Executive Director, Patient Support Ops & AI Automation

Amgen; Jacksonville (FL); Hybrid; USD 259,000 - 350,000; Full time

Job summary

Amgen Inc. seeks an Executive Director to set the strategy and direction for Patient Support Operations within PAR. You will lead patient and healthcare professional contact center activities, shaping the operating model, automation, and AI initiatives to enhance access and service quality.

You will partner with business technology, analytics, and brand teams to translate insights into prioritized improvements, while building a high‑performing leadership team and ensuring regulatory compliance.

Qualifications

• Doctorate, Master’s, or Bachelor’s in Marketing with extensive leadership experience.
• 6+ years of managerial leadership experience.
• Experience managing cross‑functional teams and complex programs.

Responsibilities

• Set strategy and operating model for Patient Support Operations.
• Lead patient and HCP contact center activities across the portfolio.
• Direct automation and AI strategy to improve self‑service and routing.
• Oversee performance, quality, and customer experience metrics.
• Partner with business and technology teams to implement capabilities.
• Lead vendor relationships with governance and accountability.
• Coach and develop a high‑performing leadership team.

Skills

Executive leadership

Strategic thinking

Change leadership

Stakeholder management

Operations leadership

Education

Doctorate degree in Marketing

Master’s degree in Marketing

Bachelor’s degree in Marketing

Job description

Amgen Inc. seeks an Executive Director to set the strategy and direction for Patient Support Operations within PAR. You will lead patient and healthcare professional contact center activities, shaping the operating model, automation, and AI initiatives to enhance access and service quality.

You will partner with business technology, analytics, and brand teams to translate insights into prioritized improvements, while building a high‑performing leadership team and ensuring regulatory compliance.