Associate Director, Sales Operations

Job Purpose

Lead product launch execution, oversee end-to-end order fulfillment, and manage key industry trade shows. This leadership role is critical to driving launch readiness and commercial success in the generic pharmaceutical industry. The role will involve leading a cross-functional team across launch coordination, customer service, and trade event execution.

The ideal candidate will bring a strong background in pharma operations, strategic thinking, and data-driven decision-making. This role reports directly to the Head of Commercial Operation for generics & institutional business.

Duties And Responsibilities

Generic Product Launch Management:

• Lead planning and execution of generic product launches and ensure successful commercialization.
• Coordinate with Portfolio, Supply Chain, and Sales etc. to ensure launch readiness.
• Develop and manage launch trackers, timelines, and risk mitigation plans.
• Monitor competitive launch intelligence and identify market entry windows.
  
  

Customer Service

• Lead and supervise the customer service team to ensure accurate order fulfillment and issue resolution.
• Conduct and lead daily order review meetings with supply chain, customer service, and warehouse teams.
• Drive operational excellence and ensure high service levels for key accounts and customers.
  
  

Order Management

• Oversee daily order processing and customer fulfillment in collaboration with Customer Service and Logistics teams.
• Lead daily order review meetings to ensure prioritization, backorder resolution, and supply allocation.
• Drive process improvements in ERP/order systems for greater efficiency and customer satisfaction.
• Ensure full compliance with SOPs.
  
  

Trade Show Management

• Lead planning and execution of trade shows and conferences
• Manage event logistics, booth design, promotional materials, and team coordination.
• Partner with marketing and sales to ensure aligned messaging and impactful customer engagement.
• Work on event budgets and report total expenses against the budget.
  
  

Team Leadership And Cross-Functional Collaboration

• Direct and develop a team of launch coordinators, order management specialists, and trade event planners.
• Provide coaching, training, and performance oversight for direct and indirect reports.
• Partner with Sales, Supply Chain, Regulatory, Quality, and Finance to align on strategic initiatives.
• Support business planning, S&OP meetings, and commercial review forums.
• Functional backup to the AD, Commercial Marketing during high-volume phases, PTO etc. Supporting continuity across key marketing and customer service activities.
  
  

Reporting & Governance

• Develop and maintain dashboards for launch performance, order fulfillment metrics, and event KPIs.
• Regularly update senior management on launch progress, supply risk, and order trends.
  
  

Others

• Complete ad-hoc analyses and projects per Management’s request.
• Work with accounting and finance to validate credit claims from customers regarding FTS and ensure FTS doesn’t exceed total annual threshold.
  
  

Qualifications

• Education: Bachelor’s degree. MBA or advanced degree preferred.
• Experience: 7–10 years in marketing, preferably in generic pharma.
• Demonstrated experience in leading generic product launches, managing customer orders, and executing trade shows
• Leadership skills with experience managing cross-functional and indirect teams.
• Strong command of Excel, Power Point and dashboard/reporting tools (Power BI, Tableau, etc.).
• Excellent communication, decision making and project management abilities.
• Deep understanding of the generic pharma markets, pricing model, customer channels and product lifecycle.
  
  

Direct reports

The below roles will report into the Associate Director, Sales Operations:

Order Management Manager

Manager, Customer Service

Marketing Analyst