Associate Director- US Omnichannel/Digital Operations

This job is with Biogen, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.About This RoleYou 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 DoCapability Roadmap ExecutionPartner 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 brandsEnsure digital operations roadmap is aligned with brand strategies and cross functional partners including marketing, IT, Data, Analytics and Field ExcellenceTranslate vision into phased implementation plans across brands, TA's and customer typesInnovation & Capability DevelopmentLead 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 effortSupport the development of the Activation Engine ecosystem/implementation ensuring seamless flows from the Decision EngineOwn 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 governanceEnd-to-End Campaign Production/ExecutionSupport accurate, on-time execution of omnichannel/digital campaigns across all brandsPartner with the Engagement leads for seamless integration through execution of the campaign to ensure on time and accurate deploymentAssist in execution for Website and other digital channels (e.g., email production) and continuous evolution to drive speed, efficiency and impactStandardization & Operational ExcellenceWork with cross-functional partners to drive standards, playbooks, and governance frameworks to create enterprise consistency across Omnichannel engagements and campaignsEnsure proper adoption of enterprise-wide templates, tools and SOPs to ensure operational scalabilityCreate mechanisms to capture learnings, share best practices, and continuously refine capabilitiesStakeholder & Change ManagementAct as the central point of contact for new capability initiatives across marketing, IT, data, analytics and field excellence teamsSupport organizational change management to ensure successful adoption and scaling of digital operations capabilitiesMeasurement, Value Realization & Continuous ImprovementSupport the development of operational KPIs including for capability adoptionChampion test-and-learn culture through proactive testing plans and coordination with advanced analytics roadmapsDefine, track and communicate key operational metrics (e.g., campaign cycle time, platform usage, SLA compliance)Who You AreYour 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.QualificationsRequired SkillsMinimum of 7 years Omnichannel/Digital Operations/Capability experience in pharmaceutical companies.Proven leadership in Omnichannel capability/operational innovation and transformation at the enterprise levelExperience in SAFE/PI backlog managementExperience enabling next generation Campaign Activation enabling the automated activation of Decision Engine signalsProven hands-on experience partnering as a primary operational interfaceProven experience in production (e.g, web, email) and deployment and the evolution of the ecosystemExperiences with MarTech/Content stack and platforms (Veeva, SalesForce, Veeva DAM, AEM,) and how they support and integrate to effectively activate Omnichannel campaignsComponent based design systems and reusable content modelsDeep Figma proficiency to accelerate speed-to-marketAI-Enabled innovation across the operations stream to improve speed, decisioning and efficiencyExpertise in Change Management and driving transformation and adoptionExperience navigating PRC review processesExcellent interpersonal and communication skills, with the ability to lead change through influenceEducationBA/BS requiredMBA preferredJob Level: ManagementAdditional InformationThe base compensation range for this role is: $164,000.00-$226,000.00Base 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 insurancesFitness & Wellness programs including a fitness reimbursementShort- and Long-Term Disability insuranceA 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 Significance80 hours of sick time per calendar yearPaid Maternity and Parental Leave benefit401(k) program participation with company matched contributionsEmployee stock purchase planTuition reimbursement of up to $10,000 per calendar yearEmployee Resource Groups participationWhy 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.