Sr. Supervisor, Customer Support- Specialty

Biopharma Careers; North Carolina; On-site; USD 87,000 - 113,000; Full time

Benefits offered by this job

Medical, Dental, Vision, & Life ins

Vacation & holidays

401(k) with company match

Employee stock purchase plan

Tuition reimbursement

Job summary

Biogen in North Carolina seeks a Senior Supervisor – Specialty Operations to lead Customer Support, coordinate cross-functional teams, and drive employee engagement while ensuring programs align with quality and compliance standards.

The role partners with quality, training, and reporting to execute strategies, manage a $3M revenue focus, and coach staff toward sustained performance improvements, with an 8:30 am–8:00 pm EST shift.

Qualifications

• 3-5 years leading large teams and driving performance targets.
• Excellent communication and coaching abilities.
• Strong analytical, project management and leadership skills.

Responsibilities

• Lead customer support with cross-functional collaboration.
• Drive performance targets and engage employees.
• Partner with quality, training and reporting teams to ensure programs.
• Coach for performance improvement and employee engagement.
• Manage shifts and ensure coverage across EST window.

Skills

Leadership

Communication

Analytical skills

Project management

Customer relationship

Education

Bachelor's Degree

Advanced Degree preferred

Job description

Sr. Supervisor – Specialty Operations

The Senior Supervisor, Customer Support, acts as a liaison between internal teams, cross functional partners and external field representatives with an effort to drive business results and employee engagement. This role will develop assessment and resource plans, partner with internal departmental teams (quality, training, compliance, and reporting etc.) to ensure optimal support and programs are provided while driving employee engagement and coaching for performance improvement. This position will be expected to work an 8-hour shift between 8:30 am and 8:00 pm EST.

Key Responsibilities:

• Responsible for approx. $3M in yearly revenue through patients graduating onto commercial product as well as internal team budgets to achieve financial targets.
• Develop regional business plans, validate metrics, identify leading/lagging indicators and action plans to achieve business targets.
• Communicate effectively, demonstrate the ability to cascade messaging in a clear, concise, and timely manner. Support Change Management principles through the ability to pull through key themes through all activities.
• Strategic accountability for territories and act as thought partner for overall Division manager in determining strategies to achieve targets. Asses environmental signals, and potential impact to strategy, recommend mitigation plans.
• Partner with external stakeholders to represent PS in cross-functional strategic and tactical planning meetings, and initiatives and promotes cross-functional alignment of objectives, strategies, and tactics.
• Understand nuances of performance management and execute sound business judgment. Effective management of employee relations issues.

Essential Skills and Qualifications Required:

• 3-5 years leading large teams and driving performance targets for multiple geographies
• Excellent communication skills with the ability to adapt style according to demands of the audience; ability to cascade communications appropriately and effectively coach and develop employees
• Strong analytical, project management, problem solving, customer relationship, organizational, conflict resolution, presentation, and leadership skills
• Education: Bachelor's Degree required; Advanced Degree preferred
• Experience: 1-3 years’ experience leading and driving performance targets for a team; experience with Contact Center operations

Job Level:

Professional

Additional Information

The base compensation range for this role is: $87,000.00-$113,000.00

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 Biogen.

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.