Senior Manager, Digital Customer Capabilities

Thousand Oaks, CA
Jul 22, 2021
Required Education
High School or equivalent
Position Type
Full time


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. Join us.

Senior Manager, Digital Customer Capabilities


What you will do

Lets do this. Lets change the world! In this vital role you will work as part of the Global Digital Customer Capabilities team to further define how digital can support and accelerate the commercial strategy. By working closely with cross-functional internal partners and keeping a pulse on external environment, this team will drive how digital capabilities can accelerate our growth and be implemented across the full brand planning framework as well as patient journey. The team will build core capabilities for developing our omnichannel engagement strategy. The team will also evaluate how Amgen commercial and medical teams currently execute digital commercial initiatives and assess optimal execution model. This person will be savvy in harnessing the power of technology and be adept at translating generated insights into intel that informs business strategy worldwide.

This role will be responsible for building and improving digital channels (e.g.virtual engagement, mobile, virtual assistants/chatbots) to optimize engagement with our customers, work to ensure seamless integration with our existing technology platforms (e.g., Veeva, Sales Force Marketing Cloud), and deploy novel digital features and tools that may exist across various Amgen assets (e.g., websites). This roles responsibility includes working with other global capabilities teams and key local markets to shape digital tools to meet the needs of customer facing teams, pilot new technologies that can improve the customer experience, and work collaboratively to deploy capabilities in a standardized manner. Additionally, this role will build approaches to scale solutions globally.

This role reports to the Director Global Digital Commercial Capabilities.

The Senior Manager position requires an experienced candidate with a blend of life science and technology background, superior cross-functional collaboration skills, commercial acumen, the ability to operate globally and locally, and very strong influencing skills.

Key Responsibilities
  • Identify and extract key requirements from local markets to support development of digital tools and initiatives

  • Successfully design and execute local pilots and support scaling efforts across brands/regions

  • Define governance / processes to continually improve digital tools and platforms

  • Be an advocate for use of internally available innovation in commercial activity, making the business case and demonstrating how new and existing digital capabilities could positively impact existing business processes.

  • Build and maintain strong working relationships with key internal and external partners to understand their needs and provide them with required commercial inputs, fostering a symbiotic and aligned relationship.

  • Maintain visibility into the digital capabilities landscape to inform strategy development and to identify key trends and opportunities to shape how Amgen invests its resources

  • Tracks/manages projects and performs status update to leadership using program-level reporting tools

  • Works cross-functionally to build a digital capability to engage with our key customers more effectively in a remote / virtual environment.

General Leadership

As a leader in an organization that impacts the work and success of marketers

everywhere at Amgen, the incumbent:
  • Is responsible for leading and coaching for success

  • Works to attract, motivate, retain and develop talent and build a culture of high-performance teams

  • Promotes Amgen internally and externally as a great place to work

  • Fosters a climate that embraces Diversity & Inclusion (D&I)

  • Is accountable for his/her own compliance and also for the compliance of all individuals in his/her team and others across the Amgen Marketing and Access communities. As such, leads the way and leads by example by demonstrating full knowledge and commitment to all applicable policies.


What 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


Masters degree and 4 years of Marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization


Bachelors degree and 6 years of Marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization


Associates Degree and 10 years of Marketing and/or business experience in a role aligned with a Marketing/Sales commercial organization


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
  • Advanced degree in business with a focus on information management / healthcare informatics

  • Experience within life science industry (pharma/biotech preferred)

  • Broad understanding of digital technology platforms and customer relationship management (CRM) systems

  • Prior experience deploying chatbots/virtual assistants and driving innovation within customer engagement channels

  • Experience working with large datasets and conducting analysis as needed

  • Strong eye for business, strategic thinking and execution excellence skills honed by in-market experience at the affiliate level (ex-US plus US experience preferred)

  • Possesses an understanding of broad, global market dynamics and the cultural awareness and sensitivity to form relationships and work effectively with colleagues around the world

  • Strong understanding of commercialization process within pharma / biotech industry

  • Strong track record managing complex, global IS-focused projects involving multiple functions / stakeholders

  • Experience managing external partners such as agencies

  • Self-Starter and must possess leadership capabilities with little direct supervision

  • Exceptional project and time management skills, including knowledge of Agile/Scrum methodology

  • Knowledge of internal organizational process and procedures

  • Excellent written, verbal and communication and presentation skills

  • Impeccable ethics and integrity and comfort operating in a highly regulated environment


What you can expect of us

As we work to develop treatments that take care of others, so we work to care for our teammates professional and personal growth and well-being.

  • Vast opportunities to learn and move up and across our global organization

  • Diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table and act

  • Generous Total Rewards Plan comprising health, finance and wealth, work/life balance, and career benefits

Apply now

for a career that defies imagination

In our quest to serve patients above all else, Amgen is the first to imagine, and the last to doubt. Join us.

Equal Opportunity Statement

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 a 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.

Join Us

If you're seeking a career where you can truly make a difference in the lives of others, a career where you can work at the absolute forefront of biotechnology with the top minds in the field, you'll find it at Amgen.

Amgen, a biotechnology pioneer, discovers, develops and delivers innovative human therapeutics. Our medicines have helped millions of patients in the fight against cancer, kidney disease, rheumatoid arthritis and other serious illnesses.

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 but compete intensely to win. Together, we live the Amgen values as we continue advancing science to serve patients.

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, or disability status.