About This Role
You will join the North American Business Insights & Operations (BIO) team in Omnichannel Excellence to shape and advance the company's Omnichannel/Digital Operations strategy and capability roadmap. You will lead cross-functional alignment and change management to embed Omnichannel/Digital value across the enterprise, standardize best practices, and serve as a strategic bridge between business and technology functions.
You will drive the development of new customer engagement capabilities—including activation of Next Best Action (NBA) personalization, day-to-day operational optimization implementation & workflows, and other Omnichannel capability advancements —while ensuring alignment with commercial goals, privacy regulations, and technical integrations.
You will lead the development and optimization of processes, technology, and frameworks that empower cross-functional teams to deliver seamless, omnichannel experiences. Acting as a strategic partner, champion digital transformation initiatives, enhance workflow efficiency, and ensure alignment between digital operations and business objectives. By fostering innovation and continuous improvement, you will enable the organization to maximize performance, agility, and customer engagement in a rapidly changing digital landscape.
Additionally, as part of our Operations Hub, this role is supporting the day-to-day operational implementations and ways of working ensuring accurate and on-time delivery of ‘end-to-end’ campaign production/execution.
What You’ll Do
Capability Roadmap Execution
- Partner with Head of Digital Operations and Capability Development to evolve, implement the Biogen enterprise Omnichannel capability roadmap, defining digital operations priorities and aligning with the ‘Voice of Customer’ across brands
- Ensure digital operations roadmap is aligned with brand strategies and cross functional partners including marketing, IT, Data, Analytics and Field Excellence
- Translate vision into phased implementation plans across brands, TA’s and customer types
Innovation & Capability Development
- Lead cross-functional teams in capability builds and workflows enabling ‘Big Bet’ priorities including activation of HCP 360, Personalization, NBA, etc.
- Drive AI innovation throughout the omnichannel operations stream to accelerate speed-to-market, improve decisioning, and reduce manual effort
- Support the development of the Activation Engine ecosystem/implementation ensuring seamless flows from the Decision Engine
- Own the proactive development of our next generation end-to-end operational workflows, ways of working and activation flows (e.g. AI-driven operational enhancements)
- Partner with IT and data teams to ensure appropriate technology architecture, integrations, and data governance
End-to-End Campaign Production/Execution
- Support accurate, on-time execution of omnichannel/digital campaigns across all brands
- Partner with the Engagement leads for seamless integration through execution of the campaign to ensure on time and accurate deployment
- Assist in execution for Website and other digital channels (e.g., email production) and continuous evolution to drive speed, efficiency and impact
Standardization & Operational Excellence
- Work with cross-functional partners to drive standards, playbooks, and governance frameworks to create enterprise consistency across Omnichannel engagements and campaigns
- Ensure proper adoption of enterprise-wide templates, tools and SOPs to ensure operational scalability
- Create mechanisms to capture learnings, share best practices, and continuously refine capabilities
Stakeholder & Change Management
- Act as the central point of contact for new capability initiatives across marketing, IT, data, analytics and field excellence teams
- Support organizational change management to ensure successful adoption and scaling of digital operations capabilities
Measurement, Value Realization & Continuous Improvement
- Support the development of operational KPIs including for capability adoption
- Champion test-and-learn culture through proactive testing plans and coordination with advanced analytics roadmaps
- Define, track and communicate key operational metrics (e.g., campaign cycle time, platform usage, SLA compliance)
Who You Are
Your intellectual curiosity and passion for winning help you thrive in a dynamic environment. You are a day-day implementation leader & an innovator with a solutions-oriented mindset, a sense of urgency, and attention to detail. You have a proven ability to influence and build credibility and strong partnerships with a diverse set of internal and external stakeholders. You leverage your strategic thinking and problem-solving skills to deliver results and achieve business goals in a customer-centric, innovative, and value-driven way.
Qualifications
Required Skills
- Minimum of 7 years Omnichannel/Digital Operations/Capability experience in pharmaceutical companies.
- Proven leadership in Omnichannel capability/operational innovation and transformation at the enterprise level
- Experience in SAFE/PI backlog management
- Experience enabling next generation Campaign Activation enabling the automated activation of Decision Engine signals
- Proven hands-on experience partnering as a primary operational interface
- Proven experience in production (e.g, web, email) and deployment and the evolution of the ecosystem
- Experiences with MarTech/Content stack and platforms (Veeva, SalesForce, Veeva DAM, AEM,) and how they support and integrate to effectively activate Omnichannel campaigns
- Component based design systems and reusable content models
- Deep Figma proficiency to accelerate speed-to-market
- AI-Enabled innovation across the operations stream to improve speed, decisioning and efficiency
- Expertise in Change Management and driving transformation and adoption
- Experience navigating PRC review processes
- Excellent interpersonal and communication skills, with the ability to lead change through influence
Education
- BA/BS required
- MBA preferred
Additional Information
Base salary offered is determined through an analytical approach utilizing a combination of factors including, but not limited to, relevant skills & experience, job location, and internal equity.
Regular employees are eligible to receive both short term and long-term incentives, including cash bonus and equity incentive opportunities, designed to reward recent achievements and recognize your future potential based on individual, business unit and company performance.
In addition to compensation, Biogen offers a full and highly competitive range of benefits designed to support our employees’ and their families physical, financial, emotional, and social well-being; including, but not limited to:
- Medical, Dental, Vision, & Life insurances
- Fitness & Wellness programs including a fitness reimbursement
- Short- and Long-Term Disability insurance
- A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
- Up to 12 company paid holidays + 3 paid days off for Personal Significance
- 80 hours of sick time per calendar year
- Paid Maternity and Parental Leave benefit
- 401(k) program participation with company matched contributions
- Employee stock purchase plan
- Tuition reimbursement of up to $10,000 per calendar year
- Employee Resource Groups participation
Why Biogen?
We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.
At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.
All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.
Biogen Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Biogen and has not been reviewed or approved by Biogen.
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Fair & Transparent Compensation — Pay is generally positioned as competitive and often perceived as fair across roles, with total compensation framed as strong when bonus and equity are included. Compensation sentiment is described as above-average overall, though it varies by function and business cycle.
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Equity Value & Accessibility — Equity programs are repeatedly highlighted as a meaningful part of the total package, including stock programs and an employee stock purchase plan. Equity and bonus elements are portrayed as important contributors to feeling well rewarded beyond base pay.
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Leave & Time Off Breadth — Time-off benefits are described as distinctive, including a year-end shutdown and a paid sabbatical after extended tenure. Vacation, holidays, sick time, and personal-significance days are also presented as supportive of work-life needs.
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What We Do
Through cutting-edge science and medicine, Biogen discovers, develops and delivers innovative therapies worldwide for people living with serious neurological and neurodegenerative diseases. Founded in 1978, Biogen is a pioneer in biotechnology and today the Company has the leading portfolio of medicines to treat multiple sclerosis, has introduced the first and only approved treatment for spinal muscular atrophy, and is at the forefront of neurology research for conditions including Alzheimer’s disease, Parkinson’s disease and amyotrophic lateral sclerosis. Biogen also manufactures and commercializes biosimilars of advanced biologics. With approximately 7000 people worldwide, we are truly a global organization, headquartered in Cambridge, Massachusetts, which is also home to our research operations. Our international headquarters are based in Zug, Switzerland and we have world-class manufacturing facilities in North Carolina and Denmark. We offer therapies globally through direct affiliate presence in 30 countries and a network of distribution partners in over 50 additional countries. For more information, please visit www.biogen.com. Follow us on social media – Twitter, LinkedIn, Facebook, YouTube.
