Career Category

Job Description

Manager, Contracts & Pricing Execution (AIN)

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 you will do

As the Manager, Chargebacks, you will lead the execution of U.S. pharmaceutical chargeback operations within the Contracts & Pricing Execution (CPE) function. This role is responsible for managing chargeback claim adjudication, contract and pricing administration, customer and membership eligibility validation, operational controls, stakeholder engagement, and continuous process improvement.

Reporting to the Senior Manager/Director, Contracts & Pricing Execution, you will partner closely with U.S.-based Market Access, Government Pricing, Finance, Compliance, Contract Operations, Information Systems, and external trading partners to ensure accurate and compliant chargeback processing in a highly controlled environment. The role will also provide leadership to AIN-based analysts and senior associates supporting chargeback operations.

Key Responsibilities

Chargeback Operations Management

• Lead the end-to-end execution of U.S. pharmaceutical chargeback operations from EDI claim receipt through validation, adjudication, payment approval, dispute resolution, deduction management, and financial reconciliation
• Oversee daily chargeback processing activities within Model N GCPS, ensuring adherence to service levels, operational controls, quality standards, and established timelines.
• Manage operational workloads, claim queues, exception inventories, aged items, disputed claims, and escalations to ensure timely resolution.
• Establish and monitor operational KPIs, productivity metrics, aging dashboards, dispute trends, validation effectiveness, deduction recovery performance, and wholesaler performance measures.

Chargeback Validation & Error Resolution

• Lead the investigation and resolution of chargeback validation errors including duplicate submissions, customer-not-found exceptions, wholesaler eligibility issues, pricing discrepancies, membership alignment issues, 340B eligibility validation, and contract authorization exceptions.
• Oversee claim research utilizing Model N GCPS, SAP, HIBCC, HRSA, Tableau, customer master data, contract records, and wholesaler documentation.
• Partner with Membership, MDM, Government Pricing, Contracting, and Market Access teams to resolve complex customer, pricing, and eligibility issues impacting chargeback processing.
• Ensure timely resolution of chargeback exceptions in accordance with operational targets and compliance requirements.

Claims Approval & Financial Stewardship

• Review and approve complex chargeback claims requiring managerial review due to high-value transactions, large discrepancies, manual adjustments, pricing exceptions, or abnormal wholesaler activity.
• Evaluate supporting documentation, invoice validations, claim adjustments, and claim reasonableness to ensure accurate adjudication decisions
• Perform oversight activities associated with SOX-controlled claim approval processes and maintain appropriate audit documentation.
• Oversee maintenance of SOPs, process documentation, governance logs, and other structured operational records.
• Partner with Finance to support monthly reconciliations between Model N chargeback payments and SAP financial records.

Wholesaler Relationship & Dispute Management

• Serve as the primary escalation point for wholesalers regarding chargeback disputes, deduction investigations, claim denials, customer eligibility concerns, and operational issues.
• Lead dispute resolution efforts by reviewing rejected claims, evaluating supporting evidence, negotiating resolutions, and ensuring complete documentation of decisions and outcomes.
• Facilitate regular business reviews with wholesalers to address recurring errors, dispute trends, resubmission behaviour, deduction activities, and process improvements.
• Drive root-cause analysis to reduce recurring wholesaler submission errors and improve first-pass claim acceptance rates.

Deductions & Recovery Management

• Oversee end-to-end chargeback deduction investigations, validation activities, collection efforts, dispute negotiations, and recovery tracking.
• Analyse wholesaler deductions to determine validity, identify root causes, recover outstanding receivables, and minimize revenue leakage.
• Analyse wholesaler deductions to determine validity, identify root causes, recover outstanding receivables, and minimize revenue leakage.
• Partner with Treasury and Finance teams on offset processing, payment recovery activities, write-off recommendations, and deduction governance.
• Develop reporting and governance mechanisms to improve visibility to deduction balances, recovery trends, and unresolved exposures.

Business Analytics & Operational Insights

• Deliver chargeback analytics, operational reporting, trend analysis, and executive-ready insights supporting decision-making across Market Access, Government Pricing, Finance, and Commercial Operations teams.
• Support ad hoc customer, wholesaler, product, and contract analyses requested by Key Account Managers and Market Access stakeholders.
• Analyze indirect sales activity, disputed transactions, missing chargebacks, and customer utilization patterns to identify operational risks and opportunities.
• Develop dashboards and reporting solutions that enhance operational transparency and reduce manual reporting efforts.

Compliance, Controls & Audit Readiness

• Ensure compliance with SOX controls, internal policies, pricing governance requirements, audit standards, and applicable pharmaceutical contracting regulations
• Maintain audit-ready documentation, approval evidence, decision logs, dispute records, and process workpapers supporting operational compliance.
• Identify operational, compliance, financial, and data integrity risks and lead mitigation and remediation efforts.
• Support internal, external, and SOX audit activities and drive closure of audit observations.

Systems, Automation & Continuous Improvement

• Serve as the business process owner for chargeback operations within Model N GCPS and related revenue management platforms.
• Partner with Information Systems teams on system enhancements, automation opportunities, defect resolution, UAT testing, workflow improvements, and process optimization initiatives.
• Partner with Information Systems teams on system enhancements, automation opportunities, defect resolution, UAT testing, workflow improvements, and process optimization initiatives.
• Drive initiatives focused on reducing manual effort, improving error handling, strengthening exception management, enhancing workflow visibility, and increasing process scalability.
• Lead implementation of operational best practices, SOPs, desktop procedures, knowledge repositories, and governance standards.

People Leadership

• Lead, coach, and develop Chargeback Analysts and Senior Associates supporting chargeback operations.
• Establish performance goals, quality standards, productivity expectations, and development plans.
• Drive knowledge management, training, cross-skilling, and succession planning activities.
• Build a culture of accountability, operational excellence, 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 a strong operations leader with experience managing pharmaceutical chargeback operations, contract administration, pricing execution, and complex stakeholder relationships in a highly regulated environment. This individual combines operational excellence with people leadership, analytical rigor, and a continuous improvement mindset to drive accurate, compliant, and efficient execution of chargeback processes.

Basic Qualifications

• Master’s degree and 8–11 years of progressive experience in commercial operations, business operations, analytics, sales operations, finance, information systems, or related operational roles within a pharmaceutical, biotech, or similarly regulated environment supporting US-based stakeholders.
• 3+ years of experience leading people or managing operational teams.
• Experience coordinating structured work across reporting, systems/process support, documentation, controls, or related business operations activities.

Preferred Qualifications

• Pharmaceutical or biotechnology industry experience.
• Deep understanding of U.S. pharmaceutical chargebacks, market access contracting, reimbursement, and customer eligibility management.
• Experience with Model N Revenue Management, SAP, Revitas, or comparable platforms.
• Working knowledge of Government Pricing, Class of Trade, 340B, GPO contracting, wholesaler operations, and commercial contracting.
• Experience supporting US pharmaceutical commercial operations, contracts and pricing operations, sales operations, or related business operations in a regulated or highly controlled environment.
• Experience supporting SOX controls, compliance programs, audits, and operational governance activities.
• Proven track record of leading process improvement, automation, and operational transformation initiatives.
• Strong stakeholder management, communication, and influencing skills.
• Experience supporting U.S.-based stakeholders and distributed global operating models.