Senior Marketing Manager, IBU Call Center Operations - US Remote

Career Category

Sales & Marketing Operations

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.

Senior Marketing Manager, IBU Call Center Operations

Live

What you will do
Let’s do this. Let’s change the world. In this vital role the Senior Manager at Amgen oversees the team that works to ensure patients can access the company's products. They work with various stakeholders to strategize and implement patient access and reimbursement initiatives. The Senior Marketing Manager of IBU Call Center Operations is responsible for the strategy, budget, and operational oversight of call center teams and operations shared services in support of Amgen pharmacy benefit products

Responsibilities:

• Provide leadership to Operations team members in support of day to day operations of call center vendors to ensure high quality performance and adherence to contractual requirements 

• Identify customer, access and program performance trends while following through to resolve issues and elevate performance

• Lead technology and shared services product integrations such as Telephony, IVR, skill-based routing, AI call routing

• Drive vendor accountability to KPIs throughout term of contracts and focus on continuous process improvement

• Collaborate with Hub, Copay, FRS, and eService leaders and vendors (via regular meetings, reports, and other communications) in establishing processes for cross-collaboration in support service offerings 

• Manage all aspects of PSP requirements, including management of PSP documentation, vendor trainings, safety reporting and PSP reconciliations

• Manage MAC materials for call center, including call guides and training materials

• Provide ownership of budget adherence and reconcile invoices to annual budget and identify trends impacting spend

• Ensure performance according to established business rules

• Lead the implementation of new services, program enhancements and operational efficiencies. 

• Conduct regularly scheduled vendor site visits as needed 

Win

What we expect of you

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

Basic Qualifications:

Doctorate degree and 2 years of Marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization

OR

Master’s degree and 4 years of Marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization

OR

Bachelor’s degree and 6 years of Marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization

OR

Associate’s Degree and 10 years of Marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization

OR

High school diploma / GED and 12 years of Marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization

Preferred Qualifications:

• Knowledge of the US access and payer environments, coverage, and reimbursement, and/or patient support service landscape

• 5+ years marketing, sales, or patient access experience in the pharmaceutical, biotechnology or healthcare space

• Experience developing, completing, and measuring campaigns for specialty products

• Ability to spearhead work groups, take initiative, build alignment, inform, negotiate, and collaborate with internal and external cross-functional partners

• Strong analytical skills and the ability to think strategically and problem solve

• Strong project management skills and experience leading multiple vendors and agency partners

• Strong background driving complex projects from inception thru completion on time and within budget

Thrive

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for our teammates’ professional and personal growth