US Customer Experience Senior Manager
Amgen
This listing was originally posted on Amgen's careers page. Formulate is an equal opportunity job aggregator and is not involved in the hiring process. Where salary information is estimated, it is derived from BLS industry benchmarks and may differ from actual compensation.
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Upgrade to Pro — $25/moJoin Amgen’s Mission of Serving Patients
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. Amgen is advancing a broad and deep pipeline of medicines to treat cancer, heart disease, inflammatory conditions, rare diseases, and obesity and obesity-related conditions. 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.
Senior Manager Business Performance Strategy Lead (BPSL) US
What you will do
Let's do this. Let's change the world! We are seeking someone with a demonstrated history of successful vendor/account/customer relations, using customer insight and data to identify and prioritize opportunities and with a track record of managing and developing talents. Flexibility and the ability to prioritize in a changing business environment will be a key to success. Our team culture is goal-oriented, collaborative, and driven to achieve results. We seek an individual who is motivated by a fast-paced and highly entrepreneurial environment.
The Sr. Manager Business Performance Strategy Lead (BPSL) will be responsible for leading the activities of the regional OTC organization for Amgen Supply Chain as well as managing a team of direct reports. In this role, the leader will assist with strategic direction, support development of the digital and CX roadmap, and oversee the execution of the order-to-cash process following industry best practices. This position routinely interacts cross functionality at the executive level partnering with finance, treasury, supply chain, commercial operations and Amgen Medical Information to influence important business initiatives and to increase efficiency and ensure scalability in the US market. The BPSL is responsible for leading continuous improvement and operational excellence efforts to build and improve scalable business processes
In this role, the resource will partner with key stakeholders across the Americas Business Customers to drive faster adoption, greater utilization, higher proficiency, and simplification efforts across the region’s transformation initiatives.
The objective of this role is to demonstrate leadership that is customer/digital centric and driven to create a culture of service excellence that results in differentiated experiences and meaningful engagements with customers and patients interacting with Amgen’s US order-to-cash processes and supporting systems.
Data, Analytics & Digital Enablement:
Leverage analytics and reporting to monitor performance, identify trends, and drive databased decision making.
Effectively collaborate with multiple key stakeholders across the various business units to define strategies and processes that scale across current and future Trade channel growth.
Objective when presenting insights and guiding decision-making; create influential presentation skills by pairing sound analytics with storytelling
Provide regular reports and data-driven recommendations to improve customer experience
Support the use of digital platforms and tools such as SAP, Salesforce Service Cloud/eCommerce, Celonis, UiPath, IRT, and CTMS to improve service delivery and operational efficiency.
Order-to-Cash & Operational Excellence:
Communicate strategic priorities and assist in diagnosing and solving tactical problems that limit desired business outcomes.
Oversee key OTC activities within scope, including order management, product and distribution complaints, dispute resolution, and customer inquiries.
Understand customer pain-points related to self-service that result in fallout or voice calls and partner with Product team, Customer Journeys, Service Delivery teams, and other areas to resolve these issues and to improve customer adoption of self-service.
Implements accurate and compliant execution of Amgen’s policies and procedures (SOX, Quota, Quarter-end management)
Optimize OTC Work – Performance Management:
Prepare and review analytics to provide visibility to the effectively of operational plans.
Develop and lead change management activities to drive implementation of critical initiatives.
Work with leaders to define success measures & metrics. Track defined metrics to measure success of program features/IT solutions, help to analyze results.
People Leadership and Culture:
Build and grow a successful GCX-OTC workforce, supporting team through encouragement and by example.
Lead, coach, and develop team leads and team members, building strong engagement, capability, and succession pipelines.
Promote Amgen Values and GCX-OTC culture, ensuring alignment with global frameworks and a positive employee experience.
Effectively manage performance, change, and stakeholder expectations in a fast-paced, global environment.
Mature OTC Capabilities – Support Development of the CX/DX roadmap:
Ensure alignment between cross-functional and cross-regional teams and supply chain 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.
Partner across the organization to develop action plans and enhancement recommendations.
Enable Amgen to continue to bring to market ground-breaking innovations that improve the customer experience using tools such as Artificial Intelligence, Cloud Solutions, and Blockchain technologies, to name a few.
What we expect of you
We are all different, yet we all use our unique contributions to serve patients. The professional we seek has these qualifications.
Basic Qualifications:
Doctorate degree and 2 years of experience OR
Master’s degree and 6 years of experience OR
Bachelor’s degree and 8 years of experience OR
Associate’s degree and 10 years of experience OR
High school diploma / GED and 12 years of experience
In addition to meeting at least one of the above requirements, you must have a minimum of 2 years experience directly managing people and/or leadership experience leading teams, projects, programs, or directing the allocation of resources. Your managerial experience may run concurrently with the required technical experience referenced above
Preferred Qualifications:
BS/MS Degree with 7+ years of experience leading a large service-oriented operations organization focused on customer success, revenue growth and sales.
5+ years of experience working with SAP Order to Cash processes, Sales Order Management, Pricing, Delivery, and Billing in a functional/project lead role.
Minimum of 3+ years being responsible for full lifecycle, end-to-end SAP Order to Cash implementations, including hands-on design and configuration experience.
Knowledge of 852/867 data, returns and channel dynamics for US market
Proven experience working in a supervisory role with the ability to collaborate with global/regional cross-functional teams.
Preferred bilingual candidate, Spanish proficiency
Must be enthusiastic, self-motivated, high-energy and a driven problem solver – especially in face of resistance or setbacks
What you can expect of us
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.
The expected annual salary range for this role in the U.S. (excluding Puerto Rico) is posted. Actual salary will vary based on several factors including but not limited to, relevant skills, experience, and qualifications.
In addition to the base salary, Amgen offers a Total Rewards Plan, based on eligibility, comprising of health and welfare plans for staff and eligible dependents, financial plans with opportunities to save towards retirement or other goals, work/life balance, and career development opportunities that may include:
A comprehensive employee benefits package, including a Retirement and Savings Plan with generous company contributions, group medical, dental and vision coverage, life and disability insurance, and flexible spending accounts
A discretionary annual bonus program, or for field sales representatives, a sales-based incentive plan
Stock-based long-term incentives
Award-winning time-off plans
Flexible work models where possible. Refer to the Work Location Type in the job posting to see if this applies.
Apply now and make a lasting impact with the Amgen team.
careers.amgen.com
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Application deadline
Amgen does not have an application deadline for this position; we will continue accepting applications until we receive a sufficient number or select a candidate for the position.
Sponsorship
Sponsorship for this role is not guaranteed.
As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.
Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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