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Job Description

HOW MIGHT YOU DEFY IMAGINATION?

If you feel like you’re part of something bigger, it’s because you are. At Amgen, our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s leading biotechnology companies. We are global collaborators who achieve together—researching, manufacturing, and delivering ever-better products that reach over 10 million patients worldwide. It’s time for a career you can be proud of. Join us.

Amgen provides a collaborative and creative culture in a company with a strong track record of innovation. Our culture encourages open dialogue and diverse views to land on the best solutions, and we help ensure our staff are equipped to excel today and tomorrow.

Globally, Amgen is evolving to align people, processes and technologies to meet our customers where, when and how they want to be met (C360). This role, on the Global Commercial Capabilities - Omnichannel Enablement team, directly supports the design of the desired customer experience, including identification of initiatives, tactics, and campaigns that create an experience for the customer that engages them at moments that matter with the right content to drive brand growth.

Senior Manager, Campaign Operations Lead (US Remote)

Live

What you will do

Let’s do this. Let’s change the world. In this vital role you will have an opportunity to help shape an extraordinary customer experience!

Key Responsibilities:

Customer Experience Design: The Campaign Operations lead brings together cross-functional stakeholders to develop engaging customer experiences by integrating selected messages, formats and channels. In this process, they facilitate robust campaign design conversations by bringing in key inputs including brand strategy, customer journey leverage / intervention points, key segments with digital affinities and preferences, behavioral objectives per segment, segment-specific insights, hypotheses and drivers / barriers message and content plans.

• Workshop Facilitation – Facilitate workshops using the CX design process to develop omnichannel campaigns – including development of campaign objectives, target customer groups, message flows, and customer journeys

• Project Management - Coordinate with brand leads to prepare campaign calendar considering other relevant events (such as medical conferences, new indications for product, etc.). Utilize Agile methodologies to coordinate campaign development and deployment details with cross-functional stakeholders.

• Advise – Utilizing a high-level understanding of both strategic and tactical components of campaign planning, advise strategic stakeholders on how to incorporate AI automation and platforms such as Salesforce Marketing Cloud, Salesforce Health/Service Cloud, VEEVA Sales CRM, Websites and 3rd Party Channel Partners (e.g. Medscape, Doximity) into the campaign planning process

Project Management and Coordination: The campaign operations lead leverages the campaign design process or operational planning requests from the brand to coordinate the execution of the CX campaign. This project management includes working with key functional areas and their respective Agile scrum teams to execute the campaign. Tasks that need coordination include the development of target lists, new content and asset development, development of new capabilities, regulatory approval, programing campaign journeys, and tracking KPIs.

• Campaign Execution Preparation – Ensure operational readiness of campaigns with the Global Service Center, DTI (Digital Technology & Innovation) and Global Data and Analytics partners. Ensure dynamic content development wireframe requirements are understood by Design Agencies, enabling the Service Center to quickly produce necessary content for campaign deployment. Escalate and address Connected Data & Integration Needs.

• Campaign Metrics (Cross-Channel Campaign Measurement & Reporting) - The Campaign Operations lead facilitates the definition and documentation of how the success of the campaign will be measured with the Commercial Data and Analytics Data Sciences team. This team also defines AI Next Best Customer Engagement KPI's / algorithm's / Business Rules & Triggers to drive automated personalization across channels. The Campaign Ops lead also facilitates the design of the test and learn plan and Tagging Strategy to enable reporting, measurement and campaign optimization.

Win

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The consultative professional we seek is a collaborative partner with the following qualifications.

Basic Qualifications:

Doctorate degree and 2 years of sales and/or marketing operations experience

Or

Master’s degree and 4 years of sales and/or marketing operations experience

Or

Bachelor’s degree and 6 years of sales and/or marketing operations experience

Or

Associate’s degree and 10 years of sales and/or marketing operations experience

Or

High school diploma / GED and12 years of sales and/or marketing operations experience

Preferred Qualifications:

• Demonstrated ability to think strategically to support key business decisions leveraging data and insights

• Experience facilitating conversations and driving decisions in cross-functional settings

• Strong consultative problem-solving skills

• Strong client service orientation and ability to work collaboratively in a cross-functional team environment

• Strong Project Management Data analysis and reporting  

• Excellent oral, written and presentation skills—able to explain complex concepts clearly to a variety of audiences 

• Solid understanding of metadata and tagging methodologies for effective tracking of digital marketing campaigns 

• Solid understanding of Marketing Automation Platforms and proficiency in defining requirements to execute in automation platforms.  Direct experience with Salesforce Marketing Cloud

• Solid understanding of pharma patient services including nurse calls, fulfillment, refill reminders, etc., and an understanding of Salesforce Health Cloud

• Benefits of MDH integration with Amgen Mastering Systems (Patient, HCM Health Care Master and Consent), MRM and SFMC, and what these connections enable

• Solid understanding of data mastering methods and data ecosystems enabling automation and customer engagement design

• Ability to use and understand reporting platforms – GA360 & Tableau

• Understanding of Google Marketing Platform and benefits of incorporating GA to marketing efforts using Salesforce Marketing Automation

• Working knowledge of web applications – MuleSoft, Sitecore & Live Ramp

• Solid understanding of Veeva Applications (Sales CRM platform)

• Advanced computing skills (MS Project, Excel, PowerPoint, Word)

Thrive

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.

careers.amgen.com

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.