Manager Expense Audit and Customer Success

Manager, Expense Audit and Customer Success

Roles & Responsibilities

• Team Leadership:

  Lead and develop a team responsible for expense report audits and customer support for corporate services. You will provide key performance indicator (

  KPI

  ) data to leadership and conduct team training and knowledge workshops.

• Compliance & Audit:

  Review policy violations and coordinate with internal stakeholders, including the Worldwide Compliance & Business Ethics team. You will ensure timely resolution of escalated audit issues and customer inquiries.

• Customer Support & Process Improvement:

  Monitor service levels and manage the resolution of customer support issues. You will collaborate with global partners to standardize processes and implement improvements.

• Technology & Innovation:

  Drive the refinement and management of Amgen's corporate services

  AI

  assistant. You will also have experience managing ticketing systems.

Qualifications

• A Bachelor's degree with experience in financial operations (including Travel & Expense administration, Financial Planning & Analysis, or Procurement) or in a customer-facing role.
• Experience managing or supervising a team.
• Deep knowledge of

  Travel & Expense

  management technologies (

  e.g., SAP Concur, Oversight, etc.

  ) and policy enforcement.
• Familiarity with audit or compliance functions in highly regulated industries.
• Experience managing ticketing systems (

  e.g., ServiceNow

  ).

Soft Skills

• Leadership:

  Strong leadership, coaching, and mentoring skills.

• Communication:

  Clear and concise communication skills, with effective conflict resolution and decision-making skills.

• Customer Focus:

  A customer service-oriented mindset with a strong ability to demonstrate empathy.

• Problem-Solving:

  The ability to identify and suggest improvements to processes.

• Analytical Skills:

  Strong data analysis and reporting capabilities.