Associate Director- US Omnichannel/Digital Operations

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

• 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

• 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

• 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

• 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

• 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)

• 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
• MBA preferred

• 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