Executive Director, Patient Support Operations

At Amgen if you feel like youre part of something bigger its because you are. Our shared missionto serve patients living with serious illnessesdrives all that we do. Since 1980 weve helped pioneer the world of biotech in our fight against the worlds toughest diseases. With our focus on four therapeutic areas Oncology Inflammation General Medicine and Rare Disease we reach millions of patients each year. Amgen is advancing a broad and deep pipeline of medicines to treat cancer heart disease inflammatory conditions rare diseases and obesity-related conditions. As a member of the Amgen team youll 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 youll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

Lets do this. Lets change the this vital role the Executive Director will set the strategy and direction for Patient Support Operations within Patient Access & Reimbursement (PAR). The role will lead the contact center experience for patients and healthcare professionals (HCPs) advancing the people processes technology automation and AI capabilities that help customers get the support they need. Reporting to the Associate Vice President of PAR the Executive Director will lead the teams and partners responsible for patient and HCP contact center activities across the portfolio. This leader will establish a high-performing scalable operating model that delivers consistent empathetic service while improving access efficiency quality and customer experience. The Executive Director will work closely with PAR capability leaders brand teams Business Technology Analytics and external partners to turn customer needs and operational insights into clear priorities and measurable improvements.

Key Responsibilities:

• Establish the vision strategy and operating model for Patient Support Operations aligning contact center services with PARs enterprise priorities and the needs of patients caregivers and HCPs.
• Lead patient and HCP contact center activities across the portfolio ensuring a consistent responsive and customer-centered experience across channels.
• Set the automation and AI strategy for contact center operations identifying opportunities to simplify service expand self-service improve routing and agent support and resolve customer needs more effectively.
• Ensure AI and automation solutions are designed around customer needs integrated with PAR capabilities and technology platforms and supported by appropriate oversight quality controls and performance measures.
• Lead operational planning and performance management including service levels access quality customer experience productivity capacity and cost.
• Establish clear performance goals and operating reviews; use customer feedback contact drivers call analytics and operational data to identify issues and guide improvement.
• Develop workforce and capacity strategies that align staffing skills training and scheduling with customer demand and portfolio needs.
• Build a strong quality training and continuous improvement model that equips teams to resolve customer needs accurately consistently and with empathy.
• Partner with Patient Experience leaders Field Capabilities Patient Engagement & Affordability Business Technology Analytics and brand teams to align contact center services with patient and HCP journeys.
• Oversee contact center technology and process roadmaps with Business Technology and other partners translating operational needs into scalable capabilities and ensuring effective implementation and adoption.
• Lead vendor and partner relationships establishing clear expectations performance measures governance and accountability for service delivery and improvement.
• Ensure operations follow applicable policies privacy requirements and compliance standards with effective controls and escalation processes.
• Represent Patient Support Operations in PAR leadership discussions and cross-functional forums; communicate performance risks investment needs and recommendations clearly.
• Lead coach and develop a high-performing leadership team; build a culture of accountability collaboration innovation and continuous improvement.

What we expect of you

We are all different yet we all use our unique contributions to serve patients. We are all different yet we all use our unique contributions to serve patients. The Executive Director of Patient Support Operations we seek is an experienced customer-centered operations leader who can set a clear strategic direction and deliver results at scale. This leader understands how people process technology automation and AI work together to improve the support experience for patients and HCPs. They can translate operational and customer insights into practical improvements build strong partnerships across a matrixed organization and lead teams through change while keeping service quality and customer needs at the center.

The candidate we seek is an experienced leader with the following qualifications. They will also embody the Amgen leadership attributes which are:

• Inspire: Create a connected inclusive and inspiring work environment that empowers talent to thrive
• Accelerate: Enable speed that matches the urgency of patient needs by encouraging progress over perfection
• Integrate: Connect the dots to amplify the collective power of Amgen to drive results for patients staff and shareholders
• Adapt: Lead through change by adapting to an ever-changing environment and defining a clear course of action to deliver results

Basic Qualifications:

• Doctorate degree & 6 years of Marketing experience OR
• Masters degree & 10 years of Marketing experience OR
• Bachelors degree & 12 years of Marketing experience AND
• 6 years of managerial experience directly managing people and/or leadership experience leading teams projects programs or directing the allocation of resources

Preferred Qualifications:

• Advanced degree in business healthcare operations technology or a related field
• Experience leading patient support healthcare or customer contact center operations in a complex regulated environment
• Ability to set strategy and improve service delivery across multiple contact center teams programs or portfolios
• Experience developing and implementing automation AI digital service or self-service strategies in customer operations
• Understanding of patient access reimbursement healthcare services and the needs of patients caregivers and HCPs
• Experience using customer feedback call analytics and operational data to identify service barriers set priorities and measure outcomes
• Background in contact center performance management including service levels quality workforce planning productivity and customer experience
• Experience leading technology-enabled transformation and partnering with Business Technology Analytics and operational teams to implement and sustain change
• Experience managing external vendors and partners through clear governance service expectations and performance accountability
• Ability to lead coach and develop leaders and teams and to influence senior stakeholders across a matrixed organization
• Executive communication strategic thinking change leadership and problem-solving skills including the ability to turn complex operational needs into clear priorities
• Ability to balance customer needs employee experience operational performance compliance and cost

As we work to develop treatments that take care of others we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture well support your journey every step of the expected annual salary range for this role in the U.S. (excluding Puerto Rico) is $258863 to $ 350227. Actual salary will vary based on several factors including but not limited to relevant skills experience and addition to the base salary Amgen offers a Total Rewards Plan based on eligibility comprising of health and welfare plans for staff and eligible dependents financial plans with opportunities to save towards retirement or other goals work/life balance and career development opportunities that may include:

• Comprehensive employee benefits package including a Retirement and Savings Plan with generous company contributions group medical dental and vision coverage life and disability insurance and flexible spending accounts.
• A discretionary annual bonus program or for field sales representatives a sales-based incentive plan
• Stock-based long-term incentives
• Award-winning time-off plans and bi-annual company-wide shutdowns
• Flexible work models where possible. Refer to the Work Location Type in the job posting to see if this applies.

As an organization dedicated to improving the quality of life for people around the world Amgen fosters an inclusive environment of diverse ethical committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together we compete in the fight against serious disease. Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability status or any other basis protected by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request any materials you submit you may redact or remove age-identifying information such as age date of birth or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Amgen does not have an application deadline for this position; we will continue accepting applications until we receive a sufficient number or select a candidate for the position. Sponsorship for this role is not guaranteed.

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