Omnichannel Platform Lead

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Job Description

Role Summary

The Omnichannel Platform Lead is responsible for ensuring the seamless operation and adoption of Takeda’s Omnichannel platforms. Acting as the single point of accountability, this role drives operational excellence, stability, and stakeholder satisfaction across a complex ecosystem of platforms, vendors, and internal teams.

The position requires strong collaboration and influence skills to align multiple platform towers, streamline processes, and proactively address issues before they impact business continuity.

By owning key operational frameworks – including consumption processes, incident management, and knowledge management – the position plays a critical role in enabling scalability, ease of adoption, and continuous improvement across Takeda’s Omnichannel landscape ultimately contributing to the overall platform health of all Omnichannel platforms.

Key Responsibilities

• Define and govern consumption processes for Omnichannel platforms and services (including self-service consumption models), ensuring requests are fulfilled in a timely manner to drive ease of adoption.
• Establish and manage incident handling processes across all platform towers (Web Platforms, MarTech Platforms and Decisioning and Orchestration Platforms), including vendor engagement for core platform issues, ensuring platform stability.
• Own and maintain a comprehensive knowledge base with up-to-date consumption information, troubleshooting guides, and best practices to reduce repetitive queries and improve adoption.
• Develop and implement proactive quality control and monitoring frameworks to identify deviations from platform standards before they become critical issues.
• Continuously improve operational processes, including consumption workflows, incident management, and knowledge management.
• Design and maintain a measurement framework to monitor operational health, platform uptime, and customer satisfaction, using insights to drive continuous improvement.

Required Soft Skills

• Strong Communication & Stakeholder Management – Ability to clearly articulate processes, manage expectations, and build trust across diverse teams and senior stakeholders.
• Collaboration & Influence – Skilled at working across multiple platform teams and vendors, aligning priorities without direct authority.
• Problem-Solving & Critical Thinking – Capable of diagnosing complex issues quickly and implementing sustainable solutions.
• Adaptability & Resilience – Comfortable operating in a fast-paced, evolving environment with competing priorities.
• Process Orientation & Attention to Detail – Ability to design, document, and enforce processes that ensure consistency and scalability.
• Customer-Centric Mindset – Focused on improving ease of adoption and satisfaction for internal stakeholders.
• Analytical Skills – Ability to interpret operational data, identify trends, and make data-driven decisions.

Technical Skills

• Content Management Systems (CMS): Proficiency in managing and troubleshooting Drupal-based websites, including module configuration, performance optimization, and security best practices.
• Web Hosting & Infrastructure: Understanding of web hosting environments, DNS management, SSL certificates, and server-side performance monitoring.
• Web Analytics & Optimization Tools: Hands-on experience with Matomo, Google Analytics, Hotjar, and SiteImprove for tracking user behaviour, accessibility compliance, and performance insights.
• Marketing Automation & CRM Platforms: Working knowledge of Salesforce Marketing Cloud and Data Cloud, including campaign execution, data integration, and segmentation strategies.
• Event & Engagement Platforms: Familiarity with SpotMe for virtual/hybrid event management and Brightcove for video hosting and streaming solutions.
• Incident & Knowledge Management Systems: Ability to design and maintain operational workflows in ITSM tools (e.g., ServiceNow or similar) for incident handling and knowledge base management.
• Quality Assurance & Monitoring: Experience implementing monitoring frameworks and proactive quality checks across multiple platforms to ensure uptime and adherence to standards.
• Data Analysis & Reporting: Competence in interpreting analytics data, creating dashboards, and leveraging insights to improve platform adoption and operational health.
• Basic Scripting & Automation (Preferred): Familiarity with scripting languages (e.g., JavaScript, Python) for automating repetitive tasks or enhancing platform integrations.

Qualifications & Experience

• Bachelor’s degree in information technology, Computer Science, Digital Marketing, or related field (Master’s degree preferred).
• 7+ years of experience in digital platform operations, web technologies, or marketing technology environments.
• Proven experience managing complex, multi-platform ecosystems and vendor relationships.
• Strong understanding of ITIL principles and operational best practices.
• Experience in pharmaceutical or regulated industries is a plus.
• Certifications in Salesforce Marketing Cloud, ITIL, Project Management and/or Agile are desirable.

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