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Sr Supervisor, Customer Support. Job in Research-Triangle-Park, North Carolina, United States in Biogen. Nelest.com
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Sr Supervisor, Customer Support

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Job ID:

23166

Location:

Research-Triangle-Park, NC 

Job function:

Information Systems Management, Public Relations
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Posted:

03.11.2016

Employment Type:

Full time

Industry:

Healthcare / Pharma
col-wide   

Title:

Sr Supervisor, Customer Support

Job Description:

Overview
Drive performance to achieve business targets for assigned geography, managing all patient lifecycle processes for 4-6 commercial products. Act as liaison between internal teams and external field representatives with an effort to drive business targets. Manage territories in assigned geography with a team of approx. 15-20 direct reports.

Principal Accountabilities

- Responsible for approx. $3M in yearly revenue through patients graduating onto Commercial product. Develop regional business plans, validate metrics, identify leading/lagging indicators and action plans to achieve business targets. Strategic accountability for territories and act as thought partner for overall Division manager in determining strategies to achieve targets. Assess environmental signals and potential impact to strategy, recommend mitigation plans.

- Domain expertise in all therapeutic areas and full lifecycle processes. Solve customer issues that may arise across all therapy areas and all process workgroups within area of responsibility. Solve business plan gaps and issues identified through trend analysis and metric indicators.

- Evaluate current processes and technology, develop recommendations and business case for improvement. Partner with cross functional teams, Process Improvement/Six Sigma to increase effectiveness and efficiency of team.

- Manage team of approx. 15-20 direct reports across entire patient lifecycle for 4-6 Commercial products. Develop assessment and resource plans, partner with internal departmental teams (quality, training, compliance, and reporting) to ensure optimal support and programs are provided. Drive employee engagement, coach for performance improvement, understand nuances of performance management and execute sound business judgment. Effective management of employee relations issues.

- Communicate effectively. Ability to cascade messaging in a clear, concise and timely manner. Familiarity with Change Management principles and ability to pull through key themes through all activities.

- And other job duties that may be assigned. May be modified at any time as business needs require.
*LI-POT2

Job Requirements:

QualificationsQualifications
- 3-5 years leading large teams and driving performance targets for multiple geographies
- Experience with Contact Center preferred EducationEducation Bachelors required, Masters preferred About BiogenBiogen (NASDAQ: BIIB) is a biotechnology leader that discovers, develops and delivers innovative therapies to improve the lives of patients with neurodegenerative diseases, hematologic conditions and autoimmune diseases. Patients worldwide benefit every day from our medicines for multiple sclerosis (MS) and hemophilia.

Founded in 1978, Biogen is one of the world's oldest biotechnology companies. Our development pipeline is focused on areas of high unmet medical need, as we pursue new therapies for patients suffering from diseases with few or no treatment options. These include programs for secondary progressive MS, Alzheimer's Disease, spinal muscular atrophy, lupus and amyotrophic lateral sclerosis (ALS), amongst others.

With approximately 7,500 people worldwide, Biogen is truly a global organization. We are headquartered in Cambridge, Massachusetts, which is home to our research operations. Our international operations are based in Zug, Switzerland and we have world-class manufacturing facilities in North Carolina and Denmark. We offer therapies globally through direct affiliate presence in 30 countries and a network of distribution partners in over 50 additional countries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

Please be advised that all legitimate correspondence from a Biogen employee will come from '@biogen.com' or '@biogenidec.com' email accounts.

Zip Code:

27709

Company Info
Biogen

Cambridge, MA, United States

Phone: +1 781-464-3260, +1 781-464-3260
Web Site: www.biogene.com

Company Profile

Company Info


Biogen
Cambridge, MA, United States
Phone: +1 781-464-3260, +1 781-464-3260
Web Site: www.biogene.com

Sr Supervisor, Customer Support

col-narrow-left   

Job ID:

23166

Location:

Research-Triangle-Park, NC 

Job function:

Information Systems Management, Public Relations
col-narrow-right   

Posted:

03.11.2016

Employment Type:

Full time

Industry:

Healthcare / Pharma
col-wide   

Title:

Sr Supervisor, Customer Support

Job Description:

Overview
Drive performance to achieve business targets for assigned geography, managing all patient lifecycle processes for 4-6 commercial products. Act as liaison between internal teams and external field representatives with an effort to drive business targets. Manage territories in assigned geography with a team of approx. 15-20 direct reports.

Principal Accountabilities

- Responsible for approx. $3M in yearly revenue through patients graduating onto Commercial product. Develop regional business plans, validate metrics, identify leading/lagging indicators and action plans to achieve business targets. Strategic accountability for territories and act as thought partner for overall Division manager in determining strategies to achieve targets. Assess environmental signals and potential impact to strategy, recommend mitigation plans.

- Domain expertise in all therapeutic areas and full lifecycle processes. Solve customer issues that may arise across all therapy areas and all process workgroups within area of responsibility. Solve business plan gaps and issues identified through trend analysis and metric indicators.

- Evaluate current processes and technology, develop recommendations and business case for improvement. Partner with cross functional teams, Process Improvement/Six Sigma to increase effectiveness and efficiency of team.

- Manage team of approx. 15-20 direct reports across entire patient lifecycle for 4-6 Commercial products. Develop assessment and resource plans, partner with internal departmental teams (quality, training, compliance, and reporting) to ensure optimal support and programs are provided. Drive employee engagement, coach for performance improvement, understand nuances of performance management and execute sound business judgment. Effective management of employee relations issues.

- Communicate effectively. Ability to cascade messaging in a clear, concise and timely manner. Familiarity with Change Management principles and ability to pull through key themes through all activities.

- And other job duties that may be assigned. May be modified at any time as business needs require.
*LI-POT2

Job Requirements:

QualificationsQualifications
- 3-5 years leading large teams and driving performance targets for multiple geographies
- Experience with Contact Center preferred EducationEducation Bachelors required, Masters preferred About BiogenBiogen (NASDAQ: BIIB) is a biotechnology leader that discovers, develops and delivers innovative therapies to improve the lives of patients with neurodegenerative diseases, hematologic conditions and autoimmune diseases. Patients worldwide benefit every day from our medicines for multiple sclerosis (MS) and hemophilia.

Founded in 1978, Biogen is one of the world's oldest biotechnology companies. Our development pipeline is focused on areas of high unmet medical need, as we pursue new therapies for patients suffering from diseases with few or no treatment options. These include programs for secondary progressive MS, Alzheimer's Disease, spinal muscular atrophy, lupus and amyotrophic lateral sclerosis (ALS), amongst others.

With approximately 7,500 people worldwide, Biogen is truly a global organization. We are headquartered in Cambridge, Massachusetts, which is home to our research operations. Our international operations are based in Zug, Switzerland and we have world-class manufacturing facilities in North Carolina and Denmark. We offer therapies globally through direct affiliate presence in 30 countries and a network of distribution partners in over 50 additional countries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

Please be advised that all legitimate correspondence from a Biogen employee will come from '@biogen.com' or '@biogenidec.com' email accounts.

Zip Code:

27709
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