Executive Director, Patient Experience

The posting

Job Title: Executive Director, Patient Experience

Job Location: Los Angeles, California, United States

Job Location Type: Remote

Job Contract Type: Full-time

Job Seniority Level:

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.

Key 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.

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The Executive Director of the Patient Experience Center of Excellence we seek is an enterprise-minded leader who can connect brand strategy, patient and provider needs, and PAR capabilities to improve the access experience. This leader can set a clear direction for a growing team, build trust across a matrixed organization, and turn complex journey insights into focused priorities and measurable action. They will also embody the Amgen leadership attributes which are:

• Inspire: Create a connected, inclusive, and inspiring work environment that empowers talent to thrive
• Accelerate: Enable speed that matches the urgency of patient needs by encouraging progress over perfection
• Integrate: Connect the dots to amplify the collective power of Amgen to drive results for patients, staff, and shareholders
• Adapt: Lead through change by adapting to an ever-changing environment and defining a clear course of action to deliver results

Basic Qualifications:

• 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

Preferred Qualifications:

• 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

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.The expected annual salary range for this role in the U.S. (excluding Puerto Rico) is $258,863 to $350,227. Actual salary will vary based on several factors including, but not limited to, relevant skills, experience, and qualifications.In addition to the base salary, Amgen offers a Total Rewards Plan, based on eligibility, comprising of health and welfare plans for staff and eligible dependents, financial plans with opportunities to save towards retirement or other goals, work/life balance, and career development opportunities that may include:

• 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. Refer to the Work Location Type in the job posting to see if this applies.

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 and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease. Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law.We will ensure that individuals with disabilities are provided 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 accommodation. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.Amgen does not have an application deadline for this position; we will continue accepting applications until we receive a sufficient number or select a candidate for the position. Sponsorship for this role is not guaranteed.

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