Senior Manager of Engineering, Salesforce Service Cloud

Career Category

Job Description

Join Amgen’s Mission of Serving Patients

At 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. 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.

Senior Manager of Engineering, Salesforce Service Cloud

What you will do

Let’s do this. Let’s change the world. In this vital role you will set the strategy, oversee implementation, and provide leadership for the Salesforce Health Cloud & Lifesciences Cloud Technical Product Team. You will work closely with the US Patient Access & Reimbursement business team to deliver innovative technology services and solutions that align with Amgen’s corporate strategies and goals for customer support services.

This position is critical to Amgen’s mission of enhancing programs like Patient Support Programs (PSPs) by advancing the use of Salesforce as the foundational platform. As a key leader, you will drive the transformation from a traditional project-based approach to a modern, product-led framework. You will act as a strategic bridge between Amgen’s Salesforce platform team and IT implementation teams, enabling adoption, alignment, and implementation of technical products and platforms to meet business needs.

Key Responsibilities will include:

• Contribute to product’s vision while advising and articulating program/project strategies on enabling technologies

• Drive the creation of application and technical design standards which leverage best practices and effectively integrate Salesforce into Amgen’s infrastructure

• Troubleshoot key product team implementation issues and demonstrate ability to drive to successful resolution.

• Review releases and roadmaps from Salesforce and evaluate the impacts to current applications, orgs, and solutions.

• Develop, mature and lead SAFe Agile Product teams that deliver operational excellence measured by Business (Patient Access) and DTI (SAFe) KPIs

• Consistent org-wide (USBO DTI) leadership engagement as needed to drive DTI growth and maturity priorities. Ad hoc assignments will extend across GCO DTI

• Product Management for multiple Salesforce Product Team squads of 5-11 members each

• Customer-facing to Executive Directors in the US Patient Access function and their respective leadership teams

• Benchmark Product and related Portfolio capabilities with external technology scanning and thought leader/SME engagement, and provide key inputs to Product teams

• Partner with cross-functional DTI Engineering Teams to drive continuous innovation and fail-fast experimentation with Generative/Predictive AI, advanced Machine Learning, and automation capabilities

• Manage TCO and budgets in line with Business and Finance’s operating expense guidelines

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The management professional we seek will have with these qualifications.

Qualifications:

Doctorate degree and 2 years of Information Systems experience

Or

Master’s degree and 4 years of Information Systems experience

Or

Bachelor’s degree and 6 years of Information Systems experience

Or

Associate’s degree and 10 years of Information Systems experience

Or

High school diploma / GED and 12 years of Information Systems experience

Preferred Qualifications:

• Experience in leading technical Feature and DevOps teams in enterprise-class CRM system used for executing patient support programs.

• Good communication skills to work across and up the organization to influence, negotiate, and handle partner concerns across disparate sets of cross-functional partners

• Demonstrable interpersonal and conflict management experience in securing alignment across partners and deliver outcomes with minimal direction or supervisory intervention

• Demonstrated high learning agility with a solid sense of ownership, urgency and drive. Adept at operating with ambiguity and in experimenting in quick-learning cycles

• SAFe Certification(s) and Lean-Agile Leadership experience

• Experience in bringing new products to market from proofs-of-concept to operating at scale

• Excellent communication skills to work across and up through the organization, including escalation and mitigation of issues, risks, and business impacts

• Experience and certified in technologies such as AWS, Salesforce, and enterprise grade applications

• Salesforce Health Cloud, Salesforce Admin, Advanced Admin, Platform Builder required; Salesforce Certified Technical Architect a plus.

• Extensive hands-on technical and solution implementation experience with the Salesforce Lightning Platform, Sales Cloud and Service Cloud, demonstrating positions of increasing responsibility and management/mentoring of more junior technical resources

• Proven experience and ability to develop custom configured, Visualforce and Lightning applications on the platform.

• Demonstrable knowledge of the capabilities and features of Service Cloud and Sales Cloud.

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the

way.

The expected annual salary range for this role in the U.S. (excluding Puerto Rico) is posted. Actual salary will vary based on several factors including but not limited to, relevant skills, experience, and qualifications.

In addition to the base salary, Amgen offers a Total Rewards Plan, based on eligibility, comprising of health and welfare plans for staff and eligible dependents, financial plans with opportunities to save towards retirement or other goals, work/life balance, and career development opportunities that may include:

• A comprehensive employee benefits package, including a Retirement and Savings Plan with generous company contributions, group medical, dental and vision coverage, life and disability insurance, and flexible spending accounts

• A discretionary annual bonus program, or for field sales representatives, a sales-based incentive plan

• Stock-based long-term incentives

• Award-winning time-off plans

• Flexible work models, including remote and hybrid work arrangements, where possible

Apply now and make a lasting impact with the Amgen team.

careers.amgen.com

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Application deadline

Amgen does not have an application deadline for this position; we will continue accepting applications until we receive a sufficient number or select a candidate for the position.

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law.

We will ensure that individuals with disabilities are provided 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 accommodation.

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