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Amgen Senior Manager Global Customer Experience and Digital Strategy (Americas Region) in Los Angeles, California

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.

Senior Manager Global Customer Experience and Digital Strategy (Americas Region)

Live

What you will do

Let’s do this. Let’s change the world. In this dynamic role you will be responsible to create and manage the strategy, planning and execution of the organization’s overall customer experience goals to ensure all channels and each touchpoint of the customer journey is effective and engaging. You will partner with key collaborators across the Americas Business Customers to drive faster adoption, greater utilization, higher proficiency, and simplification efforts across the region’s transformation initiatives. Responsibilities include:

  • Direct and oversee the Customer Success Business Performance function

  • Ensures robust omni-channel customer service, order fulfillment, and invoicing services performed for authorized trading partners and direct customers

  • Ensures pulse on customer is maintained and that evolving needs are monitored by building strong relationships with customers cultivated by gathering feedback in real-time

  • Effectively partners with cross-functional collaborators to ensure supply and robust customer/patient experience and access (Marketing, Trade Dev, Planning, Distribution, Finance, Treasury, Brand Protection, Legal, Gov’t Affairs, Med Affairs)

  • Leads the implementation of customer journey maps to enable collective feedback from customer to derive significant insights for improvements

  • Analyzes customer feedback and suggest improvements internally based on the insights gathered – ensures metrics are effectively measured to gauge CX performance parameters

  • Mobilizes Ops to support new product launches, LCM activities, and projects

  • Ensures staff are adequately trained to supervise and complete daily responsibilities; business continuity plans are in place

  • Ensures processes are well documented and technical issues properly tracked, as well as customer compliments and complaints.

  • Supports Operations financial plans and budgets; drives YoY productivity / performance improvement through continuous improvement programs and projects

  • Ensures accurate and compliant execution of Amgen’s policies and procedures (SOX, Quota, Quarter-end management)

  • Contributes to global vision and helps guide strategic business initiatives to improve and address complex challenges such as Service Cloud and e-Commerce CRM implementation to keep up product and business changes; supports 3-5yr roadmap to deliver key capabilities (business processes, organizational design, technologies)

  • Owns & manages customer journey and segmentation framework, ensuring continuous improvement of the global customer service function.

  • Define segmentation of customer base and varying strategies

  • Tracks, analyzes, and processes monthly and quarterly performance and productivity metrics.

  • Supervises the Team that processes orders, invoices and returns accurately and compliantly for the Market.

  • Focused on continuous improvement opportunities across the OTC process areas and supporting systems/tools

  • Functions as the supply chain OTC authority for product launches and line extensions.

  • Work with leaders to define success measures & metrics. Track defined metrics to measure success of program features/IT solutions, help to analyze results and partner across the organization to develop action plans and enhancement recommendations

  • Stay informed on developing trends and continually evolve the way we work by adopting digital and technology solutions that will improve our reliability, efficiency, agility, and resiliency.

  • 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.

  • Provide deep change management expertise employing a well-rounded and strategic view of transformation change management for the Digital organization. Partner with Strategy, Change, Culture and key initiative leaders to align and connect messaging to enable agility and delivery of value to customers and collaborators.

Win

What we expect of you

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

Basic Qualifications:

  • Doctorate degree and 2 years of Customer Exp. experience. OR

  • Master's degree and 6 years of Customer Exp. experience OR

  • Bachelor's degree and 8 years of Customer Exp. experience OR

  • Associate's degree and 10 years of Customer Exp. experience OR

  • HSD/GED and 12 years of Customer Exp. experience AND

  • 2 years of managerial experience directly managing people and/or leadership experience leading teams, projects, programs or directing the allocation of resources.

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.

  • Vast opportunities to learn and move up and across our global organization

  • Diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table and act

  • Generous Total Rewards Plan comprising health, finance and wealth, work/life balance, and career benefits

Apply now

for a career that defies imagination

In our quest to serve patients above all else, Amgen is the first to imagine, and the last to doubt. Join us.

careers.amgen.com

Join Us

If you're seeking a career where you can truly make a difference in the lives of others, a career where you can work at the absolute forefront of biotechnology with the top minds in the field, you'll find it at Amgen.

Amgen, a biotechnology pioneer, discovers, develops and delivers innovative human therapeutics. Our medicines have helped millions of patients in the fight against cancer, kidney disease, rheumatoid arthritis and other serious illnesses.

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 but compete intensely to win. Together, we live the Amgen values as we continue advancing science to serve patients.

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, 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.

Amgen requires all staff in the United States, Puerto Rico and Canada to be vaccinated from COVID 19 as a condition of employment. In accordance with applicable law, Amgen will provide reasonable accommodations to staff members who qualify on the basis of a medical reason or a sincerely held religious belief, practice, or observance. Such accommodation may not pose an undue hardship to Amgen, its operations, or its staff.

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