At Jazz, we are reimagining how we design and deliver more precise customer experiences, enabled by new technologies, modern ways of working, and high-performing team behaviors. Through this work, we enable teams to better understand patients, caregivers, and HCPs, anticipate their needs across the enterprise, deliver timely and personalized engagement, and orchestrate seamless, end-to-end experiences as One Jazz.

The Director of Learning & Development & CX Lead – EMD leads the dedicated Epilepsy and Movement Disorders (EMD) franchise L&D organization and is accountable for the overarching learning strategy, operational execution, and measurable business impact across EMD commercial, medical, and market access teams. Reporting directly to the Senior Director of Learning & Development Center of Excellence (L&D CoE), this role leads and coaches a high-performing team of Associate Director and Senior Training Managers supporting EMD sales, medical affairs, and market access disciplines.

Embedded within the Customer Experience Operations (CXO) operating model, this leader serves as the strategic bridge between EMD franchise leadership and enterprise capability teams—translating brand priorities, complex institutional hospital account dynamics, Comprehensive Epilepsy Center (CEC) requirements, and customer experience strategies into agile, role-based learning pathways that drive field excellence and business growth.

At Jazz, we believe that effective people leadership is essential to our success. Our people managers play a vital role in creating an environment where teams thrive and individuals reach their full potential. Jazz invests in people managers to equip them to drive performance, grow individuals, and create belonging.

Essential Functions / Responsibilities

Strategy, Direction & CXO Capability Enablement

• Set the strategic vision and multi-year learning roadmap for the EMD franchise, aligning capability building with brand commercial priorities, high-science disease education, and enterprise L&D CoE goals.
• Orchestrate the design, rollout, and institutionalization of role-based competency and field capability frameworks across EMD sales, medical affairs, and market access teams, benchmarking capabilities against evolving healthcare customer engagement standards.
• Serve as a strategic business parter for CRM learning and field enablement (e.g., Next-Gen Veeva Vault CRM), translating platform enhancements, customer journeys, and next-best-action guidance into intuitive, high-adoption learning pathways.
• Partner cross-functionally with Customer Analytics & Insights and Advanced Analytics to interpret customer interaction data, institutional account patterns, and field engagement metrics, utilizing real-world performance data to pinpoint skill gaps and shape targeted learning interventions.
• Architect and embed scalable "learning in the flow of work" solutions, integrating on-demand performance support and mobile microlearning into daily field cadences to minimize off-territory time while maximizing knowledge retention.
• Champion the strategic implementation and adoption of digital technologies and AI-powered learning, piloting and scaling interactive AI coaching, conversation simulators, and adaptive learning algorithms to accelerate field readiness and conversational mastery.
• Direct the strategy and governance of mobile microlearning and spaced repetition platforms (e.g., Axonify) to power high-impact sprints and sustain continuous mastery of applicable content across distributed field teams.
• Drive instructional design rigor across all curriculum development using proven methodologies, including the Six Disciplines of Breakthrough Learning (6Ds), ensuring every initiative begins with a defined business outcome and concludes with measured transfer to the job.
• Operationalize the Global Capability Operating Model (GCOM) within EMD L&D, championing agile sprint planning, formal intake governance, and transparent prioritization across business partner and capability product teams.
• Lead cultural and behavioral change management initiatives across franchise training teams and cross-functional partners, embedding modern ways of working, driving accountability for continuous learning, and facilitating smooth transitions during operating model shifts.
• Establish a closed-loop L&D measurement framework that ties learning engagement, knowledge mastery, and certification completion directly to leading sales execution behaviors, customer engagement quality, and franchise business outcomes.
• Interface directly with Franchise Activation Leads, Campaign Orchestration, and Content Factory teams to ensure field messaging directly mirrors non-personal omnichannel campaigns, delivering a unified customer experience (CX) to HCPs and accounts.
• Work closely with Leadership Development L&D colleagues to equip field leaders with objective observation rubrics, feedback frameworks, and coaching principles to sustain field behavior change.

Cross-Functional Collaboration & Enterprise Synergy

• Serve as a trusted advisor to EMD Franchise and Medical Affairs colleagues, proactively aligning learning agendas with priorities, and enterprise strategic roadmaps.
• Represent EMD L&D in cross-functional governance forums and CXO suite reviews, ensuring franchise needs, interdependencies, and resource constraints are clearly communicated.
• Collaborate closely across the L&D Center of Excellence and fellow franchise directors to productize modular content, leverage shared digital repositories, and standardize core onboarding modules to maximize speed-to-market and eliminate redundant spend.
• Act as the primary steward of regulatory firewalls between Commercial and Medical Affairs L&D initiatives, ensuring all cross-functional strategies, shared assets, and curriculum delivery strictly adhere to corporate compliance, legal, and medical governance standards.

