HOW MIGHT YOU DEFY IMAGINATION?

If you feel like you’re part of something bigger, it’s because you are. At Amgen, our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s leading biotechnology companies. We are global collaborators who achieve together—researching, manufacturing, and delivering ever-better products that reach over 10 million patients worldwide. It’s time for a career you can be proud of.

Sr Manager Business Performance Strategy Lead (BPSL) US & Canada

Live

What you will do

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 and order-to-cash (CX-OTC) activities per aligned market / customer needs and business objectives. In this role, the BPSL 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 BPSL is determined and results-oriented and will work collaboratively across the enterprise (e.g. GDOps, Regional Supply Chain, DTI, Quality & Compliance, Planning, Distribution, Commercial, Finance, Data Sciences) to evaluate vendor/supplier solutions, design, build, and implement technology/process improvements to advance CX-OTC services and overall customer experience in the market.

Responsibilities:

Run the Business - Oversee the follow through of the order-to-cash process:

• Communicate strategic priorities and assist in diagnosing and solving tactical problems that limit desired business outcomes.

• Review transactional backlogs, risk and issue areas, and plan mitigation.

• 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.

• Enforces accurate and compliant follow through of Amgen’s policies and procedures (SOX, Quota, Quarter-end management)

Optimize OTC Work – Performance Management:

• 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/IT solutions, help to analyze results

Enable People – Develop talent and mature GCX-OTC organization design:

• Build and grow a successful GCX-OTC blended workforce, supporting team through encouragement and by example

• Connect with and influence key collaborators and senior leadership regarding matters of significant importance like Employee and Customer Experience, prioritization and risk/issue management

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 enhance the customer experience using tools such as Artificial Intelligence, Cloud Solutions, and Blockchain technologies, to name a few.

Win

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The professional we seek is a leader with these qualifications.

Basic Qualifications:

Doctorate degree and 2 years of Business Performance/ Supply Chain experience

Or

Master’s degree and 6 years of Business Performance/ Supply Chain experience

Or

Bachelor’s degree and 8 years of Business Performance/ Supply Chain experience

Or

Associate’s degree and 10 years of Business Performance/ Supply Chain experience

Or

High school diploma / GED and 12 years of Business Performance/ Supply Chain 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 or resources. Your managerial experience may run concurrently with the required technical experience referenced above

Preferred Qualifications:

• BS/MS Degree with 8+ 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 overseeing full lifecycle, end-to-end SAP Order to Cash implementations, including hands-on design and configuration experience.

• At least 2 years’ BPO industry experience working 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

Thrive

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for our teammates’ professional and personal growth and well-being.

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.

Amgen offers a Total Rewards Plan comprising 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 including:

• 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 and bi-annual company-wide shutdowns

• Flexible work models, including remote 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

Application deadline

Internal only posting (or Pre-ID candidate):

Amgen anticipates accepting applications until 9/2/24 however, we may continue accepting applications beyond this date if we do not receive a sufficient number of candidates.

Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

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.