Senior Manager, Omnichannel Operations Lead
Senior Manager, Omnichannel Operations Lead
United States - Remote Apply NowJoin 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.
Senior Manager, Omnichannel Operations Lead
What you will do
Let’s do this. Let’s change the world. In this vital role the Senior Manager, Omnichannel Operations Lead is responsible for Prospect and Patient end-to-end ownership of the marketing technology capabilities required to deliver effective, compliant, and scalable patient and prospect engagement journeys across GCO. Acting as the bridge between business strategy and technical execution, this role ensures the Salesforce Marketing Cloud (SFMC) platform is optimized to support lifecycle marketing use cases, including onboarding, education, adherence, and re-engagement campaigns.
This role is not responsible for executing campaigns, but rather for enabling them—by ensuring platform readiness, data availability, consent alignment, and cross-functional coordination across marketing, privacy, IT, and execution partners. In addition to enabling campaigns, this role is also important for leading platform operations, including setting the standards for execution, triaging across all DTC (direct to consumer) capabilities & campaigns, and leading troubleshooting of platforms and campaigns at a strategic level.
Key Responsibilities:
Own and evolve the capability roadmap for patient/prospect engagement within SFMC, ensuring alignment with GCO marketing goals and brand strategies.
Translate journey and use case requirements into actionable platform and data needs in collaboration with IT, data teams, and execution partners.
Ensure foundational elements for journey activation are in place: audience segmentation, consent management, trigger data, personalization logic, and performance tracking.
Partner with marketing and content teams to evaluate readiness and gaps for activating new patient journeys.
Lead intake and feasibility assessments for new patient/prospect use cases; identify blockers and align resources to resolve them.
Work closely to ensure consistency in process, governance, and journey lifecycle.
Collaborate with IT, legal, privacy, and compliance teams to align on consent frameworks, data retention, and audience targeting policies.
Monitor platform usage and performance for the patient/prospect ecosystem; provide recommendations for continuous improvement.
Set execution standards through developing and enforcing guidelines to ensure consistent and effective use of Platforms across campaigns.
Lead the triage and troubleshooting for any platform / campaign issues by identifying root causes and coordinating with relevant teams to implement solutions with minimal disruption.
Facilitate cross-functional collaboration to ensure seamless integration and operation of DTC capabilities.
Drive operational excellence by ensuring platform performance and campaign execution processes are efficient, scalable and aligned with strategic objectives.
What we expect of you
We are all different, yet we all use our unique contributions to serve patients. The professional we seek is a collaborative partner with these qualifications.
Basic Qualifications:
Doctorate degree and 2 years of digital marketing operations, commercial operations, and/or information sciences.
Or
Master’s degree and 4 years of digital marketing operations, commercial operations, and/or information sciences.
Or
Bachelor’s degree and 6 years of digital marketing operations, commercial operations, and/or information sciences.
Or
Associate's degree and 10 years of digital marketing operations, commercial operations, and/or information sciences.
Or
High School Diploma / GED and 12 years of digital marketing operations, commercial operations, and/or information sciences.
Preferred Qualifications:
5+ years of experience in digital marketing operations, marketing technology, or omnichannel campaign enablement, with a track record of managing cross-functional teams, ideally in a healthcare, pharmaceutical, or regulated industry.
Deep expertise in Salesforce Marketing Cloud (SFMC), including Journey Builder, Audience Builder, Automation Studio, and Contact Builder.
Strong understanding of data architecture, consent management, and privacy compliance frameworks (e.g., HIPAA, GDPR, CCPA).
Proven experience translating marketing strategies into technical requirements and operational plans.
Demonstrated ability to lead cross-functional teams, including IT, Compliance, Data & Analytics, and Creative.
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 and make a lasting impact with the Amgen team.
careers.amgen.com
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Application deadline
Amgen does not have an application deadline for this position; we will continue accepting applications until we receive a sufficient number or select a candidate for the position.
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.
