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Engagement Platform Operation Manager Full-time

de Amgen Lisboa em Lisboa (Publicado em 08-06-2022)


The Amgen Capability Center in Lisbon, Portugal (ACCP) will be home to over 300 multi-national and multi-cultural employees, representing a broad range of cross functional capabilities, including Commercial, General and Administrative, Research and Development and more. The ACCP will offer rich career growth and development opportunities, regional and global exposure and the opportunity to LIVE, WIN and THRIVE in one of Europe?s most attractive cities. Our ACCP brand new offices are located in Sete Rios, in the vibrant city center of Lisbon.

If you feel like you are part of something bigger, it?s because you are. At Amgen, our shared mission?to serve patients?drives all that we do. It is key to our becoming one of the world?s leading biotechnology companies. We are global collaborators who achieve together?researching, manufacturing, and delivering ever-better products that reach over 10 million patients worldwide. It?s time for a career you can be proud of. Join us.

Amgen provides a collaborative and creative culture in a company with a strong track record of innovation. Our culture encourages open dialogue and diverse views to land on the best solutions, and we help ensure our staff are equipped to excel today and tomorrow.

Globally, Amgen is evolving to align people, processes and technologies to meet our customers where, when and how they want to be met, something we call Customer 360 or C360.

This techno-functional role, on the Global Customer Capabilities Outside-US Ops & Implementation Team, directly supports the overall business processes, service maturity & adoption of omnichannel platforms in the ELMAC and JAPAC regions. For this role we are looking for a Platform Operations Manager for our Customer Engagement Platform: VEEVA CRM.

Engagement Platform Operation Manager


What you will do

Let?s do this. Let?s change the world. In this vital role you will have an opportunity to help shape an extraordinary customer experience!

Key Responsibilities:

  • Facilitate the operational run process of VEEVA CRM in the ELMAC region along with contributing to the implementation of build initiatives that are coming from the GCC Digital organization.

  • Streamlining CRM technology to support and accelerate the commercial strategy. This responsibility is shared with the Campaign Operations Managers in the O-US Implementation & Ops Team.

  • Building partnerships with countries teams to recommend how VEEVA CRM capabilities can accommodate business needs and be implemented across the full Customer Experience Design framework.

  • Build partnership with cross-functional teams: IS/DTI to work on platform development (UAT, testing, business process documentation) and with the Global Service Center to ensure correctness & availability of platform functionality.

  • Ensure global platform guideline adherence, coordinate platform processes, and troubleshoot issues with DTI, Global Service Center & Affiliates

  • Function as a critical link between Omnichannel Platform Operations and the Commercial Data & Analytics team


What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The professional we seek will have the following qualifications.

Basic Qualifications:

  • Academic education or experience from similar positions

  • Minimum 3 years of experience in industry

  • A good understanding of the healthcare industry

  • Strong analytical and problem resolution skills

  • Highly intellectually curious

  • Team Player

  • Superb interpersonal and organizational skills

  • Detail oriented, versatile and hard-working

  • Outstanding communication skills, both spoken and written

  • Proven relationship-building skills, and an active listener.

  • Fluency in English, both oral and written communications

Preferred Qualifications:

  • Extensive experience in CRM environment, preferably VEEVA CRM

  • Passionate about identifying and solving problems for customers with the ability to uncover business needs through direct interaction as well as quantitative or qualitative research to define compelling solutions

  • Drive/lead (technical) teams in a matrix environment. Demonstrated ability to coordinate cross-functional teams towards task completion.

  • Ability to communicate with Information Systems architects and/or 3rd parties regarding technical design trade-offs


  • Leadership & Communication

  • Natural team player who is comfortable working within multi-disciplinary groups

  • Comfortable operating in a consultative capacity with various business partners

  • Strong communicator, ability to explain complex technical issues in a way that non-technical people may understand

  • Strategic Planning

  • Strong problem solving & prioritisation skills

  • Understands wider corporate strategy & applies it to local activities, contributes to customer engagement plans across multiple channels

  • Market & Customer Understanding

  • Excellent knowledge of digital as it applies to sales and marketing communications

  • Able to apply customer centric / user needs principles to daily activities

  • Uses analytics & data to inform our understanding of customer behaviours and requirements

  • Execution Excellence

  • Finds it easy to assume different roles simultaneously in different projects e.g. leading vs supporting

  • An organised self-starter who is able to coordinate and prioritise their workload effectively

  • Experience working closely with compliance, legal and data privacy



As we work to develop treatments that take care of others, so we work to care for our teammates? professional and personal growth and well-being.

  • Vast opportunities to learn, develop, and move up and across our global organization.

  • Diverse and inclusive community of belonging, where colleagues are empowered to bring ideas to the table, take risks, and act.

  • Generous Amgen Total Rewards Plan comprising healthcare, finance, wealth and career benefits.

  • Flexible work arrangements.



In our quest to serve patients above all else, Amgen is the first to imagine, and the last to doubt. Join us.



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, or disability status.

We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Join Us

If you're seeking a career where you can truly make a difference in the lives of others, a career where you can work at the absolute forefront of biotechnology with the top minds in the field, you'll find it at Amgen.

Amgen, a biotechnology pioneer, discovers, develops and delivers innovative human therapeutics. Our medicines have helped millions of patients in the fight against cancer, kidney disease, rheumatoid arthritis and other serious illnesses.

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other but compete intensely to win. Together, we live the Amgen values as we continue advancing science to serve patients.

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