Senior Manager, Talent Experience and Operational Excellence

Career Category

Human Resources

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Job Description

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. 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 Will You Do

Role Purpose

The Senior Manager, HR Experience & Operational Excellence is a strategic leader responsible for designing, developing, and deploying the enterprise-wide Employee Experience and Operational Excellence strategy within the Talent Experience & Operations vertical.

This role drives initiatives that enhance the employee journey, strengthen service delivery performance, and embed a culture of continuous improvement across HR. The incumbent leads programs focused on experience measurement, service effectiveness, and process transformation, ensuring HR services are efficient, user-centric, and aligned with Amgen’s transformation and growth agenda.

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Key Responsibilities

1. Employee Experience Design & Strategy

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Lead the design, implementation, and governance of the Employee Experience Framework, encompassing key moments that matter across the employee lifecycle.

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Define and maintain a consistent, measurable approach to experience design, ensuring alignment with HR strategy and enterprise values.

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Develop and embed methodologies for journey mapping, voice-of-employee feedback, and sentiment analysis to capture insights across HR touchpoints.

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Translate feedback and data into targeted improvement actions that elevate employee experience and engagement.

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Partner with HR Centres of Excellence (COEs), Business HR, and HR Operations to embed experience-led practices into HR programs and services.

2. Operational Excellence & Service Optimization

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Lead the Operational Excellence tower, overseeing the identification, design, and delivery of process improvement and standardization initiatives across HR.

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Drive process simplification, automation, and value stream optimization to enhance HR service delivery efficiency and effectiveness.

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Own Service Performance Framework, defining KPIs, SLAs, and quality measures that ensure consistent global service delivery.

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Partner with HR Technology and Service Management teams to align process design with digital enablement and workflow optimization.

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Ensure Operational Excellence outcomes are data-driven, sustainable, and integrated with the broader HR Transformation roadmap.

3. Experience Measurement & Insights

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Lead the measurement of employee and customer satisfaction across HR services through surveys, dashboards, and analytics.

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Leverage analytics and insights to influence HR decision-making, prioritization, and investment in service enhancement.

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Present trends, insights, and improvement recommendations to leadership and governance forums.

4. Transformation & Change Leadership

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Act as a key driver of the Transformation agenda, ensuring experience and operational excellence principles are embedded in all service design initiatives.

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Lead cross-functional project teams to design and deploy new service models, process improvements, and experience enhancements.

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Champion a culture of operational excellence and employee-centric design within the HR function.

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Partner with Change Management teams to drive adoption of new HR processes, tools, and experience-led approaches globally.

5. Governance & Stakeholder Engagement

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Maintain governance frameworks for HR service quality, experience metrics, and process documentation.

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Partner with senior leaders and business stakeholders to align initiatives with enterprise transformation goals.

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Represent the Talent Experience & Operations function in relevant forums.

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Ensure compliance, risk, and control standards are integrated into all operational and experience initiatives.

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Key Deliverables

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Enterprise-wide Employee Experience Framework and governance model.

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Experience measurement and reporting dashboards with actionable insights.

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Operational Excellence roadmap and successfully delivered transformation projects.

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Standardized HR processes with improved performance metrics and service quality.

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Enhanced employee and HR partner satisfaction across HR services.

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Experience & Qualifications

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Experience: 14+ years of progressive experience in HR Service Delivery, Operational Excellence, or HR Transformation, with demonstrated leadership of global or regional programs.

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Education: Bachelor’s or master’s degree or equivalent experience

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Technical & Methodological Expertise:

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Expertise in Employee Experience Design, Service Delivery Governance, and Process Excellence.

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Strong command of methodologies such as Lean, Six Sigma, and Design Thinking.

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Proficiency in HR systems (Workday, ServiceNow) and data visualization tools (Power BI, Tableau).

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Experience in developing experience and performance metrics frameworks.

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Preferred Certifications: Lean Six Sigma Green/Black Belt, ITIL, or equivalent.

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Core Competencies:

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Strategic and analytical thinker with strong execution discipline.

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Proven leadership in large-scale HR transformation or service excellence programs.

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Ability to influence senior stakeholders and lead global, cross-functional teams.

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Strong storytelling and data visualization skills to communicate insights effectively.

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Deep understanding of employee experience, service delivery models, and HR operations

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.

In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

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Apply now for a career that defies imagination

Objects in your future are closer than they appear. Join us.

careers.amgen.com

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.

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