The Company

At Biogen, our mission is clear: we are pioneers in neuroscience. Biogen discovers, develops, and delivers worldwide innovative therapies for people living with serious neurological and neurodegenerative diseases. One of the world’s first global biotechnology companies, Biogen was founded in 1978 and today has the leading portfolio of medicines to treat multiple sclerosis, has introduced the first and only approved treatment for spinal muscular atrophy, and is focused on advancing neuroscience research programs in Alzheimer’s disease and dementia, MS and neuroimmunology, movement disorders, neuromuscular disorders, acute neurology, neurocognitive disorders, pain, and ophthalmology. Biogen also manufactures and commercializes biosimilars of advanced biologics.

Global Business Services and Business Optimization

The Global Business Services (GBS) and Business Optimization team is a newly formed organization established to transform Biogen’s business processes to set a platform to scale global operations, fuel commercial growth and the innovation pipeline.  Further, GBS will provide further value by developing and delivering a suite of business solutions and support services that are valued by internal customers.   GBS will deliver services by leveraging a global delivery model, operational transparency and metrics, leveraging global best practices, and a service-oriented process improvement culture.   All solutions will be supported by strong business cases and ultimately monitored for the effectiveness and efficiency against benchmarks and service level agreements.

The vision of GBS at Biogen is to be recognized as a world-class Global Business Services organization driven by the desire for excellence in its people, business solutions, execution and partnerships with internal customers.

The GBS Business Optimization team will champion building a continuous improvement culture that other parts of the organization will recognize and seek out for business support.  We are developing a performance-based culture supported by tools, training, and well-defined accountability, where people can build their career or prepare for a role in the wider business or elsewhere within GBS. We seek individuals who can enhance our team with their knowledge, skills, innovation, collaboration and “can do” attitude.

The Learning Services Supervisor will act as an on-site team lead to our Tier 1 LMS Administrator team.  The person in this role must have a strong focus on customer service, must be able to lead a busy team of LMS Administrators with a focus on efficiency, quality, and strong customer and team collaboration.  This role will be responsible for working with our leadership team to establish, implement and support standard operating procedures.   

Accountability Description:

• Ensure high quality of service delivery (accuracy of responses, timeliness, professionalism) to our learner population by monitoring cases and serving as an escalation point on complex/sensitive cases.
• Manage team’s daily workload through triage schedules, coverage plans, and other work management solutions.
• Support escalated learning services activities
• Achieve stated performance measures and adhere to established customer service standards. 
• Will serve an oversight and implementation role on selected shared services programs and projects
• Perform special projects as assigned by management team.

The Learning Services Supervisor will act as an on-site team lead to our Tier 1 LMS Administrator team.  The person in this role must have a strong focus on customer service, must be able to lead a busy team of LMS Administrators with a focus on efficiency, quality, and strong customer and team collaboration.  This role will be responsible for working with our leadership team to establish, implement and support standard operating procedures.   

Accountability Description:

• Ensure high quality of service delivery (accuracy of responses, timeliness, professionalism) to our learner population by monitoring cases and serving as an escalation point on complex/sensitive cases.
• Manage team’s daily workload through triage schedules, coverage plans, and other work management solutions.
• Support escalated learning services activities
• Achieve stated performance measures and adhere to established customer service standards. 
• Will serve an oversight and implementation role on selected shared services programs and projects
• Perform special projects as assigned by management team.

All your information will be kept confidential according to EEO guidelines.