Executive Director, Patient Support Operations
New
A
AmgenPatient support operations
Source API remote eligibility restrictions: United StatesFull-TimeExecutive
SalaryThe expected annual salary range for this role in the U.S. (excluding Puerto Rico) is $258,863 to $ 350,227.
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Job Details
- Experience
- Doctorate degree & 6 years of Marketing experience OR Master’s degree & 10 years of Marketing experience OR Bachelor’s degree & 12 years of Marketing experience; AND 6 years of managerial experience directly managing people and/or leadership experience leading teams, projects, programs or directing the allocation of resources
- Required Skills
- Artificial Intelligence
Requirements
- Doctorate degree and 6 years of Marketing experience, or a master’s degree and 10 years of Marketing experience, or a bachelor’s degree and 12 years of Marketing experience.
- 6 years of managerial experience directly managing people and/or leadership experience leading teams, projects, programs, or directing resource allocation.
- Advanced degree in business, healthcare, operations, technology, or a related field preferred.
- Experience leading patient support, healthcare, or customer contact center operations in a complex, regulated environment preferred.
- Experience setting strategy and improving service delivery across multiple contact center teams, programs, or portfolios preferred.
- Experience developing and implementing automation, AI, digital service, or self-service strategies in customer operations preferred.
- Understanding of patient access, reimbursement, healthcare services, and the needs of patients, caregivers, and HCPs preferred.
- Experience using customer feedback, call analytics, and operational data to identify service barriers and measure outcomes preferred.
- Background in contact center performance management, including service levels, quality, workforce planning, productivity, and customer experience preferred.
- Experience leading technology-enabled transformation and managing external vendors and partners preferred.
- Ability to lead and develop teams, influence senior stakeholders, and balance customer needs, employee experience, performance, compliance, and cost.
Responsibilities
- Establish the vision, strategy, and operating model for Patient Support Operations.
- Lead patient and HCP contact center activities across the portfolio.
- Set automation and AI strategy, including opportunities for self-service, routing, and agent support.
- Manage service levels, access, quality, customer experience, productivity, capacity, and cost.
- Use customer feedback, contact drivers, call analytics, and operational data to guide improvement.
- Develop workforce and capacity strategies aligned with customer demand and portfolio needs.
- Partner with Patient Experience, Field Capabilities, Patient Engagement & Affordability, Business Technology, Analytics, and brand teams.
- Oversee contact center technology and process roadmaps and support implementation and adoption.
- Lead vendor and partner relationships through performance measures, governance, and accountability.
- Ensure operations follow applicable policies, privacy requirements, and compliance standards; lead and develop the leadership team.
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