Program Operations Associate

Job description

This role provides operational, systems, reporting, and analytics support across the SPaCEE ecosystem, with a focused partnership on Speaker Program & Congress Operations. It ensures data integrity, supports platform functionality, and builds insights and reporting that enable visibility into engagement, performance, and operational efficiency. The position plays a key role in day-to-day execution while helping shape future analytical capabilities.

Responsibilities of this position will include:

Field Support & Escalation Leadership

• Serve as the primary point of contact for SPaCEE system support and business teams.
• Resolve technology and service-delivery issues across data platforms and associated systems.
• Maintain the SharePoint escalation hub and ensure timely communication with cross-functional partners.
• Provide direct support for Centris platform issues, troubleshooting, and inquiry response.

Systems, Data Integrity & Change Management

• Lead Centris change management cycles, including vendor coordination, testing, validation, and documentation.
• Manage quarterly realignments, new product onboarding, and field-force restructuring activities.
• Conduct Quarterly User Access Reviews for field, vendor, and home-office roles.
• Ensure stable data feeds between connected systems and oversee semester checks for accuracy.
• Support platform maintenance releases, upgrades, and cross-system dependency assessments.

Reporting, Data, and Analytics

• Develop and maintain dashboards, scorecards, and automated reports (Tableau, Power BI, Salesforce/Centris).Ensure accuracy and integrity of program data across all systems and vendors.
• Build and automate reporting for routine, ad hoc, and executive-level needs to support operational and strategic decision-making
• Analyze program data to identify trends, efficiency gains, and opportunities for optimization.
• Deliver action-oriented insights and recommendations during quarterly and annual business reviews.

Congress & Speaker Program Integration (ROE/ROS, Customer Journey)

• Lead the development of the Congress Performance Dashboard measuring ROE (Return on Engagement) and ROS (Return on Spend).
• Automate follow-up call tracking for HCPs and prescribers attending Speaker Programs.
• Deliver unified reach, engagement, and conversion metrics across Speaker Programs and Congresses to inform future strategy and brand planning.

Process Optimization & Documentation

• Maintain and improve process documentation, workflows, and SOP alignment.
• Partner with IS, Commercial, and vendor teams to implement enhancements, streamline data interfaces, and drive continuous improvement.
• Build and maintain automated reports and insights packages that support greater operational efficiency.

Basic Qualifications

• Bachelor's degree & 4 years of directly related experience OR
• Associate’s degree & 6 years of directly related experience OR
• High school diploma / GED & 8 years of directly related experience

Preferred Qualifications

• Bachelor’s degree and 4  in Marketing Operations, Sales Operations, Project Management, Marketing, Pharmaceutical/ Biotechnology Industry OR
• Experience with managing relationships with key stakeholders
• Experience managing competing demands and priorities
• Strong time management, organization, and prioritization skills
• Strong problem-solving skills
• Strong written and verbal communication skills
• Exceptional attention to detail with the ability to multi-task
• Ability to work well in teams and interact effectively with various levels of management
• Willingness to be flexible to meet team goals and priorities
• Strong computer and database skills with Microsoft Word, PowerPoint, Excel, Outlook, and Teams
• Experience with databases and business analysis tools (e.g., Sales Force, Tableau, Power BI, SharePoint, Learning Management Systems) a plus

Competencies

• Be Ethical - Encourages others to stay open to, seek, and learn from diverse perspectives.
• Create Value for Patience, Staff, and Stockholders - Is dedicated to meeting the expectations and requirements of internal and external stakeholders.
• Work in Teams - Ensures that the team’s plans and priorities are aligned and coordinated across different areas of the organization.
• Collaborate, Communicate, and Be Accountable - Holds self and team accountable for outcomes (e.g., achieving goals and complying with policies and procedures).
• Shapes Amgen’s Future - Considers future possibilities and scenarios that may affect the team/organization.
• Develops the Best Teams - Ensures that all team members are motivated to work toward common goals.
• Delivers Results - Addresses risks and contingencies as part of the planning process.