Senior Manager – Content Operations Lead

Job Description: Content Operations Lead

Location: Hyderabad, India

Department: Global Customer Capabilities – Global Content Production

Our Global Content Production group the mission to empower Amgen brands with a centralized, technology-driven Content Production capability. 

About the role:

As a Senior Manager in our Content Production group, you will lead and oversee a cross-functional team of Content Operation Managers focused on delivering high-quality, cost-efficient, and flexible support—streamlining the path from content creative to deployment while ensuring vendor convenience and brand consistency across the enterprise.

This high-impact role is central to shaping our digital content strategy, enhancing operational efficiency, and delivering seamless, scalable, and compliant content experiences.

Key Responsibilities:

Team Leadership and Capability continuous improvement 

• Lead, manage, and mentor a team of content project managers and operations specialists, fostering a high-performing and collaborative culture.

• Oversee day-to-day operations including sprint planning, resource management, and vendor coordination.

• Manage escalations and resolve technical or procedural challenges with production vendors, conducting root-cause analyses and implementing corrective actions.

• Capability continuous improvement:  improve processes, platforms, and best practices related to content production.

• Define team goals, establish KPIs, and conduct regular performance evaluations, coaching, and professional development planning for the team. 

• Oversee resource allocation, workload balancing, and recruitment efforts to support evolving business needs.

Cross-Functional Collaboration

• Collaborate closely with Cross-Channel Engagement Leads, Global Customer Capabilities (GCC), and Technology stakeholders on initiatives impacting content production processes and operations, such as key-message tagging, job intake platform adoption, and complex project scoping.

• Partner effectively with Regulatory, Brand, Campaign Operations, and Technology teams, actively driving client satisfaction and capability enhancements.

• Client Satisfaction, Quality Assurance & Stakeholder Communication

• Coordinate creative milestones in the job intake platform, including sponsor kick-offs, sharing estimates, scheduling reviews, quality assurance of layouts, and distribution of final assets to stakeholders (Brand, WSO, DTI, Campaign Operations).

• Liaise with creative teams and keep the Amgen Web PMO informed on project timelines and creative statuses.

• Enhance client satisfaction by proactively identifying issues, escalating urgent needs, and communicating key insights and opportunities to GSC Operations leadership.

Qualifications & Skills:

Skills:

• Demonstrated experience managing complex, multi-stakeholder projects with effective risk mitigation and timely execution.

• Strong customer-service orientation, proactive leadership and forward-thinking mindset. 

• Proficient in  Content Production and Customer experience technologies (e.g., Service Catalog, Veeva, Adobe CMS, Workfront, SMFC).

• Proven ability to lead diverse content production vendors, agencies, and stakeholders.

• Analytical mindset with strong problem-solving skills; experienced in root-cause analysis and corrective action planning.

• Collaborative team player with the ability to influence cross-functional partners in a matrixed organization.

Basic Qualifications:

• Overall 12+ years of experience is required.

• Master's degree OR Bachelor’s degree in Business, Life Sciences, Marketing, Communications, or related field with 5+ years of project management or client-facing experience, preferably in pharmaceutical marketing agency services or global content production operations.

• Advanced project management and organizational abilities.

• Technical knowledge of content creation processes and operations

• Excellent oral and written communication skills.

• Preferred Experience:

• Experience in the pharmaceutical or healthcare sector.

• Familiarity or expertise with Adobe Experience Cloud tools, including Adobe Assets, Sites, Creative Suite, Content Analytics, and Workfront.