Senior Marketing Manager, IBU Call Center Operations

1 month ago

Washington, Washington, D.C., United States Amgen Full time

HOW MIGHT YOU DEFY IMAGINATION?

If you feel like youre part of something bigger, its because you are. At Amgen, our shared missionto serve patientsdrives all that we do. It is key to our becoming one of the worlds leading biotechnology companies. We are global collaborators who achieve togetherresearching, manufacturing, and delivering ever-better products that reach over 10 million patients worldwide. Its time for a career you can be proud of.

Senior Marketing Manager, IBU Call Center Operations

Live

What you will do
Lets do this. Lets 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 contractualrequirements Identify customer, access and program performance trends while following through toresolve 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 asneeded WinWhat 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 Masters degree and 4 years of Marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization OR Bachelors degree and 6 years of Marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization OR Associates 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 ThriveWhat 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 and well-being. 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. Amgen offers a Total Rewards Plan comprising 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 including: 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, including remote work arrangements, where possible Apply nowfor a career that defies imagination Objects in your future are closer than they appear. Join us. 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. Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. 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.

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