Senior Manager Business Performance Strategy Lead (BPSL) US
Amgen
6 months ago
Remote friendly (Tampa, FL)
United States
Operations
Senior Manager Business Performance Strategy Lead (BPSL) US
What You Will Do
- Lead the activities of the regional OTC organization for Amgen Supply Chain and manage a team of direct reports.
- Assist with strategic direction; support development of the digital and CX roadmap.
- Oversee execution of the order-to-cash process following industry best practices.
- Partner cross-functionally (including finance, treasury, supply chain, commercial operations, and Amgen Medical Information) to influence business initiatives, increase efficiency, and ensure scalability in the US market.
- Lead continuous improvement and operational excellence to build and improve scalable business processes.
- Partner with key stakeholders across Americas business customers to drive faster adoption, greater utilization, higher proficiency, and simplification across transformation initiatives.
Responsibilities
Data, Analytics & Digital Enablement
- Leverage analytics and reporting to monitor performance, identify trends, and drive data-based decision making.
- Collaborate with stakeholders to define strategies/processes that scale with trade channel growth.
- Present insights and guide decision-making; pair analytics with storytelling.
- Provide regular reports and data-driven recommendations to improve customer experience.
- Support use of digital platforms/tools (SAP, Salesforce Service Cloud/eCommerce, Celonis, UiPath, IRT, CTMS) to improve service delivery and operational efficiency.
Order-to-Cash & Operational Excellence
- Communicate strategic priorities; diagnose/solve tactical problems limiting business outcomes.
- Oversee key OTC activities: order management, product/distribution complaints, dispute resolution, and customer inquiries.
- Address customer pain points related to self-service (including fallout/voice calls) by partnering with Product, Customer Journeys, Service Delivery, and others.
- Ensure accurate, compliant execution of policies/procedures (SOX, Quota, quarter-end management).
Performance Management / Change
- Prepare/review analytics for visibility into operational plans.
- Develop and lead change management activities for critical initiatives.
- Define success measures/metrics and track results for program features/IT solutions.
People Leadership and Culture
- Build and grow a GCX-OTC workforce; encourage/support team.
- Lead, coach, and develop team leads and team members (engagement, capability, succession).
- Promote GCX-OTC culture and values alignment.
- Manage performance, change, and stakeholder expectations in a fast-paced global environment.
Mature OTC Capabilities / CX-DX Roadmap
- Align cross-functional/cross-regional teams and supply chain strategy; drive progress toward the technology roadmap and business performance optimization.
- Stay updated on internal/external landscape and market trends to bring innovative solutions.
- Lead initiatives to craft functional and customer experience strategy (short/mid/long term).
- Develop action plans and enhancement recommendations.
- Support customer experience innovation using tools such as AI, cloud solutions, and blockchain.
What We Expect Of You
Basic Qualifications
- Doctorate degree and 2 years of experience OR
- Master’s degree and 6 years of experience OR
- Bachelor’s degree and 8 years of experience OR
- Associate’s degree and 10 years of experience OR
- High school diploma/GED and 12 years of experience
- Plus minimum 2 years’ experience directly managing people and/or leadership experience leading teams, projects, programs, or directing allocation of resources (managerial experience may run concurrently).
Preferred Qualifications
- BS/MS with 7+ years leading a large service-oriented operations organization focused on customer success, revenue growth, and sales.
- 5+ years working with SAP Order to Cash (Sales Order Management, Pricing, Delivery, Billing) as a functional/project lead.
- 3+ years responsible for full lifecycle, end-to-end SAP Order to Cash implementations (hands-on design/configuration).
- Knowledge of 852/867 data, returns, and channel dynamics for the US market.
- Proven supervisory experience collaborating with global/regional cross-functional teams.
- Preferred bilingual candidate; Spanish proficiency.
- Enthusiastic, self-motivated, high-energy, and driven problem-solver.
