About This Role
As Head of Immunology, Global Customer Engagement & Operations (CE&O), you will serve as the senior CE&O partner and single point of contact for Biogen’s ex-US Immunology portfolio. Reporting to the Global Head of CE&O, you will translate Immunology business priorities into fit-for-purpose customer and operational excellence solutions that enable launch readiness, strong execution, and measurable business impact.
This role requires a senior leader with recent, hands-on Immunology experience, ideally with deep exposure to nephrology, who can operate credibly with franchise leadership, regional leaders, priority markets, and country teams. You will connect business needs with CE&O capabilities across customer insights, omnichannel engagement, digital content and solutions, patient finding, analytics, forecasting, dashboards, and learning and development.
This is not a purely advisory role. You will be expected to listen deeply to the business, identify what operational and customer excellence should look like for Immunology, and mobilize the right teams and capabilities to deliver tangible outcomes.
What You’ll Do
- Lead the planning, prioritization, and delivery of Global CE&O Immunology requirements across PDCs, regions, and priority markets.
- Partner proactively with franchise, regional, and country stakeholders to define a clear strategic roadmap for GCE&O, with clear milestones, and tangible deliverables aligned to Immunology business priorities.
- Drive strong business partnership through planning, performance reviews, KPI monitoring, dashboards, and risk/opportunity assessments that inform leadership decision-making.
- Ensure GCE&O activities are appropriately prioritized, remain in scope, and effectively support strategic imperatives and launch readiness across the portfolio.
- Serve as Single point of contact for CE&O requirements across the Immunology portfolio, providing strategic thought partnership to global, regional, and country leadership to help achieve business objectives.
- Work closely with PDC and regional teams to support immunology launch readiness assessment and risk mitigation.
- Support and strengthen GCE&O governance to build capabilities, drive consistency, and align global and country CE&O teams around a shared vision.
- Work closely with affiliate CE&O teams and key stakeholders to enable execution of global deliverables, while providing market-relevant support, coaching, guidance, and adjustments as needed to maximize impact and engagement.
- Lead and develop the International Immunology CMI team, setting a clear vision, goals, and expectations aligned with PDC and regional priorities.
- Provide ongoing coaching, feedback, and development opportunities to strengthen individual and team performance.
- Foster an inclusive, collaborative, and high-performing team culture that values diverse perspectives, open communication, and continuous learning.
- Identify capability gaps and support targeted development plans to build team effectiveness, motivation, and long-term growth.
- Drive the delivery of prioritized GCE&O focus areas and identify opportunities to improve operating effectiveness, execution quality, and scalability across the Global CE&O organization.
- Monitor external trends, emerging capabilities, and best practices that can be integrated into CE&O solutions for Immunology and the broader organization, increasing efficiency and impact tailored to priority market archetype needs.
- Partner with the GCE&O Leadership Team to define, mobilize, and embed a continuous improvement mindset and ways of working.
Who You Are
You are a senior commercial and customer excellence leader with recent Immunology experience and the credibility to engage effectively with senior global, regional, and market leaders. You understand the realities of translating strategy into execution and can articulate what excellent customer engagement and operational execution look like within Immunology.
You are a strong connector and an exceptional listener. You can move comfortably between strategic conversations with senior leaders and detailed discussions with operational teams, understand what the business truly needs, and connect those needs to the right capabilities and people.
You combine strategic thinking with hands-on implementation experience. You have worked across markets and ideally in both in-market and above-market roles, giving you a strong understanding of how global and regional strategies translate into execution at country level.
Required Skills
- BA/BS degree required; MBA or other advanced degree is an advantage.
- Minimum 10+ years of experience in the pharmaceutical or biotechnology industry, including significant experience operating at senior leadership level.
- Recent, substantial Immunology experience; experience within nephrology is highly desirable.
- Strong commercial leadership experience, ideally spanning both in-market and above-market/global or regional roles.
- Demonstrated experience translating business strategy into customer engagement, operational excellence, and launch readiness initiatives.
- Deep understanding of customer excellence capabilities, including insights, omnichannel engagement, analytics, forecasting, digital solutions, and performance measurement.
- Proven ability to engage and influence senior stakeholders, including franchise leaders, regional leadership, General Managers, and cross-functional teams.
- Exceptional communication and listening skills, with the ability to understand complex stakeholder needs and translate them into clear priorities and actions.
- Demonstrated experience leading through influence, driving organizational change, and connecting teams across functions and geographies; people leadership experience is strongly valued.
- Advanced strategic and analytical capabilities, strong business judgment, and fluency in English; additional languages are an advantage.
Job Level: Management
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.
