Sr. Manager Business Performance Strategy Lead (BPSL) – US and Canada

Career Category

Job Description

HOW MIGHT YOU DEFY IMAGINATION?

If you feel like you’re part of something bigger, it’s because you are. At Amgen, our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s leading biotechnology companies. We are global collaborators who achieve together—researching, manufacturing, and delivering ever-better products that reach over 10 million patients worldwide. It’s time for a career you can be proud of.

Sr Manager Business Performance Strategy Lead (BPSL) US & Canada

Live

What you will do

Let’s do this. Let’s change the world. In this vital role you will be 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 BPSL is a key orchestrator in facilitating cross-functional collaboration to align strategies and OTC activities based on deep knowledge of market trends and customer analytics. As a strategic leader, the BPSL is determined and results-oriented and will work collaboratively 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.

Responsibilities:

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

Optimize OTC Work – Performance Management:

• Prepare and review analytics to provide access to the effectively of operational plans
• Develop and lead organizational change 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 successful GCX-OTC blended workforce, supporting team through encouragement and by example
• Connect 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 critical 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.

Win

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 leader with these qualifications.

Basic Qualifications:

Doctorate degree and 2 years of Business Performance/ Supply Chain experience

Or

Master’s degree and 6 years of Business Performance/ Supply Chain experience

Or

Bachelor’s degree and 8 years of Business Performance/ Supply Chain experience

Or

Associate’s degree and 10 years of Business Performance/ Supply Chain experience

Or

High school diploma / GED and 12