Executive Director, Patient Experience
About The Position
Join Amgen’s Mission of Serving Patients At Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do. Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. Amgen is advancing a broad and deep pipeline of medicines to treat cancer, heart disease, inflammatory conditions, rare diseases, and obesity-related conditions. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career. What you will do Let’s do this. Let’s change the world. In this vital role, the Executive Director will establish and lead the Patient Experience Center of Excellence (COE) within Patient Access & Reimbursement (PAR). The COE will connect brand priorities with the access, reimbursement, and patient support capabilities that help patients receive their prescribed therapies. Reporting to the Associate Vice President of PAR, the Executive Director will lead a team of Patient Experience leaders who serve as the primary PAR partners to their assigned brand teams. The Executive Director will set the COE’s strategy, operating model, and priorities; ensure consistent, high-quality partnership across portfolios. The role will oversee post-prescription journey effectiveness and prioritization, aligning brand and PAR partners around measurable improvements to the patient and provider experience.
Requirements
- Doctorate degree & 6 years of Marketing experience OR
- Master’s degree & 10 years of Marketing experience OR
- Bachelor’s degree & 12 years of Marketing experience AND
- 6 years of managerial experience directly managing people and/or leadership experience leading teams, projects, programs or directing the allocation of resources
Nice To Haves
- Advanced degree in business, marketing, healthcare, public health, or a related field
- Experience in patient access, access marketing, patient support, market access, brand marketing, or a related healthcare field
- Experience developing patient support strategies and improving patient or HCP experiences across complex access journeys
- Experience leading enterprise, portfolio, or cross-functional strategy and planning in a matrixed organization
- Understanding of U.S. payer dynamics, reimbursement, patient access barriers, and patient support capabilities and services
- Experience using patient, customer, market, and operational insights to set priorities, define outcomes, and recommend action
- Experience establishing performance measures and translating results into executive insights, recommendations, QBRs, or business reviews
- Ability to lead, coach, and develop teams, and to influence senior leaders and partners without direct authority
- Executive communication, facilitation, presentation, strategic thinking, and change leadership skills, including the ability to simplify complex needs into clear priorities
- Ability to balance patient and provider needs, brand priorities, enterprise considerations, and capability capacity
Responsibilities
- Establish the vision, strategy, and operating model for the Patient Experience COE, aligning its work with PAR’s enterprise priorities and the needs of patients, providers, and brand teams.
- Lead, coach, and develop Patient Experience leaders; set clear expectations, priorities, accountabilities, and development opportunities.
- Serve as the senior PAR partner to brand leadership, building strong relationships and connecting brand strategy and dynamic planning with patient support and access priorities.
- Oversee the COE’s portfolio partnerships, including the respiratory, cardiovascular, oncology, inflammation, and bone health portfolios, ensuring each portfolio has a clear view of its patient and provider journey, access barriers, and improvement priorities.
- Guide the design of future-state patient and HCP journeys and translate journey needs into service model requirements across PAR capabilities.
- Ensure Patient Experience leaders convene and align cross-functional partners—including Patient Support Operations, Field Capabilities, Patient Engagement & Affordability, Business Technology, and Analytics—around portfolio needs and decisions.
- Establish governance for portfolio journey councils and working teams, including clear agendas, decision rights, follow-up, and accountability for agreed actions.
- Oversee intake and prioritization of portfolio requests. Partner with capability leaders to assess patient journey value, capacity, and feasibility, and develop recommendations for PAR and brand investment decisions.
- Ensure patient, caregiver, provider, field, payer, competitive, and operational insights inform priorities and recommendations, including actions to address continuity of access, and other sources of friction.
- Partner with PAR Analytics and capability teams to establish journey objectives, scorecards, and performance narratives. Lead executive updates and business reviews that connect results to decisions and actions.
- Work with capability leaders to translate portfolio priorities into capability roadmaps and service requirements, and monitor whether solutions improve the patient and provider experience.
- Oversee partnership with brand marketing and PAR capabilities to develop access and reimbursement messages, materials, resources, and training for HCP and patient audiences.
- Represent the COE in PAR leadership discussions and cross-functional forums; communicate portfolio needs, progress, risks, and recommendations clearly.
- Build a culture of collaboration, accountability, and continuous improvement across the COE and its partners.
Benefits
- Comprehensive employee benefits package, including a Retirement and Savings Plan with generous company contributions, group medical, dental and vision coverage, life and disability insurance, and flexible spending accounts.
- A discretionary annual bonus program, or for field sales representatives, a sales-based incentive plan
- Stock-based long-term incentives
- Award-winning time-off plans and bi-annual company-wide shutdowns
- Flexible work models where possible.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
Ph.D. or professional degree
