Business Performance Senior Manager

Lets do this. Lets 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 Amgens 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
• Masters degree and 8 to 10 years of Business Performance or Quality experience OR
• Bachelors 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