Senior Manager, Field Medical Excellence Operations

About Us: Amgen harnesses the best of biology and technology to fight the world's toughest diseases, and make people's lives easier, fuller and longer. We discover, develop, manufacture and deliver innovative medicines to help millions of patients. Amgen helped establish the biotechnology industry more than 40 years ago and remains on the cutting-edge of innovation, using technology and human genetic data to push beyond what's known today.

Role Description:

The Field Medical Excellence Operations Senior Manager is accountable for the strategic development, execution, and implementation of operational capabilities supporting Amgen's Field Medical Excellence team. This position plays a critical role in driving operational excellence, performance management, CRM platform delivery, analytics enablement, and digital innovation, ensuring alignment with Amgen's global medical strategy.

Reporting to the Executive Director of Field Medical Excellence and partnering with the Field Medical Excellence Field Systems and Capabilities team, this global role will deliver impact by enabling standardized, optimized, and compliant operations that support field team effectiveness across regions.

The ideal candidate will demonstrate strong project and people leadership, deep expertise in CRM operations (particularly Veeva or equivalent platforms), a data-driven mindset, and the ability to drive process improvement, automation, and innovation. Experience working in a regulated, compliance-driven environment with a focus on change management and digital enablement is essential.

Excellence, quality, traceability, transparency, and a culture of continuous improvement are foundational to success in this role. Deliverables must embody Amgen's core values, drive operational rigor, ensure stakeholder trust, and maintain the highest standards of ethics and collaboration.

Roles and Responsibilities:

• Lead and mentor the Field Medical Systems and Operations team in India, fostering a high-performing, engaged culture.
• Drive performance management for Field Medical including process standardization, platform optimization, and delivery of high-impact analytics solutions.
• Oversee daily CRM platform operations—including Global user support, issue resolution, configuration, release management, and integration with other systems.
• Lead onboarding, training, and change management efforts for field medical teams and business stakeholders related to CRM and other platforms.
• Identify and implement automation opportunities, enable self-service reporting, and enhance user experience.
• Manage Access Management for all relevant systems, ensuring security, compliance, and audit-readiness.
• Develop and maintain training materials, technology documentation, and SOPs related to CRM and field medical operations.
• Lead territory management, field team onboarding, and ongoing CRM user support.
• Generate insights through dashboards and analytics to inform leadership decision-making.
• Partner with global audit teams, providing required reporting and documentation in support of inspection readiness.
• Lead User Acceptance Testing (UAT) for regional enhancements and collaborate on production release cycles.
• Ensure effective communication of project statuses, platform changes, performance metrics, and innovations across diverse audiences through various internal channels.
• Champion digital capabilities and technologies, positioning the team as a leader in field medical innovation.
• Recruit, hire, develop, and retain top talent to build a future-ready operations team.

Basic Qualifications and Experiences:

Advanced scientific degree:

• Doctorate degree & 2 years of directly related industry experience OR
• Master's degree & 4 years of directly related industry experience OR
• Bachelor's degree & 6 years of directly related industry experience OR
• Associates degree & 8 years of directly related industry experience AND
• 5 years of managerial experience directly managing people and/or leadership experience leading teams, projects, programs or directing the allocation of resources

Functional Skills:

Preferred Qualifications:

• Advanced degree in life science, computer science, business, or related discipline
• 8+ years of work experience in information technologies/information systems, analytics platforms, and reporting technology
• 5+ years of experience with Salesforce, Veeva CRM, or similar technology platforms
• 3+ years of operations experience in the pharmaceutical or life sciences technology industry
• Hands-on experience with AI and automation tools (e.g., Power Platform, UiPath, custom GPTs) to enhance and streamline business processes and workflows
• Previous management of direct reports and oversight of information system vendors
• Understanding of the medical affairs, drug development, and commercialization process
• Experience in managing teams and delivering projects.
• Strong understanding of principles of customer service and consulting
• Stakeholder and Resource Management experience

Competencies:

• Effective at managing complex teams of professionals
• Successfully navigates highly matrixed environment
• Operational excellence: management skills, planning, prioritization, decision making, objective setting, meeting management, and plan execution
• Excellent oral and written communication, including the ability to present formally and informally within area of expertise to a diverse set of audiences, including small teams, leadership, and large group meetings
• Flexibility in a rapidly changing environment; ability to proactively identify operational needs and anticipate and prevent issues
• Deep focus on customer service through solution delivery
• Promote innovation by acting as a strong advocate for automation and the advancement of new technologies to streamline system services and support novel processes
• Strong self-awareness and sense of accountability, being transparent, approachable, objective, and open-minded
• Proficient in analysis and interpretation activities and able to present insights based on business acumen and subject matter expertise

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 with 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 an accommodation.