Sr. Director, Global Customer Capabilities

Career Category

Operations

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

                                                  

Live

What you will do

Let’s do this. Let’s change the world. You will be accountable for coordinating our delivery efforts across the internal and external team located in AIN and across India. In addition, the Sr. Director, Global Customer Capabilities must manage relationships across a complex internal set of teams and functional groups.

This position reports to the Executive Director, Technology & Workforce Transformation in Global Customer Capabilities and will be responsible for the following:

Responsibilities

• Key Integrator: Act as main point of contact and representative of the GCC Tech and Workforce Transformation team in India

• Talent Development: Hire, train, develop, and manage talent to meet organizational needs

• Global Collaboration: Act as the primary point of contact for GCC senior leadership in the US and the offshore team in India, either through our Contract teams or direct AIN FTEs

• Optimization: Oversee analysis efforts to optimize workforce and resource allocation, driving efficiency across the business

• Operational Excellence and Delivery: Oversee end-to-end delivery of core sales & marketing operations projects ensuring quality, scalability, and operational efficiency

• Offshore Vendor Management: Manage offshore teams including CWs, maintaining quality of service and timely deliverables

• Innovation Leadership: Foster a culture of innovation, ensuring the India team remains at the forefront of emerging technologies and trends in automation and AI

• Continuous Improvement: Lead identifying and prioritizing areas of opportunity across the organization. Collaborate with cross-functional teams to implement organizational improvements.

• Automation: Lead the piloting, planning, and implementation of automation across the GCC portfolio of capabilities, engaging GCC capability leaders to integrate automation opportunities in core capabilities

• Business Impact & Collaborator Management: Ensure capability solutions drive tangible business outcomes and collaborate with global key collaborators to refine requirements, measure impact, and report progress

• Financial management: Oversee GCC budget associated with offshore work in India, ensuring best negotiated rates and overall value

Win

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. 

Basic Qualifications 

• Doctorate degree and 4 years of statistics, operations research, mathematics, econometrics, business administration or a quantitative field experience OR

• Master’s degree and 14 to 16 years of statistics, operations research, mathematics, econometrics, business administration or a quantitative field experience OR

• Bachelor’s degree and 16 to 18 years of statistics, operations research, mathematics, econometrics, business administration or a quantitative field experience

Preferred Qualifications

• Relevant sales, marketing, operations, and Bio/Pharmaceutical industry experience

• Experience working in a matrixed environment across global regions and time zones, driving integration of teams

• Innovative customer capability leadership experience

• Minimum 5 years of professional experience in operational effectiveness with consistent record of automation development and capability efficiencies

• Thorough understanding of tagging, Google Analytics, CRM, Content Management Systems, and other components of a Digital Marketing Ecosystem.

• Leadership experience in building and developing high-performing teams, delivering results, and shaping the future

• Ability to foster and encourage an environment of openness and transparency in seeking diverse opinions and empower risk-taking in idea generation, idea incubation and/or experimentation

• The ideal candidate will lead the creation of an automation and innovation forward culture that drives top-line growth, controls costs, and takes timely corrective action to reduce risks that derail plans

• Ability to think strategically about issues impacting an entire portfolio of therapeutics across geographies and stages of development

• Experience managing multiple senior key collaborators, prioritizing across a multitude of responsibilities and allocating resources to drive maximum impact

• Oral, written and presentation skills to explain complex concepts and controversial findings clearly to a variety of audiences, including senior management

• Comfortable challenging the status quo and bringing forward innovative solutions

• Ability to identify areas for process and systems innovation and implement change that will enhance the overall effectiveness of the team

• Comfortable working through and leading large-scale global change management

• Understanding of technology platforms and ability to partner with IS/IT, cross functional business leaders

Thrive

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.

In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards

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