Customer Success Operations Jobs in Massachusetts

About This Role: As the Associate Director of PRC Marketing Operations, you will be instrumental in ensuring a high-quality and efficient content approval process within our marketing operations department. You will oversee operations for your designated brand or therapeutic area (TA), collaborating closely with Marketing and other business stakeholders to drive strategic development, planning, and channel execution. This role is integral to maintaining seamless communication and collaboration across teams, ensuring that executive-level decisions are effectively cascaded to front-line PRC review teams. Your proactive management will be key in enhancing the content approval process, focusing on continuous improvement to maximize efficiency while ensuring compliance. You will also prepare reports for executive leadership, providing insights on TA performance and adherence to KPIs and metrics. Your partnership with leaders in implementing risk frameworks and collaborating on claims and reference library revisions will be crucial in maintaining operational excellence.

What You’ll Do:

• Manage the day-to-day leadership of the TA-specific committee, ensuring high-quality and compliant materials reach the market efficiently.
• Collaborate effectively with business partners to ensure successful PRC execution and maintain beneficial relationships.
• Capture, report, and analyze business metrics and TA-specific performance, recommending improvements to enhance processes.
• Partner with stakeholders to manage the annual plan through quarterly forecasting, addressing potential volume surges proactively.
• Conduct ongoing collaboration with Marketing teams to plan and approve content timelines, tracking adherence for key events.
• Facilitate PRC and escalation meetings to ensure a collaborative approach to promotional review.
• Develop expertise on emerging content review concepts and promotional tactics, including system refresh and relaunch.
• Manage contracted PRC Coordinator to ensure efficient meeting facilitation and documentation.
• Develop and deliver training programs for TA stakeholders and review teams, including agency partners.

Who You Are: You are a strategic thinker with a deep understanding of the pharmaceutical and biotech landscape. Your strong interpersonal skills enable you to manage conflicts and negotiate effectively, while your communication skills help you convey complex ideas clearly. You thrive in fast-paced environments, prioritizing tasks with urgency and influencing without authority. Your expertise in reporting business metrics and KPIs is complemented by your experience with platforms like Veeva Vault PromoMats. You are committed to continuous improvement and bring a sense of collaboration and focus to every project.

Required Skills:

• Minimum of 5 years pharmaceutical/biotech experience with 3+ years in promotional material review or relevant agency work.
• Strong understanding of high-quality promotional pharmaceutical content.
• Launch experience required.
• Strategic understanding of market trends and content approval process evolution.
• Strong interpersonal skills in conflict management and negotiation; strong oral and written communication skills.
• Ability to prioritize across multiple tasks with urgency.
• Demonstrated ability to influence without authority.
• Experience in developing and reporting business metrics and KPIs required.
• Experience with Veeva Vault PromoMats platform including metrics reporting.
• Bachelor’s Degree (BA/BS) from a four-year college or university.

Preferred Skills:

Prior team leadership experience preferred; cross-functional team leadership preferred.

Job Level: Management

Additional Information

The base compensation range for this role is: $154,000.00-$212,000.00

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 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.