Job Information
Amgen Senior Manager, Global Customer Experience Business Product Management in Washington D.C., District Of Columbia
Join 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. 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, Global Customer Experience Business Product Management
What you will do
Let’s do this! Let’s change the world!
The Sr. Manager will lead the Business Product Management vertical within the Global Customer and Digital Experience Capability Center, part of the Global Customer Experience & Order-to-Cash (GCX-OTC) organization. This role is pivotal in promoting continuous innovations and product development & delivery to enhance customer and employee experiences, ensuring each interaction is impactful and engaging.
The Sr. Manager is accountable for the overall success of the OTC product portfolio, whether achieving commercial objectives or enhancing customer and employee satisfaction and organizational efficiency. This position ensures the success of OTC digital products, managing them from the initial concept to their eventual sunset.
Furthermore, the Sr. Manager will collaborate cross-functionally and lead within a matrix organization (comprising direct reports and peers). This role serves as an expert in the product’s customers and their evolving requirements, using data to identify unmet needs and address challenges with new or improved digital solutions.
Key Accountabilities
Own OTC product / technology vision, strategy, and capability maturation including ERP, RPA, EDI, Innovations/AI/GenAI, and CRM to ensure Amgen is future ready and competitive in reliability, efficiency, agility, and differentiation
Develop, deliver, and evolve the digital product roadmaps for the applications and platforms to improve operational efficiency and experiences for customers and employees
Transform OTC product / technology landscape through market opportunity identification, new or enhanced product definition, product strategy, planning and delivery, and growth management
Key Responsibilities
Develop overall OTC product strategy and roadmap through clear end-states and anticipated business value (e.g. cost, speed, quality, and customer experience) in the near, medium, and long term against desired business outcomes
Analyze markets, identify customer needs, and evaluate the competitive landscape to access innovations and articulate high-potential opportunities in OTC product capabilities
Identify OTC product opportunities, prioritize, test and scale SAP/EDI/RPA/Innovations/CRM capabilities meeting pre-defined end states to aggressively advance Amgen digital agenda
Articulate the vision and establish the product strategy and roadmap outlining how a product offering aligns to business strategy and fulfills customer needs, and create business case for investment decisions
Drive product engagement and satisfaction throughout its lifecycle – product design, build, adoption, growth, enhancement, and eventual sunset
Lead, motivate, and manage a team of digital strategist and execution experts to continually refine and implement the OTC product strategy, conduct pilots and scale
Develop a hard-working team and constantly optimize activity drivers, collaboration models (e.g. RACI), and ways of working
Collaborate with cross-functional partners including IS, Customer Experience regional hubs, Commercial, Quality, Regulatory in strategy development, use case identification, pilots, and solution industrialization
Serve as a key advisor to Amgen Operations and Supply Chain customers on OTC product, technology, system/platform and digital experience management
What we expect of you
We are all different, yet we all use our unique contributions to serve patients. The dynamic professional we seek is an individual with 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 AND
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 or resources. Your managerial experience may run concurrently with the required technical experience referenced above.
Preferred Qualifications:
MBA with 3+ years of strategy, management or technology consulting experience
Strong problem-solving skills, critical thinking, analytical skills, and financial foresight
2+ years of experience in a supervisory role with the ability to direct and collaborate with cross-functional and cross-regional teams
Experience in leading an operations organization focused on customer success and revenue growth
Experience in working with SAP Order to Cash processes, Sales Order Management, Pricing, Delivery, and Billing in a functional/project lead role
Experience in working with CRM platforms involving customer interaction and insights
Ability to set and continuously refine goals and directions in an ambiguity environment
Understanding of E2E supply chain business processes and common framework
Effective communication to audience across various levels
Ability to operate independently, take ownership and be accountable for effectively prioritizing team's workload and delivering high-quality work output
Ability to apply decision making model and make risk appropriate decisions
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, including remote and hybrid work arrangements, where possible
Apply now
for a career that defies imagination
Objects in your future are closer than they appear. Join us.
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.
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.