Senior Supervisor, Customer Support – Specialty

Biogen

Senior Supervisor overseeing customer support operations for specialty pharmaceuticals. Driving performance improvement and managing employee engagement within a regional scope in the United States.

Posted 6/12/2026full-timeResearch Triangle Park • North Carolina • 🇺🇸 United StatesSenior💰 $87,000 - $113,000 per yearWebsite

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Hard Skills

project managementperformance managementanalytical skillsproblem solvingcustomer relationship management

Soft Skills

communication skillsleadership skillsorganizational skillsconflict resolutionpresentation skills

Certifications & Qualifications

Bachelor's DegreeAdvanced Degree

Industry Keywords

change managementcross-functional alignmentstrategic planningemployee relationsperformance targets

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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
Bachelor's Degree required; Advanced Degree preferred
1-3 years’ experience leading and driving performance targets for a team; experience with Contact Center operations

Benefits

Comp & perks

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