HUB Operations Senior Manager

Amgen • Tampa, FL

6d • Hybrid

About The Position

Within Global Commercial Operations, we provide the capabilities, resources, and rewards of a global enterprise, while maintaining the entrepreneurialism and verve that marked our early days as a biotechnology pioneer. We encourage our team members to have fulfilling and meaningful careers through challenging assignments, career development, and valuable opportunities. As HUB Operations Senior Manager, you will lead operational excellence, systems enablement, and continuous improvement for patient support services across the Medical Benefit Portfolio. Reporting to the Director, HUB Services, Patient Access, you will partner with internal teams and strategic vendors to improve the patient and provider experience, strengthen reimbursement support, and deliver scalable, compliant operations.

Requirements

• Doctorate degree and 2 years of Marketing and/or business experience in a role aligned with a Marketing/Sales/hub commercial organization OR Master’s degree and 4 years of Marketing and/or business experience in a role aligned with a Marketing/Sales/hub commercial organization OR Bachelor’s Degree and 6 years of Marketing and/or business experience in a role aligned with a Marketing/Sales commercial/hub organization OR Associate’s Degree and 10 years of Marketing and/or business experience in a role aligned with a Marketing/Sales commercial/hub organization OR High school diploma / GED and 12 years of Marketing and/or business experience in a role aligned with a Marketing/Sales commercial/hub organization

Nice To Haves

• Experience in access and reimbursement from a program development, marketing, sales, or operations perspective.
• Call-center or reimbursement-hub management experience in the pharmaceutical or consumer industry.
• At least two years of people-management experience or demonstrated leadership experience leading teams, projects, programs, or resource allocation.
• Consulting-oriented skills, including critical thinking, project planning, presentation development, and proficiency in PowerPoint and Excel.
• Process-management experience that improves efficiency and optimizes programs.
• A continuous-improvement and innovation mindset focused on delivering an excellent customer experience.
• Strong analytical skills, including basic financial modeling and advanced Excel skills, with close attention to detail.
• Strong project-management skills, with the ability to deliver complex projects on time and within budget.
• Strong written and verbal communication skills, including the ability to translate Amgen business requirements into operational programs at partner organizations and build productive agreements across diverse internal and external stakeholders.
• Leadership skills, including the ability to provide direction, strategy, and mentoring to assigned operations managers.

Responsibilities

• Lead operational initiatives supporting the Patient Services HUB and reimbursement-support services for patients and healthcare providers (HCPs).
• Serve as the business lead for the design, enhancement, and adoption of patient-service technology, including CRM platforms, HCP-facing tools, reporting, and field analytics.
• Lead, coach, and develop the HUB Services team, establishing clear performance expectations and supporting career growth.
• Design and optimize patient and provider coverage-support processes, including benefits investigation, prior authorization, appeals, coverage-resource identification, and related standard operating procedures.
• Provide operational leadership for system-related support, including field training, issue triage, and resolution of workflow or technology issues.
• Represent Patient Access as the operational lead for new HUB initiatives involving strategic vendors.
• Coordinate payer-policy and plan updates with vendors across the portfolio, including assessing impacts to electronic benefit verification and related workflows.
• Partner with the HUB team to develop, maintain, and implement system-enabled SOPs and operational documentation.
• Collaborate cross-functionally to drive process efficiencies across patient-access vendors, including field reimbursement, fulfillment, and nursing-support partners.
• Manage Medical, Legal, and Regulatory review and approval of unbranded call-center materials and training resources.
• Identify and evaluate opportunities to improve performance, scalability, and the overall patient and provider experience across the PSP portfolio.

Benefits

• A 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
• Flexible work models, including remote and hybrid work arrangements, where possible

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Ph.D. or professional degree