Associate Director- US Omnichannel/Digital Operations

Biogen•Cambridge, MA

2d•$164,000 - $226,000

About The Position

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.

Requirements

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
BA/BS required

Nice To Haves

MBA preferred

Responsibilities

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)

Benefits

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