What you will do
In this vital role the Sales Operations Manager, Cross Systems Program Management will serve as the business owner for key field-facing capabilities that are enabled by multiple platforms, systems, and functions. Additionally, this individual will ensure that cross-systems processes are seamlessly executed, delivering consistent, reliable, and impactful capabilities to our US field sales teams. This role requires a balance of program management, systems and integration knowledge, process optimization, and business partnership to ensure that our ecosystem of field systems and capabilities works in harmony to support sales productivity and customer engagement.
Responsibilities
Program & Capability Ownership
- Serve as the business owner for selected field-facing capabilities that rely on multiple platforms and systems and functions to deliver value
- Manage end-to-end program lifecycle from requirements definition to delivery, adoption, and continuous improvement
- Partner with Amgen Technology teams, platform owners, and business stakeholders to ensure capabilities are aligned to field and brand needs
Cross-System Process Management
- Design, manage, and optimize cross-system workflows and processes (e.g. sales ops quarter switch process) to ensure seamless execution across teams
- Proactively identify risks, dependencies, and bottlenecks that could impact delivery and take corrective action
- Develop and enforce governance structures to ensure consistent data, processes, and integrations across systems and teams
Product Launch Playbook Leadership
- Create, own, and continuously improve the Field Systems & Capabilities Product Launch Playbook, ensuring all cross-system dependencies are identified and executed flawlessly
- Coordinate activities across Field Excellence to ensure readiness for product launches
- Drive alignment on roles, responsibilities, and timelines for launch activities, ensuring a consistent, repeatable framework for success
- Measure launch execution effectiveness and recommend improvements for future launches
Stakeholder Engagement & Alignment
- Partner closely with brand teams, field leadership, and business stakeholders to deeply understand business objectives, workflows, and user pain points
- Translate stakeholder needs into clear, detailed business requirements and partner with Amgen Technology and platform teams to shape technical solutions
- Act as a trusted advisor by challenging assumptions, recommending best practices, and ensuring that solutions are fit-for-purpose and scalable
- Build strong, ongoing relationships with stakeholders to continuously refine capabilities, incorporate feedback, and ensure alignment with evolving business strategies
Planning & Execution
- Build and manage program roadmaps, ensuring deliverables are on time, within scope, and aligned with strategic priorities
- Develop and maintain RACI frameworks to clearly define roles and responsibilities across cross-functional teams
- Support change management, training, and communication efforts to drive adoption of new or enhanced capabilities
Measurement & Continuous Improvement
- Define and track KPIs to measure program success, system performance, and field adoption
- Quantify the business impact of cross-system capabilities, identifying opportunities for expansion, optimization, or decommissioning
- Continuously benchmark against industry best practices to evolve Amgens field systems strategy
Program Governance
- Establish and maintain clear program and process documentation, including process maps, standards, playbooks, and operating procedures for cross-systems capabilities
- Create, publish, and enforce standards and best practices to ensure consistency of capability delivery across field teams and to ensure ability to support capability at scale
- Facilitate alignment sessions with stakeholders to define and agree on standards, ensuring buy-in and adoption of across functions
- Monitor adherence to governance processes, escalating gaps or risks and driving resolution
- Continuously refine standards and processes based on feedback, lessons learned, and industry best practices to ensure long-term scalability and sustainability
What we expect of you
We are all different, yet we all use our unique contributions to serve patients. The Sales Operations professional we seek has these qualifications.
Basic Qualifications
- Masters degree & 8+ years of experience in Bio/Pharmaceutical Analytics, Data, and Reporting or Data Engineering
- Bachelors degree & 10+ years of experience in Bio/Pharmaceutical Analytics, Data, and Reporting or Data Engineering
Preferred Qualifications
- Program Management & Governance
- Proven experience managing complex, cross-functional programs that involve multiple systems and stakeholder groups
- Strong background in program governance, RACI management, and roadmap planning
- Experience with process optimization and workflow management in enterprise environments
- Prior experience creating or managing launch playbooks, readiness frameworks, or large-scale program rollouts
- Systems & Technical Acumen
- Familiarity with enterprise platforms supporting field sales (e.g., Veeva CRM, BI tools like Tableau, Incentive Compensation systems, Alignment & Roster Management systems, data integration platforms)
- Understanding of cross-system dependencies and ability to identify, manage, and resolve integration challenges
- Experience designing and managing capabilities that span multiple platforms/functions with a focus on consistency, reliability, and scalability
- Business Partnership & Communication
- Strong ability to translate business needs into technical requirements and ensure alignment across business and Technology teams
- Skilled communicator who can simplify complex system interactions for business stakeholders
- Demonstrated ability to influence across functions and drive alignment in ambiguous or complex environments
- Measurement & Value Delivery
- Experience defining KPIs to measure program success, user adoption, and business impact
- Proven ability to assess program performance and make recommendations to expand, modify, or sunset capabilities based on value delivered
- Track record of driving continuous improvement and innovation within sales operations or systems programs
- Leadership & Other Qualifications
- Strong organizational skills with the ability to manage multiple priorities and deadlines
- Collaborative mindset with the ability to lead through influence in a matrixed environment
- Highly proactive problem-solver with attention to detail and accountability
- Industry & Domain Knowledge
- Experience working with commercial data sets in Bio/Pharmaceutical industry (e.g. sales, CRM, Patient Hub data, Field Force Effectiveness metrics)
- Strong understanding of Bio/Pharmaceutical field force effectiveness, commercial field operations processes, and commercial field systems is highly desirable.
