turnaround times, enhance consistency, and eliminate friction points. External Vendor Management: Oversee vendor performance and governance, ensuring alignment with service expectations and contractual obligations. Cost Management : Oversee budget adherence and cost control, ensuring alignment with demand planning and financial forecasts. Proactively identify cost drivers such as rework, duplication, or inefficiencies, and implement measures to mitigate unnecessary spend while maintaining service quality. Technology & Platform Enablement : Partner with Customer Engagement & Digital Excellence Team (cEDGE) and vendor to ensure platforms and tools are fit-for-purpose, scalable, and aligned with operational needs. Drive adoption and integration of innovative technology solutions, including AI, that support service delivery, automation, and performance tracking. Performance Metrics & Operational Efficiency : Monitor, enable, and evolve performance against KPIs and SLAs in partnership with the Global Data & Analytics team. Ensure metrics are actionable, transparent, and used to drive accountability and continuous improvement across all service lines. Continuous Improvement : Lead initiatives focused on enhancing service quality, scalability, and efficiency across people, processes, and technology. Foster a culture of operational excellence and innovation, embedding feedback loops and agile ways of working. Issue Escalation & Resolution : Manage and track issue escalation processes, ensuring timely resolution, root cause analysis, and communication with relevant stakeholders. Establish preventive measures to reduce recurrence and improve service resilience. Governance & Stakeholder Alignment : Contribute to the governance of The Hive operating model, ensuring alignment with strategic priorities, compliance with standards, and effective coordination across global and local teams. Market Onboarding & Transition Support : In partnership with the service standup team support the transition and onboarding of new markets into The Hive’s existing services and operating model. Ensure readiness, alignment, and smooth integration through structured planning, stakeholder engagement, and operational support. Service Expansion Execution : In partnership with the new services development lead, support the expansion of The Hive’s service portfolio by standing up and optimizing the operational infrastructure (eg metrics, KPIs, monitoring). Ensure replicability, scalability, and alignment with business objectives and market needs. Customer Centric Operations: Partner to systematically integrate customer feedback, needs, and pain points into operational processes, ensuring that operational decisions and improvements are informed by customer impact and aligned with expectations for usability, responsiveness, and value delivery. Required Education, Experience and Skills Bachelors or Masters Degree 10+ years of experience in global operations and centralized marketing services, with focus on content creation and campaign execution Strong understanding of operational governance, KPI/SLA frameworks, and continuous improvement methodologies. Exceptional leadership skills, resilience, transformational change with focus on value demonstration Advanced analytical skills with a proven ability to interpret complex data, derive actionable insights, and solve operational challenges with precision and strategic foresight Proficient in influencing and convening stakeholder groups, distilling actionable next steps, and fostering a culture of continuous improvement Excellent communication and stakeholder engagement skills, with the ability to influence at all levels. Proven experience in managing vendors with large number of contractors, with experience in budget management Strong project management skills and the ability to thrive in a high-pressure environment Strong business acumen with a deep understanding of technology and data-driven operations. Consulting experience preferred. Fluent in English; proficiency in additional languages is a plus. Location: Mumbai (preferred), India This is a unique opportunity to shape the future of commercial operations at Organon, driving impact at scale through operational excellence, innovation, and global collaboration Secondary Job Description Who We Are: Organon delivers ingenious health solutions that enable people to live their best lives. We are a $6.5 billion global healthcare company focused on making a world of difference for women, their families and the communities they care for. We have an important portfolio and are growing it by investing in the unmet needs of Women’s Health, expanding access to leading biosimilars and touching lives with a diverse and trusted portfolio of health solutions.  Our Vision is clear: A better and healthier every day for every woman. As an equal opportunity employer, we welcome applications from candidates with a diverse background. We are committed to creating an inclusive environment for all our applicants.  Annualized Salary Range Annualized Salary Range (Global) Annualized Salary Range (Canada) Please Note: Pay ranges are specific to local market and therefore vary from country to country. Employee Status: Regular Relocation: No relocation VISA Sponsorship: No Travel Requirements: Organon employees must be able to satisfy all applicable travel and credentialing requirements, including associated vaccination prerequisites 10% Flexible Work Arrangements: Hybrid Shift: Valid Driving License: Hazardous Material(s): Number of Openings: 1