Manager Clinical Customer Service and Logistics Vendor Management

Role Description

Let’s do this. Let’s change the world. In this vital role, you will serve as the Manager Clinical Supply Chain leading a team of Senior Associates Global Clinical Customer Service, Senior Associates Clinical Logistics Vendor Management and Senior Associates Development Supply Chain Technologies.

Reporting to the Senior Manager Development Supply Chain, you will provide people leadership and operational oversight across 3 functional teams (7staff total):

• Global Clinical Customer Service: manages shipments of investigational products to clinical sites, processes temperature excursion and addresses distribution complaints and reconciliation.
• Clinical Logistics Vendor Management team: manages the onboarding, performance and offboarding of Logistic Service Providers used for the distribution of investigational products to clinical sites.
• Development Supply Chain Technologies team: supports the functionality of ERP systems customized for the execution of clinical supply chain processes.

In close collaboration with your globally located peers, you will ensure reliable, compliant, and right-first-time process execution across the three functional areas while strengthening operational rigor, process discipline, and performance visibility.

The role is accountable for translating established clinical supply chain strategies into consistent operational execution.  You will oversee workload prioritization, performance management, risk mitigation, and continuous improvement initiatives across the teams, ensuring alignment with the global clinical supply chain priorities, regulatory requirements, and financial objectives.

Roles & Responsibilities

People Leadership & Team Development

• Lead and develop team of 7 Senior Associates across Clinical Customer Service, Logistics Vendor Management and Development Supply Chain Technologies.
• Define goals, manage performance, and support career development.
• Ensure appropriate staffing, cross-training, and succession planning.
• Foster a culture of accountability, compliance, and customer focus
• Drive adoption of new technologies and AI to increase team productivity and enhance performance

Clinical Supply Chain Execution Oversight

• Ensure efficient and compliant execution of assigned clinical supply chain processes with patient-centric mindset
• Closely coordinate issue triage and workload prioritization with global peers
• Monitor KPIs and overall team performance and drive corrective actions and learning when needed
• Provide guidance on complex operational matters.
• Ensure adherence to GMP, GDP, and regulatory requirements.

Performance & Process Management

• Ensure procedures are current, compliant and inspection-ready
• Drive root cause analysis and continuous improvement.
• Represent the team during audits and inspections.

Cross-Functional & Global Collaboration

• Partner with Global Clinical Supply Chain, Clinical Study Teams, Quality, Finance, and DTI.
• Translate global priorities into actionable local plans.

Compliance & Governance

• Ensure execution in compliance with all applicable regulatory guidelines and Amgen procedures.
• Support deviation management, change controls, risk assessments and inspection readiness.

Functional Skills

Must-Have Skills:

• Experience in clinical supply chain or pharmaceutical operations.
• Demonstrated people leadership in regulated environments.
• Understanding of GxP and clinical regulatory requirements.
• Experience with ERP systems (preferably SAP).
• Experience with leveraging process automation and AI-supported processes
• Strong communication and stakeholder management skills.
• Fluency in English, both in oral and written communication
• Strong coaching and management skills
• Strong communication, presentation and facilitation skills
• Effective influencing and leadership skills.
• Sound relationship management and organizational skills
• Results oriented, strong adherence to timelines
• Ability to handle multiple responsibilities and priorities simultaneously in a fluid environment with time pressures. 
• Initiator with analytical, problem solving and decision-making skills
• Ability to operate in a team or matrix environment

Basic Qualifications

• Bachelor’s Degree and 12+ years of supply chain, logistics, planning, or operations experience

OR

Master’s Degree and 12+ years of relevant experience

• Experience in regulated manufacturing or life sciences industry preferred.
• Experience managing people required