People Leadership & Team Development

• Mentor, coach, and elevate a high-performing franchise team consisting of Senior Training Managers and Associate Director covering Sales, Market Access, and Medical Affairs training.
• Foster an inclusive culture of continuous improvement, psychological safety, innovation, and advanced adult-learning expertise.
• Manage resource allocation, capacity planning, and talent succession, empowering team members to operate as agile capability partners within the CXO model.

Required Knowledge, Skills, and Abilities

Technical Skills

• Deep understanding of adult learning theory, modern instructional design models (e.g., 6Ds, DAI, ADDIE), and capability framework development within biopharma commercial, medical, and market access domains.
• Proven ability to translate commercial brand plans, clinical data, and launch strategies into practical, scalable, and high-impact field learning architectures.
• Demonstrated experience leading CRM training strategy (Veeva CRM/Vault) and integrating digital learning technologies (e.g., microlearning platforms, conversational AI simulators, LMS/LXP ecosystems).
• Working knowledge of customer analytics, commercial data platforms, and performance dashboards to guide data-driven learning needs analysis and outcome measurement.
• Strong governance capability to maintain strict compliance and regulatory firewalls between commercial field teams and medical affairs organizations.

Business Skills

• Systems Thinking: Ability to understand upstream and downstream interdependencies across the commercial ecosystem, connecting customer experience, marketing campaigns, and field execution into a coherent capability strategy.
• Cross-Functional Matrix Leadership: Demonstrated ability to influence senior business leaders without direct authority, aligning cross-functional teams around shared capability roadmaps.
• Agile Ways of Working & Adoption: Ability to rapidly embrace, model, and operationalize agile frameworks, sprint cadences, and continuous improvement mindsets across matrixed teams.
• Change Leadership: Proven track record of guiding organizations and individuals through operating model transformations, cultural shifts, and technology adoptions.
• Commercial & Clinical Acumen: Sound understanding of movement disorders and epilepsy landscapes, Comprehensive Epilepsy Centers (CECs), institutional inpatient/outpatient hospital networks, and payer access environments.

Qualifications

Required Education and Experience:

• Bachelor’s degree in business, life sciences, education, instructional design, or related field.
• 10+ years of progressive experience in learning & development, sales training, commercial capability building, or commercial excellence within the pharmaceutical or biotechnology industry.
• 6–8 years of direct people management experience, with proven success leading and coaching experienced leaders (Senior Training Managers, Associate Directors, or equivalent).
• Demonstrated experience developing training curricula across commercial sales, market access, and medical affairs field forces.

Preferred / Additional Qualifications:

• Master’s degree or MBA in a relevant discipline.
• Direct therapeutic experience in Epilepsy, Movement Disorders, Neurology, or complex specialty/rare disease markets.
• Hands-on experience working within an agile capability operating model or Customer Experience Operations (CXO) organization.
• Certified facilitator/practitioner in recognized instructional design methodologies (e.g., 6Ds Breakthrough Learning).

Working Requirements:

• Ability to travel 30% to 40% domestically as required for field rides, meetings, and offsites.

Jazz Expected Behaviors

• Demonstrates Ownership and Accountability: Takes full responsibility for learning outcomes and drives capability initiatives with urgency, focus, and measurable business impact.
• Leads with Curiosity and a Growth Mindset: Actively explores learner needs, emerging technologies (including generative AI), and innovative operating methods to advance Jazz's competitive edge.
• Embraces Change as an Opportunity: Models resilience during operating model transitions, navigating ambiguity with confidence and guiding teams through organizational change.
• Acts with a One Jazz Mindset: Prioritizes enterprise value, breaks down functional silos, and builds collaborative, trust-based partnerships across commercial, medical, and operational functions.
• Delivers High-Performance Results: Sets ambitious benchmarks, challenges legacy training practices, and consistently delivers solutions that improve field performance.
• Models Inclusive Leadership: Creates an environment of belonging and psychological safety, empowering diverse perspectives and fostering team development.
• Invests in Continuous Capability Building: Continuously sharpens personal knowledge while actively coaching, mentoring, and elevating cross-functional peers.
• Communicates with Clarity and Influence: Translates complex educational and commercial concepts into simple, inspiring, and actionable strategies for executive leaders.