Application Instructions
- Apply via careers.amgen.com; no application deadline (applications accepted until a sufficient number are received or a candidate is selected).
What You Will Do
- Lead the activities of the regional OTC organization for Amgen Supply Chain and manage a team of direct reports.
- Assist with strategic direction; support development of the digital and CX roadmap.
- Oversee execution of the order-to-cash process following industry best practices.
- Partner cross-functionally (including finance, treasury, supply chain, commercial operations, and Amgen Medical Information) to influence business initiatives, increase efficiency, and ensure scalability in the US market.
- Lead continuous improvement and operational excellence to build and improve scalable business processes.
- Partner with key stakeholders across Americas business customers to drive faster adoption, greater utilization, higher proficiency, and simplification across transformation initiatives.
Responsibilities
Data, Analytics & Digital Enablement
- Leverage analytics and reporting to monitor performance, identify trends, and drive data-based decision making.
- Collaborate with stakeholders to define strategies/processes that scale with trade channel growth.
- Present insights and guide decision-making; pair analytics with storytelling.
- Provide regular reports and data-driven recommendations to improve customer experience.
- Support use of digital platforms/tools (SAP, Salesforce Service Cloud/eCommerce, Celonis, UiPath, IRT, CTMS) to improve service delivery and operational efficiency.
Order-to-Cash & Operational Excellence
- Communicate strategic priorities; diagnose/solve tactical problems limiting business outcomes.
- Oversee key OTC activities: order management, product/distribution complaints, dispute resolution, and customer inquiries.
- Address customer pain points related to self-service (including fallout/voice calls) by partnering with Product, Customer Journeys, Service Delivery, and others.
- Ensure accurate, compliant execution of policies/procedures (SOX, Quota, quarter-end management).
Performance Management / Change
- Prepare/review analytics for visibility into operational plans.
- Develop and lead change management activities for critical initiatives.
- Define success measures/metrics and track results for program features/IT solutions.
People Leadership and Culture
- Build and grow a GCX-OTC workforce; encourage/support team.
- Lead, coach, and develop team leads and team members (engagement, capability, succession).
- Promote GCX-OTC culture and values alignment.
- Manage performance, change, and stakeholder expectations in a fast-paced global environment.
Mature OTC Capabilities / CX-DX Roadmap
- Align cross-functional/cross-regional teams and supply chain strategy; drive progress toward the technology roadmap and business performance optimization.
- Stay updated on internal/external landscape and market trends to bring innovative solutions.
- Lead initiatives to craft functional and customer experience strategy (short/mid/long term).
- Develop action plans and enhancement recommendations.
- Support customer experience innovation using tools such as AI, cloud solutions, and blockchain.
What We Expect Of You
Basic Qualifications
- Doctorate degree and 2 years of experience OR
- Master’s degree and 6 years of experience OR
- Bachelor’s degree and 8 years of experience OR
- Associate’s degree and 10 years of experience OR
- High school diploma/GED and 12 years of experience
- Plus minimum 2 years’ experience directly managing people and/or leadership experience leading teams, projects, programs, or directing allocation of resources (managerial experience may run concurrently).
Preferred Qualifications
- BS/MS with 7+ years leading a large service-oriented operations organization focused on customer success, revenue growth, and sales.
- 5+ years working with SAP Order to Cash (Sales Order Management, Pricing, Delivery, Billing) as a functional/project lead.
- 3+ years responsible for full lifecycle, end-to-end SAP Order to Cash implementations (hands-on design/configuration).
- Knowledge of 852/867 data, returns, and channel dynamics for the US market.
- Proven supervisory experience collaborating with global/regional cross-functional teams.
- Preferred bilingual candidate; Spanish proficiency.
- Enthusiastic, self-motivated, high-energy, and driven problem-solver.
Application Instructions
- Apply via careers.amgen.com; no application deadline (applications accepted until a sufficient number are received or a candidate is selected).