Senior Manager, Global Customer Experience Business Product Management

Career Category

Job Description

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.

Senior Manager, Global Customer Experience Business Product Management

What you will do

Let’s do this! Let’s change the world!

The Sr. Manager will lead the Business Product Management vertical within the Global Customer and Digital Experience Capability Center, part of the Global Customer Experience & Order-to-Cash (GCX-OTC) organization. This role is pivotal in promoting continuous innovations and product development & delivery to enhance customer and employee experiences, ensuring each interaction is impactful and engaging.

The Sr. Manager is accountable for the overall success of the OTC product portfolio, whether achieving commercial objectives or enhancing customer and employee satisfaction and organizational efficiency. This position ensures the success of OTC digital products, managing them from the initial concept to their eventual sunset.

Furthermore, the Sr. Manager will collaborate cross-functionally and lead within a matrix organization (comprising direct reports and peers). This role serves as an expert in the product’s customers and their evolving requirements, using data to identify unmet needs and address challenges with new or improved digital solutions.

Key Accountabilities

• Own OTC product / technology vision, strategy, and capability maturation including ERP, RPA, EDI, Innovations/AI/GenAI, and CRM to ensure Amgen is future ready and competitive in reliability, efficiency, agility, and differentiation

• Develop, deliver, and evolve the digital product roadmaps for the applications and platforms to improve operational efficiency and experiences for customers and employees

• Transform OTC product / technology landscape through market opportunity identification, new or enhanced product definition, product strategy, planning and delivery, and growth management

Key Responsibilities

• Develop overall OTC product strategy and roadmap through clear end-states and anticipated business value (e.g. cost, speed, quality, and customer experience) in the near, medium, and long term against desired business outcomes

• Analyze markets, identify customer needs, and evaluate the competitive landscape to access innovations and articulate high-potential opportunities in OTC product capabilities

• Identify OTC product opportunities, prioritize, test and scale SAP/EDI/RPA/Innovations/CRM capabilities meeting pre-defined end states to aggressively advance Amgen digital agenda

• Articulate the vision and establish the product strategy and roadmap outlining how a product offering aligns to business strategy and fulfills customer needs, and create business case for investment decisions

• Drive product engagement and satisfaction throughout its lifecycle – product design, build, adoption, growth, enhancement, and eventual sunset

• Lead, motivate, and manage a team of digital strategist and execution experts to continually refine and implement the OTC product strategy, conduct pilots and scale

• Develop a hard-working team and constantly optimize activity drivers, collaboration models (e.g. RACI), and ways of working

• Collaborate with cross-functional partners including IS, Customer Experience regional hubs, Commercial, Quality, Regulatory in strategy development, use case identification, pilots, and solution industrialization

• Serve as a key advisor to Amgen Operations and Supply Chain customers on OTC product, technology, system/platform and digital experience management

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: