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 :

Functional Skills : Must-Have Skills :

Good-to-Have Skills :

Soft Skills :

Skills Required

Data Analysis, ticketing systems , Service Now, Customer Services, Auditing, Expense Management, Financial Operations, Financial Planning