Manager, Field Medical Excellence Operations

About Us: Amgen harnesses the best of biology and technology to fight the world’s toughest diseases, and make people’s lives easier, fuller and longer. We discover, develop, manufacture and deliver innovative medicines to help millions of patients. Amgen helped establish the biotechnology industry more than 40 years ago and remains on the cutting-edge of innovation, using technology and human genetic data to push beyond what’s known today.

Role Description:

The Field Medical Excellence Operations Manager plays a critical role in providing operational support, systems management, and data-driven insight generation to advance the effectiveness of Amgen’s Field Medical teams. The role focuses on ensuring excellence in CRM platform operations, training delivery, system enhancements, analytics generation, and process continuity across global teams.

Reporting to the Senior Manager, Field Medical Excellence Operations at AIN, this position supports daily operations, system optimization, and user experience. The ideal candidate demonstrates technical depth, a continuous improvement mindset, stakeholder engagement capabilities, and a high commitment to quality and compliance.

Roles and Responsibilities:

• Provide routine support for Field Medical systems and operations, including issue resolution and end-user guidance.
• Automate recurring tasks by identifying opportunities, developing and maintaining solutions, and ensuring efficiency, reliability, and compliance with organizational standards.
• Execute CRM platform operations: data integration, Global user support, configuration, access control, and release management.
• Lead enhancement initiatives and platform upgrades, including impact assessment of system dependencies.
• Develop and update training materials (FAQs, manuals, quick reference guides, video tutorials).
• Maintain compliance with SOPs and documentation requirements including system architecture and data flows.
• Collaborate with IS teams on access management and user role assignments.
• Design, develop, and optimize SQL queries and reporting outputs; validate data accuracy.
• Support internal and external country specific audits with accurate data with regulatory standards and company policies.
• Conduct UAT support for dashboards and CRM enhancements.
• Drive KTLO (Keep the Lights On) activities to ensure continuity and stability of systems and reporting tools.
• Collaborate with cross-functional teams (e.g. Medical Data and Analytics, training, and IS partners) on platform continuity and updates.
• Perform data quality audits, including deduplication of CRM records and maintenance of lists of values (LOVs).
• Create operational dashboards and generate business insights through data visualization tools (e.g., Tableau, Smartsheet).
• Manage ad hoc stakeholder requests and operational reporting.
• Support mentoring of junior team members and provide oversight for assigned capability activities.

Basic Qualifications and Experiences:

Advanced scientific degree:

• Master’s degree & 4 years of directly related industry experience OR 
• Bachelor’s degree & 6 years of directly related industry experience OR
• Associates degree & 8 years of directly related industry experience

Functional Skills:

Preferred Qualifications:

• Working knowledge of CRM platforms (e.g., Veeva CRM, Salesforce)

•  Experience with SQL and relational databases; strong data interpretation skills
• Proficiency in Microsoft Excel (data analysis, reporting, automation) and PowerPoint (presentation development and storytelling)
• Knowledge of system documentation, lifecycle management, and compliance processes
•  Technical writing and training development capabilities
• Familiarity with analytics platforms (e.g., Tableau, Smartsheet, SharePoint)
• Experience with quality control, UAT practices, and system performance testing
• Effective cross-functional communication skills
• Understanding of medical systems operations (MSO) and stakeholder needs
• Ability to oversee platform KPIs and field medical technology metrics
• Demonstrated team leadership and resource mentoring

Competencies:

• Project Execution & Ownership: Demonstrates accountability in owning deliverables and meeting objectives across operational systems and data-related initiatives.
• Technical Proficiency: Applies knowledge of CRM systems, SQL/data structures, and analytics tools to solve business problems and support systems integrity.
• Operational Thinking: Applies understanding of workflows, system dependencies, and process interconnectivity to drive consistency and compliance.
• Communication Skills: Communicates effectively across teams and technical/non-technical audiences, both in writing and verbally.
• Cross-functional Collaboration: Builds productive relationships across functions including Medical Affairs, IS, and analytics stakeholders.
• Continuous Improvement Mindset: Identifies inefficiencies and proactively recommends or implements process and system enhancements.
• Customer Focus: Understands user needs and delivers support, training, and tools that improve user experience and engagement.
• Team Support & Mentorship: Supports peers and junior staff by sharing knowledge, leading by example, and offering guidance.

Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

We will ensure that individuals with disabilities are provided with 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 an accommodation.