At Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do.
Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.
Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.
Let’s do this. Let’s change the world. In this vital role you will be accountable for ensuring successful execution of the day-to-day customer experience. In this role, the Business Performance Sr Manager is a key orchestrator in facilitating cross-functional collaboration to align strategies and OTC activities based on deep knowledge of market trends and customer analytics. As a strategic leader, the role is determined and results oriented and will work collaboratively across the enterprise (e.g. GDOPs, Global Safety, Combination Product Operations, Combination Product Quality, Regional Supply Chain, DTI, Quality & Compliance, Planning, Distribution, Commercial, Finance, Data Sciences) and implement technology/process improvements to advance overall patient experience in the market.
Communicate strategic priorities and assist in diagnosing and solving tactical problems that limit desired business outcomes.
Review opportunities for improvement, projects to assess risk and issue areas, and define plan mitigation.
Understand customer pain-points and partner with Product team leads, Combination Product Operations and other areas to resolve these issues and to improve customer adoption of self-service.
Enforces accurate and compliant follow through of Amgen’s policies and procedures
Prepare and review analytics to provide access to the effectively of operational plans
Develop and lead organizational change activities to drive implementation of critical initiatives
Work with leaders to define success measures & metrics. Track defined metrics to measure success of program features, help to analyze results
Build and grow a successful blended workforce, supporting team through encouragement and by example that's capable of implementing strategic plans
Connect with and influence key collaborators and senior leadership regarding matters of significant importance like Employee and Customer Experience, prioritization and risk/issue management
Ensure alignment between cross-functional and cross-regional teams and supporting functions/key collaborators strategy elements, and drive progress toward the future technology roadmap including influencing solution, supporting scenario assessment, and driving business performance optimization to ensure customer service capabilities remain first in class and in alignment with strategic goals and objectives
Stay updated on internal / external landscape and market trends to bring innovate solutions to meet business and customer needs
Lead critical initiatives to craft functional and customer experience strategy (short, mid, and long-term horizon) using inputs from site leadership, the Supply Chain functional team, emerging industry trends, and network partner functions.
Long-Term Planning: Develop and implement long-term strategic plans that align with the organization's vision and goals.
Enable Amgen to continue to bring to market ground-breaking innovations that enhance the customer experience using tools such as Artificial Intelligence, visualization tools (Tableau, Smartsheet, Microsoft Forms, MIRO) and electronic systems, to name a few.
Operational Oversight: Ensure that daily operations are performed smoothly and efficiently.
Customer Satisfaction: Monitor and enhance the customer experience through continuous improvement initiatives.
Resource Allocation: Allocate resources effectively to support critical initiatives.
Risk Management: Identify potential risks and develop mitigation strategies to ensure the successful execution of plans.
Team Building: Build and lead a hard-working team capable of implementing strategic plans.
We are all different, yet we all use our unique contributions to serve patients.
Basic Qualifications:
Doctorate degree and 2 years of Business Performance or Quality experience OR
Master’s degree and 8 to 10 years of Business Performance or Quality experience OR
Bachelor’s degree and 10 to 14 years of Business Performance or Quality experience OR
Diploma and 14 to 18 years of Business Performance or Quality experience
Preferred Qualifications:
Experience leading a large service oriented operations organization focused on customer success, revenue growth and sales.
Experience in a supervisory role with the ability to collaborate with global cross-functional and cross-regional teams.
Must be enthusiastic, self-motivated, high-energy and a driven problem solver – especially in face of resistance or setbacks
Leadership skills and the ability to oversee multiple projects simultaneously
Ability to successfully manage workload to timelines
Familiarity with advance project management tools
Ability to operate in a matrixed or team environment with site, functional, and executive leadership
Experience in driving decision making by using DAI principles
Understanding of quality and industry requirements/expectations of a QMS
Understanding of the applicable manufacturing/testing processes (i.e., API, Drug Substance, Drug Product, Packaging, Device manufacturing processes)
Ability to negotiate a strategic position after taking feedback from multiple sources
Demonstrated ability to lead cross-functional teams, consistently deliver on-time, and high-quality results
Ability to travel +/- 20% of time to domestic and international Amgen sites
As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.
In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.
Objects in your future are closer than they appear. Join us.