Manager Expense Audit and Customer Success

Role Description:

The Manager, Customer Support is responsible for overseeing a team of professionals supporting Amgen's global workforce with issues related to Travel, Expense and other corporate services and reviewing expense reports for compliance with Amgen's policies. The role is critical to Amgen's efforts to maintain its internal controls and ensure its staff can quickly and effectively resolve administrative issues so that they can focus on supporting patients. The role requires strong leadership to drive efficient and effective resolution of issues, conduct training, and continuously improve on service delivery. The Manager, Expense Audit and Customer Success will reinforce the foundational importance of internal controls, compliance and self-service to the success of Amgen.

Roles & Responsibilities:

• Lead and develop a team handling expense report audits and general corporate services (including Travel and Expense) customer support.
• Monitor service levels and provide key performance indicator data to leadership.
• Review policy violations and coordinate with internal stakeholders, including the Worldwide Compliance & Business Ethics team.
• Ensure timely resolution of escalated audit issues and customer inquiries.
• Drive the refinement and management of Amgen's corporate services AI assistant.
• Collaborate with global partners to standardize processes and implement improvements.
• Conduct team training and knowledge workshops.

Basic Qualifications and Experience:

• Bachelor's degree with 5+ years of financial operations (including Travel & Expense administration, Financial Planning & Analysis, Procurement, etc.) experience or in a customer-facing role.
• Familiarity with audit or compliance functions in industries practicing GxP or other highly regulated industries.
• Experience managing or supervising a team.

Functional Skills:

Must-Have Skills:

• Deep knowledge of Travel & Expense management technologies (e.g., SAP Concur, Oversight, etc.), processes and policy enforcement.
• Customer service oriented and strong ability to demonstrate empathy.
• Experience managing ticketing systems (e.g., ServiceNow).

Good-to-Have Skills:

• Strong data analysis and reporting capabilities.
• Ability to identify and suggest improvements to processes.

Soft Skills:

• Clear and concise communication skills.
• Strong coaching and mentoring skills.
• Effective conflict resolution and decision-making skills.