Associate Director- US Omnichannel/Digital Operations

Biogen•Cambridge, MA

3d•$164,000 - $226,000

About The Position

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.

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
Innovation & Capability Development
End-to-End Campaign Production/Execution
Standardization & Operational Excellence
Stakeholder & Change Management
Measurement, Value Realization & Continuous Improvement

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