The objective of this role is to demonstrate leadership that is customer/process centric and driven to create a culture of service excellence that results in differentiated experiences and meaningful engagements with customers and patients interacting with Amgen’s order-to-cash processes and supporting systems.   

Responsibilities 

• Develop and refine business processes for our order to cash and establish effective ownership framework. 

• Engage with IT, transformation business leaders and leads as a strategic thought partner to develop and devise scope, structure and approach to delivering Agile value with a new or existing initiative. 

• Execute deployment change journey activities in partnership with change network leads in the business evaluating the risk of change and providing actionable guidelines on reducing the impact.    

• Provide deep change management expertise employing a holistic and strategic view of transformation change management for the Digital organization. Partner with Strategy, Change, Culture and key initiative leaders to align and connect messaging to enable agility and delivery of value to customers and stakeholders. 

• Develop metrics aligned with business objectives and work with data analytics team to establish measurement plans and create dashboards to monitor KPIs. 

• Utilize tools and dashboards to analyze date, generate insights, and drive actions to improve performance on KPIs including data quality, coverage, and efficiency. 

• Install feedback loops to identify opportunities for improvement and lead continuous improvement efforts with business and technology teams. 

• Enable Amgen to continue to bring to market ground-breaking innovations that enhance the customer experience using tools such as Artificial Intelligence, Cloud Solutions, and Blockchain technologies, to name a few. 

• Lead requirements gathering workshops, which will entail presenting standard process flows, conducting system demonstrations, and providing insight on how standard processes will support internal and external customers’ business processes. 

• Own and ensure process documentation, including standard operating procedures and training materials, are accurately maintained and readily available to the business. 

• 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 AND 

• 2 years of managerial experience directly managing people and/or leadership experience leading teams, projects, programs or directing the allocation of resources 

Preferred Qualifications: 

• BS/MS Degree with 8+ years of experience leading a large service-oriented operations organization focused on customer success, revenue growth and sales.  

• 5+ years of experience working with SAP Order to Cash processes, Sales Order Management, Pricing, Delivery, and Billing in a functional/project lead role.  

• Minimum of 3+ years overseeing full lifecycle, end-to-end SAP Order to Cash implementations, including hands-on design and configuration experience.  

• At least 2 years’ BPO industry experience working in a supervisory role with the ability to collaborate with global cross-functional and cross-regional teams.  

• Must be enthusiastic, self-motivated, high-energy and a driven problem solver – especially in face of resistance or setbacks 

We are all different, yet we all use our unique contributions to serve patients. The vital Strategic Business Planning & Change Enablement lead we seek has these qualifications:   

• Leadership:  Ability to drive process standardization and simplification, by making optimal use of system controls and available technical solutions.  Demonstrated ability to manage both direct reports and global cross-functional teams through the use of strong situational leadership skills. 

• Accountability and Autonomy:  Ability to operate independently, take ownership and be accountable for effectively prioritizing team's workload and deliver high-quality work output. 

• Problem Solving & Decision Making:  Ability to tackle complex and ambiguous problems, provide clarity of thought, and deliver results.  Able to apply DAI model and make risk appropriate decisions and escalate when necessary in a timely manner 

• Teamwork:  Builds strong relationships across the network and effectively motivate/influence a diverse set of cross functional and cross-regional stakeholders. 

• Analytical and Financial: Strong, robust business analysis skillset and financial acumen 

• Communication:  Ability to distill complex information and tailor communication in a concise, logical, audience-appropriate manner. 

• Technical Expertise: Possess a sound knowledge of integrated global ERP & Customer Relationship Management (CRM) systems. A demonstrated history of working closely with a variety of business and IT groups to design and implement large, complex processes for a global, multi-national manufacturing corporation.