Manager, Membership – Contracts & Pricing Execution (AIN)

What you will do

As the Manager, Membership – Contracts & Pricing Execution (AIN), you will lead the execution, governance, and continuous improvement of U.S. Membership operations supporting Amgen's commercial contracting and market access organization. You will oversee customer eligibility, GPO alignments, customer onboarding, membership maintenance, contract alignment, customer master data governance, 340B/PHS eligibility management, rebate and pricing-related customer support, and operational controls.

Reporting to the Senior Manager/Director, Contracts & Pricing Execution, you will partner closely with Membership SMEs, Market Access, Contracting, Pricing, Government Pricing, Customer Operations, Finance, Information Systems, MDM teams, wholesalers, GPOs, and AIN cross-functional teams to ensure accurate, compliant, scalable, and audit-ready execution of Membership operations. You will lead a team of Associates and Senior Associates while supporting transition, capability building, stakeholder engagement, and operational excellence across the Membership function.

Key Responsibilities

Membership Operations Leadership

• Lead end-to-end Membership operations including customer onboarding, eligibility validation, customer setup, system alignment, ongoing maintenance, reporting, and closeout activities.
• Ensure execution of activities within established SLAs, quality standards, operational controls, and compliance requirements.
• Oversee intake and triage activities for membership requests, declaration forms (DEC), roster updates, customer changes, and contract alignment activities.
• Serve as the primary escalation point for operational issues impacting customer eligibility, membership alignment, customer setup, and stakeholder satisfaction.

Customer Eligibility & Membership Governance

• Lead governance of customer eligibility determinations, GPO participation validation, class-of-trade assessments, contract alignment reviews, and membership approvals.
• Oversee validation activities involving DEA, HIN, HIBCC, HRSA, OneKey, customer identifiers, legal entity hierarchies, and parent-child relationships.
• Review and approve complex customer setup requests, hierarchy modifications, contract eligibility decisions, and compliance-sensitive customer updates.
• Govern customer additions, drops, strategy changes, acquisitions, organizational restructures, and customer maintenance requests.

Customer Master Data & System Governance

• Oversee customer setup and maintenance activities across HCM, GCPS, SAP, MDM, OneKey, and related commercial operations platforms.
• Ensure timely creation and maintenance of customer records, legal entity hierarchies, customer attributes, contract affiliations, and GPO alignments.
• Partner with MDM and Information Systems teams to resolve customer data issues, interface failures, hierarchy challenges, and system synchronization problems.
• Support UAT activities, system enhancements, process automation initiatives, and technology transformation efforts.

Rebuttal, Escalations & Exception Management

• Lead customer eligibility dispute investigations, denial reviews, rebuttal activities, and exception resolution processes.
• Provide decision support and recommendations for disputed customer eligibility determinations involving GPOs, wholesalers, and internal stakeholders.
• Ensure complete documentation, audit trails, business rationale, and stakeholder communications supporting membership decisions.
• Drive resolution of complex operational issues impacting pricing access, membership alignments, customer eligibility, rebates, chargebacks, and contract execution.

340B, PHS & Specialized Membership Programs

• Oversee quarterly Public Health Service (PHS) and 340B eligibility maintenance activities, including OPA file reviews, customer additions, removals, and eligibility updates.
• Ensure timely maintenance of SAP flags, CPOCOT assignments, customer eligibility statuses, and contract alignments supporting 340B participation.
• Govern controls supporting wholesaler notifications, eligibility reporting, and system synchronization activities.
• Provide oversight for VA, Kaiser, OBU, IBU, Specialty Pharmacy, Hospital Coalition, , and other specialized Membership programs.

Reporting, Analytics & Continuous Improvement

• Own Membership KPI reporting, SLA reporting, operational dashboards, management reporting, customer eligibility reporting, and ad hoc analytical requests.
• Lead trend analysis, root cause investigations, workload assessments, dispute reviews, and operational health monitoring.
• Identify and implement process improvements, automation opportunities, reporting enhancements, and productivity initiatives.
• Support special projects, business initiatives, system implementations, and transformation efforts.

Compliance, Controls & Audit Readiness

• Support special projects, business initiatives, system implementations, and transformation efforts.
• Maintain audit-ready documentation supporting customer eligibility determinations, approvals, setup activities, roster updates, and membership decisions.
• Support SOX testing, internal audits, compliance reviews, and control monitoring activities.
• Proactively identify and mitigate operational, financial, compliance, and data quality risks.

People Leadership, Transition & Capability Building

• Lead, coach, and develop Membership Associates and Senior Associates within AIN.
• Establish performance expectations, quality standards, career development plans, and capability development frameworks.
• Support hiring, onboarding, knowledge transfer, and workforce planning activities.
• Partner with ATO SMEs to establish SOPs, training plans, readiness criteria, governance models, and transition plans supporting migration of Membership activities into AIN.
• Drive a culture of operational excellence, accountability, continuous improvement, and customer focus.

What We Expect of You

We are all different, yet we all use our unique contributions to serve patients. The ideal candidate is an experienced pharmaceutical commercial operations leader with expertise in customer eligibility, membership operations, contract administration, master data governance, market access operations, and stakeholder management. The individual should possess strong leadership, analytical, problem-solving, and change-management skills, with the ability to lead teams in a highly regulated environment.

Basic Qualifications

• Master’s degree in business administration, Finance, Commerce, Economics, Life Sciences, Pharmacy, Healthcare Administration, or related field.
• 8 to 12 years of experience in pharmaceutical commercial operations, Membership operations, Market Access, Customer Master Data, Managed Markets, Contracts & Pricing, Revenue Management, or related business functions.
• 2+ years of people leadership, project leadership, or process ownership experience.
• Strong analytical, operational, stakeholder management, and problem-solving skills.
• Experience working in regulated environments with controls, governance, and compliance requirements.

Preferred Qualifications

• Deep understanding of U.S. pharmaceutical customer eligibility, GPO operations, customer master data management, Market Access, and Membership governance.
• Experience with GCPS, HCM, SAP, Model N, OneKey, HIBCC, HRSA/OPA, Tableau, Power BI, and related commercial operations systems.
• Knowledge of 340B, PHS, Hospital Coalition, Specialty Pharmacy, VA, Kaiser, OBU, IBU, customer onboarding, and eligibility processes.
• Experience with Model N GCPS, SAP, Conga, IntegriChain, Tableau, Qlik, Power BI, Power Query, Alteryx, SharePoint, and automation technologies.
• Experience supporting audits, SOX controls, governance programs, and operational transformation initiatives.
• Experience leading global delivery teams, transition programs, and capability-building initiatives.
• Strong leadership, executive communication, stakeholder management, and change management skills.

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