Omnichannel Customer Experience & Innovation, Senior Manager

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.

Omnichannel Customer Experience & Innovation, Senior Manager
What you will do

Let's do this. Let's change the world. In this pivotal role within the Brand Technology team, the Omnichannel Customer Experience & Innovation Senior Manager, Patient Access, will report to the Brand Technology Director. This position demands a creative and forward-thinking individual dedicated to providing advanced marketing capabilities across all Patient Support Program channels.

The Omnichannel Customer Experience & Innovation lead focuses on understanding patient engagement across brands and using new health tech to solve access and reimbursement issues, while improving experiences for patients and healthcare professionals (HCPs).

The role demands navigating a complex environment, where the ideal candidate should demonstrate initiative, problem-solving skills, collaboration across various workstreams, and sound business judgment. Key tasks include overseeing vendor assessments, working with Capability and Channel teams, and managing the Amgen SupportPlus program.
What you will do

• Multichannel Marketing
• Brand Management: Oversee the branding and website for Amgen SupportPlus, ensuring consistency and alignment with corporate branding guidelines.
• Agency of Record (AOR) Management: Supervise the Agency of Record's activities and effectiveness to ensure they align with project objectives.
• Performance Tracking: Collaborate efficiently with analytics team, and brand marketers to measure and optimize across digital channels, publishers, and campaigns
• Approval Processes: Lead the MAC approval process for Amgen SupportPlus-related materials, ensuring compliance and adherence to internal standards.
• Marketing Capability Development: Identify and recommend new and enhanced integrated capabilities that can be applied across the Amgen portfolio to improve patient access and reimbursement.
• Alignment with Brand Goals: Ensure vendor solutions and development initiatives align closely with brand goals, fostering collaboration within the team.
• Consultation and Innovation: Engage regularly with brand and channel teams to provide guidance on innovative solutions that align with overall business objectives.
• Program Management & Exploration of Emerging Technology
• Project Management: Coordinate and supervise a series of projects from conception to finish, ensuring cross-functional agreement on scope, benefits, costs, and timelines.
• Vendor Evaluation Management: Oversee the vendor evaluation process in partnership with GSS, DTI, and Capability and Channel teams, ensuring effective execution of POCs and RFPs with thorough documentation.
• External Evaluations Oversight: Review and manage requests for external vendor or media evaluations, ensuring alignment with strategic objectives.
• Define and Document Insights: Collaborate with stakeholders to clearly articulate problem statements based on insightful analysis and strategic goals.
• Outcome Communication: Document and communicate the outcomes of assessments and initiatives, providing insights and recommendations for continuous improvement.
• Customer Experience
• Customer Journey Mapping: Pinpoint customer interaction points and record the issues they encounter at each stage.
• Customer Experience Excellence: Seek ways to enhance (CX) by keeping informed on industry developments and leading practices in digital marketing and omnichannel strategies.
• Execution of Health Solutions: Implement emerging health solutions in coordination with Channel, Capability, and brand teams, ensuring a cohesive approach to delivering patient access support.

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 collaborative with these qualifications.

Basic Qualifications:

Doctorate degree and 2 years of Patient Access & Reimbursement and/or commercial experience
Or

Master's degree and 4 years of Patient Access & Reimbursement and/or commercial experience
Or

Bachelor's degree and 6 years of Patient Access & Reimbursement and/or commercial experience
Or

Associate's degree and 10 years of Patient Access & Reimbursement and/or commercial experience
Or

High school diploma / GED and 12 years of Patient Access & Reimbursement and/or commercial experience

Preferred Qualifications:

• Strong understanding of the pharmaceutical industry, specifically US Patient Services
• Proficiency in digital marketing, content strategy and/or content management, messaging and positioning, copywriting, and agency management.
• Expertise in developing and executing Customer Engagement strategies to back integrated marketing campaigns, promotions, and activations, all aligned with core business objectives to effectively boost revenue growth and enhance customer value and channel engagement.
• Strategic thinker with high emotional intelligence, excellent problem-solving and analytical skills
• Inquisitive and creative, paired with being comfortable thriving in ambiguity while managing critical partners
• Strong project management skills to track complex projects through completion on time and within budget in a matrixed and, at times, ambiguous environment
• Forward-thinking and ability to anticipate consumer and market needs
• Strong spoken and written communication skills to translate brand needs to our capability partners and ability to effectively navigate across diverse internal and external partner groups
• Self-motivates and leads a project from inception to completion
• Executive navigation and presentation skills is a plus

What you can expect of us

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, we'll support your journey every step of the way.

The expected annual salary range for this role in the U.S. (excluding Puerto Rico) is posted. Actual salary will vary based on several factors including but not limited to, relevant skills, experience, and qualifications.

In 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:

• A 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
• Flexible work models, including remote and hybrid work arrangements, where possible

Apply now

for a career that defies imagination

Objects in your future are closer than they appear. Join us.
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Application deadline

Amgen anticipates accepting applications until _________; however, we may continue accepting applications beyond this date if we do not receive a sufficient number of candidates.

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 accommodation.

Salary Range
147,526.00 USD - 182,115.00 USD