Manager Expense Audit and Customer Success

We are seeking a Manager, Expense Audit and Customer Success to lead a team of professionals supporting Amgen's global workforce. This role involves overseeing expense report audits for policy compliance and handling a wide range of corporate services inquiries. You will be a strong leader, responsible for driving efficient issue resolution, conducting training, and continuously improving service delivery. This position is crucial for maintaining internal controls and ensuring employees can quickly resolve administrative issues.

Roles & Responsibilities

• Team Leadership: Lead and develop a team responsible for expense report audits and customer support for corporate services. You will provide key performance indicator (KPI) data to leadership and conduct team training and knowledge workshops.
• Compliance & Audit: Review policy violations and coordinate with internal stakeholders, including the Worldwide Compliance & Business Ethics team. You will ensure timely resolution of escalated audit issues and customer inquiries.
• Customer Support & Process Improvement: Monitor service levels and manage the resolution of customer support issues. You will collaborate with global partners to standardize processes and implement improvements.
• Technology & Innovation: Drive the refinement and management of Amgen's corporate services AI assistant. You will also have experience managing ticketing systems.

Qualifications

• A Bachelor's degree with experience in financial operations (including Travel & Expense administration, Financial Planning & Analysis, or Procurement) or in a customer-facing role.
• Experience managing or supervising a team.
• Deep knowledge of Travel & Expense management technologies (e.g., SAP Concur, Oversight, etc.) and policy enforcement.
• Familiarity with audit or compliance functions in highly regulated industries.
• Experience managing ticketing systems (e.g., ServiceNow).

Soft Skills

• Leadership: Strong leadership, coaching, and mentoring skills.
• Communication: Clear and concise communication skills, with effective conflict resolution and decision-making skills.
• Customer Focus: A customer service-oriented mindset with a strong ability to demonstrate empathy.
• Problem-Solving: The ability to identify and suggest improvements to processes.
• Analytical Skills: Strong data analysis and reporting capabilities.