Director, Global Customer Capabilities

Key Responsibilities

This position reports to the Executive Director, Technology & Workforce Transformation and will be responsible for the following

• Key Integrator: Act as main point of contact and representative of the Tech and Workforce Transformation team in India
• Talent Development: Hire, train, develop, and manage talent to meet organizational needs
• Global Collaboration: Act as the primary point of contact for GCC senior leadership in the US and the offshore team in India, either through our Contract teams or direct AIN FTEs
• Optimization: Oversee analysis efforts to optimize workforce and resource allocation, driving efficiency across the business
• Operational Excellence and Delivery: Oversee end-to-end delivery of core sales & marketing operations projects ensuring quality, scalability, and operational efficiency
• Offshore Vendor Management: Manage offshore teams including CWs, maintaining quality of service and timely deliverables
• Innovation Leadership: Foster a culture of innovation, ensuring the India team remains at the forefront of emerging technologies and trends in automation and AI
• Continuous Improvement: Lead identifying and prioritizing areas of opportunity across the organization. Collaborate with cross-functional teams to implement organizational improvements.
• Automation: lead the piloting, planning, and implementation of automation across the GCC portfolio of capabilities
• Business Impact & Collaborator Management: Ensure capability solutions drive tangible business outcomes and collaborate with global key collaborators to refine requirements, measure impact, and report progress
• Financial management: Oversee GCC budget associated with offshore work in India, ensuring best negotiated rates and overall value

Qualification & Requirements

What we expect of you

We are all different, yet we all use our unique contributions to serve patients.

Basic Qualifications:

• Doctorate degree and 4 years of statistics, operations research, mathematics, econometrics, business administration or a quantitative field experience OR
• Master’s degree and 14 to 16 years of statistics, operations research, mathematics, econometrics, business administration or a quantitative field experience OR
• Bachelor’s degree and 16 to 18 years of statistics, operations research, mathematics, econometrics, business administration or a quantitative field experience

Preferred Qualifications:

• Relevant sales, marketing, operations, and Bio/Pharmaceutical industry experience
• Innovative customer capability leadership experience
• Minimum 5 years of professional experience in operational effectiveness with consistent record of automation development and capability efficiencies
• Comprehensive understanding of the components of setting up data models and running scenario planning that match the business need
• Thorough understanding of tagging, Google Analytics, CRM, Content Management Systems, and other components of a Digital Marketing Ecosystem.
• Leadership experience in building and developing dedication teams, delivering results, and shaping the future
• Ability to foster and encourage an environment of openness and transparency in seeking diverse opinions and empower risk-taking in idea generation, idea incubation and/or experimentation
• The ideal candidate will lead the creation of an automation and innovation forward culture that drives top-line growth, controls costs, and takes timely corrective action to reduce risks that derail plans
• Ability to think strategically about issues impacting an entire portfolio of therapeutics across geographies and stages of development
• Experience managing multiple senior key collaborators, prioritizing across a multitude of responsibilities and allocating resources to drive maximum impact
• Oral, written and presentation skills to explain complex concepts and controversial findings clearly to a variety of audiences, including senior management
• Comfortable challenging the status quo and bringing forward innovative solutions
• Ability to identify areas for process and systems innovation and implement change that will enhance the overall effectiveness of the team
• Comfortable working through and leading large-scale global change management
• Understanding of technology platforms and ability to partner with IS/IT, cross functional business leaders

Benefits

Health

• Medical, Dental & Vision
• Wellness programs, tools and resources to incentivize healthy living
• Global Employee Assistance Program
• Cancer support resources through Wellness at Amgen
• Variety of saving options for eligible medical expenses
• On-site fitness facility (in some locations), Reimbursed or discounted access to local fitness facilities (in some locations)
• Assistance for special needs children
• 100% for Amgen products when enrolled in an Anthem medical plan

Finance

• Competitive base pay and annual bonus opportunities
• Long-term incentives and stock grant
• Award-winning retirement plans and 401(k) with generous company match
• Retiree medical savings accounts
• Short- and long-term disability benefits and life insurance
• Amgen Inc. Employee Stock Purchase Plan (U.S. only)
• Dependent care savings options

Work/Life Balance

• Award-winning Paid Time Off (PTO) program plan
• Bi-annual company shutdowns (U.S. only)
• Adoption support
• Employee volunteer program and company matching donation program
• On-site child care facilities (in some locations) and/or discount options (in some locations)
• Access to tutoring, test prep, and college admissions advice services for children
• Elder care resources

Career

• Tuition reimbursement
• Flexible work environment
• Employee recognition programs
• Learning and development resources
• Service awards
• Mentor program
• Access to more than 20 employee resource groups