Executive Director, Patient Support Ops & AI Enablement

Amgen; United States; Hybrid; USD 259,000 - 350,000; Full time

Benefits offered by this job

Comprehensive benefits package

Stock-based incentives

Flexible work arrangements

Job summary

Amgen is seeking an Executive Director to lead Patient Support Operations within PAR, directing contact center strategy, people, processes, and technology. You’ll partner with capability leaders, brand teams, and tech partners to deliver scalable, empathetic service and continuous improvement.

You will set the vision for AI integration, optimize access and quality, and build a high-performing leadership team to drive patient and HCP satisfaction at scale.

Qualifications

• Experience leading patient support, healthcare, or customer contact center operations.
• Experience developing and implementing automation, AI, or digital self-service strategies.
• Ability to lead in a matrixed organization and to influence senior stakeholders.

Responsibilities

• Set strategy and operating model for Patient Support Operations in PAR.
• Lead cross-portfolio contact center activities to ensure a customer-centered experience.
• Define AI/automation roadmap and ensure alignment with technology platforms.
• Oversee performance metrics, service levels, and cost management.
• Develop workforce, training, and capacity planning aligned to demand.
• Lead vendor relationships with clear governance and accountability.

Skills

Leadership

Strategy development

Operations management

AI & automation

Vendor management

Executive communication

Education

Doctorate degree in Marketing

Master’s degree in Marketing

Bachelor’s degree in Marketing

Job description

Amgen is seeking an Executive Director to lead Patient Support Operations within PAR, directing contact center strategy, people, processes, and technology. You’ll partner with capability leaders, brand teams, and tech partners to deliver scalable, empathetic service and continuous improvement.

You will set the vision for AI integration, optimize access and quality, and build a high-performing leadership team to drive patient and HCP satisfaction at scale.