CRM Business Operations Manager

Amgen SA; Lisboa; On-site; EUR 60,000 - 90,000; Full time

Job summary

AMGEN Capability Center Portugal, located in Lisbon, seeks a CRM Business Operations Manager to lead CRM support for Outside US regions and ELMC activities, ensuring timely guidance and service while collaborating with affiliates, CRM platforms, and IT teams.

The role oversees first-line CRM support, defines priorities, improves processes, and guides onboarding for Business Analysts, driving efficiency with automation and AI-enabled tools, and ensuring communication during CRM issues.

Qualifications

• Experience leading or coordinating teams in commercial operations, Field Excellence, Sales Operations, CRM operations, or business systems support.
• Strong understanding of CRM processes and best practices.
• Ability to coach colleagues and manage multiple stakeholders across regions.

Responsibilities

• Lead and support the CRM Business Operations Support team, setting priorities and ensuring consistent, well-documented requests.
• Oversee first-line CRM and business-process support, routing to IT/CRM platform as needed.
• Ensure service quality with data loads, exports, surveys, territory updates, and user/setup support.
• Review recurring issues, drive root-cause analysis, and coordinate permanent fixes and communications.
• Lead onboarding for new Business Analysts and maintain updated guidance and training materials.
• Identify opportunities to improve efficiency, self-service, and user experience with automation.
• Represent the function in projects and maintain strong relationships with stakeholders and regional teams.

Skills

Team leadership

CRM operations

Stakeholder management

Process improvement

Tools

Veeva CRM

Salesforce

Job description

Join our team at AMGEN Capability Center Portugal, consistently recognized among the top companies in the Best Workplaces(TM) ranking by Great Place to Work(R) in Portugal. In 2026, we were once again distinguished as one of the top Best Workplaces in the country (category 201-500 employees), reinforcing our commitment to an exceptional employee experience and workplace culture.

We are a team of over 500 talented individuals, spanning more than 30 functions and areas of expertise, and representing over 40 nationalities. Together, we bring diverse perspectives and professional backgrounds to help shape the future of healthcare through innovation and technology.

This is your opportunity to explore a world of possibilities across areas such as Data & Analytics, Digital, Technology & Innovation, Cybersecurity, R&D Operations, Global Distribution, Finance, Regulatory Affairs, General & Administrative, Human Resources, and many more.

Located in the heart of Lisbon, our AMGEN office fosters a culture of innovation, excellence, and purpose. Come thrive with us at AMGEN, supporting our mission To Serve Patients.

What we do at AMGEN matters in people's lives.

CRM Business Operations Manager

Role overview

The Manager leads CRM business and operational support across Outside US (OUS) focussing on ELMAC, ensuring users receive timely, accurate guidance and service. The role oversees request resolution and day-to-day service delivery while building team capability, improving processes, supporting clear community communication, and strengthening collaboration with the affiliates, CRM platform and Technology teams.

Key responsibilities

• Team leadership and service delivery — Lead and support the CRM Business Operations Support team. Set priorities, balance incoming demand with improvement work, and ensure requests are handled consistently, documented clearly, and escalated appropriately.
• CRM and business support oversight — Oversee first-line support for CRM and related business-process questions. Help the team distinguish business guidance and operational requests from technical defects or development needs, and maintain effective routes to CRM Platform and IT colleagues.
• Operational quality and controls — Ensure CRM service requests—including data loads and validation, exports, survey setup, territory updates, user and product set up support—follow approved procedures, templates, and quality checks. Monitor service quality and address gaps.
• Recurring issues and communication — Review recurring problems and service trends, guide root-cause investigation, and prioritize permanent fixes and process improvements. Coordinate clear communications to the CRM Community during broad CRM issues or outages, working with the appropriate teams.
• Business analyst onboarding and enablement — Lead the onboarding approach for new Business Analyst (BA) users and ensure it is consistent and effective. Oversee updates to how-to guides, procedures, training, and reference materials, keeping them aligned with current guidance and each release.
• Efficiency and continuous improvement — Identify opportunities to improve service efficiency, consistency, self-service, and user experience. Encourage appropriate use of approved automation and AI-enabled tools, and ensure changes are practical and well controlled.
• Project and stakeholder partnership — Represent the support function in team projects, such as CRM Scan or Field Excellence Summit preparations, while maintaining service coverage. Build effective working relationships with business stakeholders, regional teams, the CRM platform team, and Technology teams.

Role balance and collaboration

The Manager is accountable for reliable request and ticket resolution while also developing the team’s capability and improving the service. Priorities and project participation should reflect incoming demand and available capacity. The team partners with business stakeholders and the CRM team, routing technical defects and system development needs to the appropriate IT or product teams.

Qualifications and capabilities

Experience leading or coordinating teams in commercial operations, Field Excellence, Sales Operations, CRM operations, or business systems support.

Strong understanding of CRM business processes; Veeva CRM or Salesforce experience is preferred.

Demonstrated ability to lead service delivery, set priorities, coach colleagues, and improve processes while maintaining quality and attention to detail.

Strong communication and stakeholder-management skills, including the ability to coordinate across regional and cross-functional teams.

Ability to distinguish business questions and operational requests from technical defects or enhancements.

Knowledge of territory alignment, customer data, key messages, surveys, cycle planning, field force processes, compliance, or data governance is an advantage.

Measures of success

Timely, accurate, and consistent support; improved first-time-right execution and fewer repeat issues; effective communication during broad CRM issues; smooth BA onboarding; current guidance and training materials; stronger team capability; and practical improvements in efficiency and user experience.

EQUAL OPPORTUNITY STATEMENT

Amgen is an Equal Opportunity employer and will consider you without regard to your race,colour, 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 with reasonable accommodation toparticipatein the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.