Associate Director Business Performance & Customer Insights Strategy (BPCI) – Americas

Join Amgen’s Mission of Serving Patients

At Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do.

Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.

Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

Associate Director Business Performance & Customer Insights Strategy (BPCI) – Americas

What you will do

Let’s do this! Let’s change the world! We are seeking someone with a demonstrated history of successful vendor/account/customer relations, using customer insight and data to identify and prioritize opportunities and with a track record of managing and developing talents. Flexibility and the ability to prioritize in a changing business environment will be a key to success. Our team culture is goal-oriented, collaborative, and driven to achieve results. We seek an individual who is motivated by a fast-paced and highly entrepreneurial environment.

The Associate Director Business Performance & Customer Insights Strategy provides oversight and management for data and analytics across all channel customers to ensure Commercial Business Units (BUs), Finance, and Supply Chain have appropriate insights to accelerate data-driven decision making. The AD BPCI is responsible for supporting and leading continuous improvement and operational excellence efforts to build and improve scalable business processes.

The BPCI is 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 BPCI is a key orchestrator in facilitating multi-functional collaboration to align strategies and OTC activities based on deep knowledge of market trends and customer analytics. As a strategic leader, the BPCI is solution-driven and results-oriented and will work multi-functionally 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.

The objective of this role is to demonstrate leadership that is customer/digital centric and driven to create a culture of service excellence that results in differentiated experiences and meaningful engagements with customers and patients interacting with Amgen’s order-to-cash processes and supporting systems.

Responsibilities

Deliver actionable business insights – synthesizing insights to guide / drive business decisions and strategies

• Using third-party vendors to deliver high quality, actionable business insights that support data-informed decisions; sometimes playing a consultative and integrating role for locally-led projects

• Lead and manage team responsible for analytics, insights, and order to cash activities.

• Assess Trade channel strategy effectiveness by analyzing metric data (e.g., KPIs) to drive performance and identify improvement opportunities

• Effectively collaborate with multiple key partners across the various business units to define strategies and processes that scale across current and future Trade channel growth

• Deliver informative analytics quantifying Trade channel strategy effectiveness to commercial, finance and supply chain leadership

• Collaborate with Forecasting teams to ensure impact of Trade Channel related events and initiatives are accurately dialed in the forecast

• Monitor trade partner & specialty pharmacy programs and trends, collaborate with Market Access, Marketing and Sales to recommend management strategies to drive patient compliance and adherence

• Partner with and act as point of contact with BUs to develop, implement and track pivotal initiatives that improve upon the current business

• Create, implement and track initiatives across the Trade organization that help inform and align business towards effective channel impact, fostering an environment of tracking value across Trade business

• Objective when presenting insights and guiding decision-making; create influential presentation skills by pairing sound analytics with storytelling

• Provide regular reports and data-driven recommendations to improve customer experience

Run the Business - Oversee the execution 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 proactively 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 execution of Amgen’s policies and procedures (SOX, Quota, Quarter-end management)

Optimize OTC Work – Performance Management:

• Provide Customer Relations Management (CRM) analytics and reporting

• Develop and lead change management 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 hard-working GCX-OTC blended workforce, supporting team through encouragement and by example

• Communicate 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 strategic 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.

What we expect of you

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

Basic Qualifications:

• Doctorate degree and 3 years of experience OR

• Master’s degree and 7 years of experience OR

• Bachelor’s degree and 9 years of experience OR

• Associate’s degree and 12 years of experience OR

• High school diploma / GED and 14 years of experience

In addition to meeting at least one of the above requirements, you must have a minimum of 3 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

Additional Qualifications in the following areas:

• Leadership: Ability to drive process standardization and simplification, by making optimal use of system controls and available technical solutions. Demonstrated ability to manage both direct reports and global cross-functional teams through the use of strong situational leadership skills.

• Accountability and Autonomy: Ability to operate independently, take ownership and be accountable for effectively prioritizing team's workload and deliver high-quality work output.

• Problem Solving & Decision Making: Ability to tackle complex and ambiguous problems, provide clarity of thought, and deliver results. Able to apply DAI model and make risk appropriate decisions and escalate when necessary, in a timely manner

• Teamwork: Builds strong relationships across the network and effectively motivate/influence a diverse set of cross functional and cross-regional team members.

• Analytical and Financial: Strong, robust business analysis skills and financial foresight

• Communication: Ability to distill complex information and tailor communication in a concise, logical, audience-appropriate manner.

• Technical Expertise: Possess a sound knowledge of integrated global ERP & Customer Relationship Management (CRM) systems. A demonstrated history of working closely with a variety of business and IT groups to design and implement large, complex processes for a global, multi-national manufacturing corporation.

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.

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.

In addition to the base salary, Amgen offers a Total Rewards Plan, based on eligibility, comprising of 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 that may include:

• A 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

• Flexible work models, including remote and hybrid work arrangements, where possible

Apply now

for a career that defies imagination

Objects in your future are closer than they appear. Join us.

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Application deadline

Amgen anticipates accepting applications until February 25, 2025; however, we may continue accepting applications beyond this date if we do not receive a sufficient number of candidates.

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 and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.

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, disability status, or any other basis protected by applicable law.

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.