Senior Manager of Engineering, Salesforce Service Cloud

Career Category

Information Systems

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 of Engineering, Salesforce Service Cloud

What you will do

Let’s do this. Let’s change the world. In this vital role you will set the strategy, oversee implementation, and provide leadership for the Salesforce Health Cloud & Lifesciences Cloud Technical Product Team. You will work closely with the US Patient Access & Reimbursement business team to deliver innovative technology services and solutions that align with Amgen’s corporate strategies and goals for customer support services.

This position is critical to Amgen’s mission of enhancing programs like Patient Support Programs (PSPs) by advancing the use of Salesforce as the foundational platform. As a key leader, you will drive the transformation from a traditional project-based approach to a modern, product-led framework. You will act as a strategic bridge between Amgen’s Salesforce platform team and IT implementation teams, enabling adoption, alignment, and implementation of technical products and platforms to meet business needs.

Key Responsibilities will include:

• Contribute to product’s vision while advising and articulating program/project strategies on enabling technologies

• Drive the creation of application and technical design standards which leverage best practices and effectively integrate Salesforce into Amgen’s infrastructure

• Troubleshoot key product team implementation issues and demonstrate ability to drive to successful resolution.

• Review releases and roadmaps from Salesforce and evaluate the impacts to current applications, orgs, and solutions.

• Develop, mature and lead SAFe Agile Product teams that deliver operational excellence measured by Business (Patient Access) and DTI (SAFe) KPIs

• Consistent org-wide (USBO DTI) leadership engagement as needed to drive DTI growth and maturity priorities. Ad hoc assignments will extend across GCO DTI

• Product Management for multiple Salesforce Product Team squads of 5-11 members each

• Customer-facing to Executive Directors in the US Patient Access function and their respective leadership teams

• Benchmark Product and related Portfolio capabilities with external technology scanning and thought leader/SME engagement, and provide key inputs to Product teams

• Partner with cross-functional DTI Engineering Teams to drive continuous innovation and fail-fast experimentation with Generative/Predictive AI, advanced Machine Learning, and automation capabilities

• Manage TCO and budgets in line with Business and Finance’s operating expense guidelines

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The management professional we seek will have with these qualifications.

Qualifications:

Doctorate degree and 2 years of Information Systems experience

Or

Master’s degree and 4 years of Information Systems experience

Or

Bachelor’s degree and 6 years of Information Systems experience

Or

Associate’s degree and 10 years of Information Systems experience

Or

High school diploma / GED and 12 years of Information Systems experience

Preferred Qualifications:

• Experience in leading technical Feature and DevOps teams in enterprise-class CRM system used for executing patient support programs.

• Good communication skills to work across and up the organization to influence, negotiate, and handle partner concerns across disparate sets of cross-functional partners

• Demonstrable interpersonal and conflict management experience in securing alignment across partners