The Manager, US Flu Operations is accountable for end-to-end operational leadership of GSK's US seasonal influenza business across all customers and channels. This position manages the complete Flu operating model across direct and indirect customers, including prebook, demand and allocation planning, pull-through, order and delivery execution, claims, deductions, returns, reporting, and issue resolution. The Manager translates Vaccines Business Unit strategy into coordinated operational execution across Trade & Distribution, eCommerce, Order-to-Cash, Supply Chain, Finance, field teams, distributors, and global manufacturing and distribution partners. The role maintains a critical connection to eCommerce because GSKDirect and related systems support direct-customer prebook, pull-through, ordering, visibility, and returns; however, accountability extends beyond eCommerce to include indirect customer commitments, distributor execution, supply allocation, and the full seasonal revenue-cycle process.

Stakeholder Interaction

Key stakeholders include the Flu Brand Team and Vaccines Business Unit, Vaccines Inside Sales and field teams, Enterprise Accounts, Trade & Distribution Operations, Customer Operations, eCommerce, O2C, Contract Operations, Finance, Supply Chain, Data & Analytics, Digital/Technology, global manufacturing and distribution partners, authorized wholesalers/distributors, third-party vendors, and other internal partners supporting the US Flu business.

Key Responsibilities

End-to-End Flu Operational Leadership

·   Lead the cross-functional Flu operations matrix and establish an integrated operating plan across prebook, supply readiness, allocation, pull-through, orders, delivery, claims, deductions, and returns for direct and indirect channels.

·   Convert commercial strategy, customer commitments, delivery guarantees, returnability provisions, and seasonal policy changes into executable processes, controls, communications, and support requirements.

·   Maintain decision logs, seasonal milestones, operational risks, escalation paths, and readiness criteria; drive accountable resolution across functions and external partners.

Prebook, Demand, Allocation & Pull-Through

·   Lead processes and policies supporting direct and indirect prebook commitments, including data validation, reconciliation, segmentation, pricing and contract structures, and consolidated visibility of committed volume.

·   Partner with Supply Chain, global manufacturing and distribution colleagues, the Flu Brand Team, and field leadership to translate supply availability and release status into US allocation and pull-through plans.

·   Coordinate with authorized wholesalers and distributors to support forecasting, inventory visibility, delivery execution, indirect-channel pull-through, and issue resolution.

eCommerce & Systems Integration

·   Serve as the Flu Operations business lead to the eCommerce team for GSKDirect and related platform functionality supporting prebook, pull-through, order management, account access, communications, reporting, and returns.

·   Define business requirements and operational dependencies across GSKDirect, eCS, SAP, O2C processes, distributor data, returns platforms, and supply-chain data; identify gaps caused by disconnected systems or manual handoffs.

·   Partner with eCommerce, Digital/Technology, and Data & Analytics teams to prioritize improvements, support testing and release readiness, and ensure system changes address both direct and indirect Flu requirements.

Claims, Returns & Revenue-Cycle Oversight

·   Provide product-level oversight of Flu orders, adjustments, claims, deductions, returns, recalls, and reconciliation across customer and distributor channels.

·   Ensure seasonal Flu returns are executed accurately and on time in accordance with contractual commitments, policy, and controls; monitor exceptions and lead escalated resolution.

·   Partner with O2C, Contract Operations, Finance, Customer Operations, and eCommerce to identify root causes and reduce recurring transaction, pricing, delivery, credit, and returns issues.

Insights, Communications & Continuous Improvement

·   Develop seasonal dashboards and performance reviews covering prebook commitments, supply and allocation, pull-through, order and delivery status, claims, deductions, returns, cycle times, and operational risks.

·   Lead clear communications to field teams, brand and sales partners, support teams, distributors, and leadership during prebook, pull-through, and returns periods.

·   Drive simplification, automation, documentation, and knowledge continuity across the Flu operating model, reducing reliance on manual spreadsheets and single-person process knowledge.

·   Provide day-to-day direction, prioritization, coaching, and quality review for the Flu Operations Analyst.

Basic Qualifications

·   Bachelor’s degree

·   Minimum of 3 years of experience in Vaccines, Trade & Distribution, Commercial Operations, Supply Chain, eCommerce, Order-to-Cash, or a related operational function.

·   2-3 years of experience leading complex cross-functional operations and independently driving execution through matrix teams.

·   Experience with demand, order, claims, returns, inventory, allocation, distribution, or revenue-cycle processes.

·   Strong experience  with analytical, communication, project leadership, and issue-resolution capabilities.

Preferred Qualifications

·   Knowledge of US Flu market dynamics, seasonality, customer channels, distribution models, and vaccine supply considerations.

·   Experience with GSKDirect, eCS, SAP, returns platforms, Power BI, distributor data, or comparable systems.

·   Understanding of direct and indirect pharmaceutical distribution, authorized wholesaler/distributor operations, and customer contracting or pricing structures.

·   Experience translating data into concise recommendations, leading field communications, and presenting operational performance to leadership.

·   Experience with process improvement, automation, system implementation, UAT, or change and release readiness.

Working knowledge of compliance controls, documentation, SOPs, and contractual obligations within pharmaceutical operations.

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Please visit  GSK US Benefits Summary to learn more about the comprehensive benefits program GSK offers US employees.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

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