Executive Director, Patient Support Operations

Job description

Career CategorySales & Marketing OperationsJob DescriptionJoin Amgen’s Mission of Serving PatientsAt Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do. Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. Amgen is advancing a broad and deep pipeline of medicines to treat cancer, heart disease, inflammatory conditions, rare diseases, and obesity-related conditions. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives. Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career. What you will doLet’s do this. Let’s change the world. In this vital role, the Executive Director will set the strategy and direction for Patient Support Operations within Patient Access & Reimbursement (PAR). The role will lead the contact center experience for patients and healthcare professionals (HCPs), advancing the people, processes, technology, automation, and AI capabilities that help customers get the support they need. Reporting to the Associate Vice President of PAR, the Executive Director will lead the teams and partners responsible for patient and HCP contact center activities across the portfolio. This leader will establish a high-performing, scalable operating model that delivers consistent, empathetic service while improving access, efficiency, quality, and customer experience. The Executive Director will work closely with PAR capability leaders, brand teams, Business Technology, Analytics, and external partners to turn customer needs and operational insights into clear priorities and measurable improvements. Key Responsibilities: Establish the vision, strategy, and operating model for Patient Support Operations, aligning contact center services with PAR’s enterprise priorities and the needs of patients, caregivers, and HCPs. Lead patient and HCP contact center activities across the portfolio, ensuring a consistent, responsive, and customer-centered experience across channels. Set the automation and AI strategy for contact center operations, identifying opportunities to simplify service, expand self-service, improve routing and agent support, and resolve customer needs more effectively. Ensure AI and automation solutions are designed around customer needs, integrated with PAR capabilities and technology platforms, and supported by appropriate oversight, quality controls, and performance measures. Lead operational planning and performance management, including service levels, access, quality, customer experience, productivity, capacity, and cost. Establish clear performance goals and operating reviews; use customer feedback, contact drivers, call analytics, and operational data to identify issues and guide improvement. Develop workforce and capacity strategies that align staffing, skills, training, and scheduling with customer demand and portfolio needs. Build a strong quality, training, and continuous improvement model that equips teams to resolve customer needs accurately, consistently, and with empathy. Partner with Patient Experience leaders, Field Capabilities, Patient Engagement & Affordability, Business Technology, Analytics, and brand teams to align contact center services with patient and HCP journeys. Oversee contact center technology and process roadmaps with Business Technology and other partners, translating operational needs into scalable capabilities and ensuring effective implementation and adoption. Lead vendor and partner relationships, establishing clear expectations, performance measures, governance, and accountability for service delivery and improvement. Ensure operations follow applicable policies, privacy requirements, and compliance standards, with effective controls and escalation processes. Represent Patient Support Operations in PAR leadership discussions and cross-functional forums; communicate performance, risks, investment needs, and recommendations clearly. Lead, coach, and develop a high-performing leadership team; build a culture of accountability, collaboration, innovation, and continuous improvement. What we expect of you We are all different, yet we all use our unique contributions to serve patients. We are all different, yet we all use our unique contributions to serve patients. The Executive Director of Patient Support Operations we seek is an experienced, customer-centered operations leader who can set a clear strategic direction and deliver results at scale. This leader understands how people, process, technology, automation, and AI work together to improve the support experience for patients and HCPs. They can translate operational and customer insights into practical improvements, build strong partnerships across a matrixed organization, and lead teams through change while keeping service quality and customer needs at the center. The candidate we seek is an experienced leader with the following qualifications. They will also embody the Amgen leadership attributes which are: Inspire: Create a connected, inclusive, and inspiring work environment that empowers talent to thrive Accelerate: Enable speed that matches the urgency of patient needs by encouraging progress over perfection Integrate: Connect the dots to amplify the collective power of Amgen to drive results for patients, staff, and shareholders Adapt: Lead through change by adapting to an ever-changing environment and defining a clear course of action to deliver results Basic Qualifications: 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 Preferred Qualifications: Advanced degree in business, healthcare, operations, technology, or a related field Experience leading patient support, healthcare, or customer contact center operations in a complex, regulated environment Ability to set strategy and improve service delivery across multiple contact center teams, programs, or portfolios Experience developing and implementing automation, AI, digital service, or self-service strategies in customer operations Understanding of patient access, reimbursement, healthcare services, and the needs of patients, caregivers, and HCPs Experience using customer feedback, call analytics, and operational data to identify service barriers, set priorities, and measure outcomes Background in contact center performance management, including service levels, quality, workforce planning, productivity, and customer experience Experience leading technology-enabled transformation and partnering with Business Technology, Analytics, and operational teams to implement and sustain change Experience managing external vendors and partners through clear governance, service expectations, and performance accountability Ability to lead, coach, and develop leaders and teams, and to influence senior stakeholders across a matrixed organization Executive communication, strategic thinking, change leadership, and problem-solving skills, including the ability to turn complex operational needs into clear priorities Ability to balance customer needs, employee experience, operational performance, compliance, and cost What you can expect of usAs we work to develop treatments