Program Operations Associate

Job Details

GCC, L3 Speaker Program Operations Associate

Job description

This role provides operational, systems, reporting, and analytics support across the SPaCEE ecosystem, with focused focused partnership on Speaker Program & Congress Operations. It ensures data integrity, supports platform functionality, and builds insights and reporting that enable visibility into engagement, performance, and operational efficiency. The position plays a key role in day-to-day execution while helping shape future analytical capabilities.

Responsibilities of this position will include:

Field Support & Escalation Leadership

• Serve as the primary point of contact for SPaCEE system support and business teams.

• Resolve technology and service-delivery issues across data platforms and associated systems.

• Maintain the SharePoint escalation hub and ensure timely communication with cross-functional partners.

• Provide direct support for Centris platform issues, troubleshooting, and inquiry response.

Systems, Data Integrity & Change Management

• Lead Centris change management cycles, including vendor coordination, testing, validation, and documentation.

• Manage quarterly realignments, new product onboarding, and field-force restructuring activities.

• Conduct Quarterly User Access Reviews for field, vendor, and home-office roles.

• Ensure stable data feeds between connected systems and oversee semester checks for accuracy.

• Support platform maintenance releases, upgrades, and cross-system dependency assessments.

Reporting, Data, and Analytics

• Develop and maintain dashboards, scorecards, and automated reports (Tableau, Power BI, Salesforce/Centris).Ensure accuracy and integrity of program data across all systems and vendors.

• Build and automate reporting for routine, ad hoc, and executive-level needs to support operational and strategic decision-making.

• Analyze program data to identify trends, efficiency gains, and opportunities for optimization.

• Deliver action-oriented insights and recommendations during quarterly and annual business reviews.

Congress & Speaker Program Integration (ROE/ROS, Customer Journey)

• Lead the development of the Congress Performance Dashboard measuring ROE (Return on Engagement) and ROS (Return on Spend).

• Automate follow-up call tracking for HCPs and prescribers attending Speaker Programs.

• Deliver unified reach, engagement, and conversion metrics across Speaker Programs and Congresses to inform future strategy and brand planning.

Process Optimization & Documentation

• Maintain and improve process documentation, workflows, and SOP alignment.

• Partner with IS, Commercial, and vendor teams to implement enhancements, streamline data interfaces, and drive continuous improvement.

• Build and maintain automated reports and insights packages that support greater operational efficiency.

Basic Qualifications

• Bachelor's degree & 4 years of directly related experience OR

• Associate’s degree & 6 years of directly related experience OR

• High school diploma / GED & 8 years of directly related experience

Preferred Qualifications

• Bachelor’s degree and 4 years experience in Marketing Operations, Sales Operations, Project Management, Marketing, Pharmaceutical/ Biotechnology Industry OR

• Experience with managing relationships with key stakeholders

• Experience managing competing demands and priorities

• Strong time management, organization, and prioritization skills

• Strong problem-solving skills

• Strong written and verbal communication skills

• Exceptional attention to detail with the ability to multi-task

• Ability to work well in teams and interact effectively with various levels of management

• Willingness to be flexible to meet team goals and priorities

• Strong computer and database skills with Microsoft Word, PowerPoint, Excel, Outlook, and Teams

• Experience with databases and business analysis tools (e.g., Sales Force, Tableau, Power BI, SharePoint, Learning Management Systems) a plus

Competencies

• Be Ethical - Encourages others to stay open to, seek, and learn from diverse perspectives.

• Create Value for Patience, Staff, and Stockholders - Is dedicated to meeting the expectations and requirements of internal and external stakeholders.

• Work in Teams - Ensures that the team’s plans and priorities are aligned and coordinated across different areas of the organization.

• Collaborate, Communicate, and Be Accountable - Holds self and team accountable for outcomes (e.g., achieving goals and complying with policies and procedures).

• Shapes Amgen’s Future - Considers future possibilities and scenarios that may affect the team/organization.

• Develops the Best Teams - Ensures that all team members are motivated to work toward common goals.

• Delivers Results - Addresses risks and contingencies as part of the planning process.