Customer Experience Senior Manager

<h2><b>Career Category</b></h2>Sales &amp; Marketing Operations<h2></h2><h2><b>Job Description</b></h2><p><b>Customer Experience Senior Manager – GCX -OTC Execution Lead</b></p><p><b>Location:</b> Amgen India (AIN Hub)<br /><b>Reporting to:</b> Director / Executive Director, Global Customer Experience &amp; Order-to-Cash</p><p><b>Role Overview</b></p><p>The Senior Manager, Order-to-Cash Execution lead plays a critical leadership role in executing Amgen’s customer experience and service delivery strategy within the India hub. This role is responsible for leading one or more customer service, order-to-cash, customer experience, digital support, and/or clinical customer service teams, ensuring consistent, compliant, and high-quality service delivery across commercial and clinical domains.</p><p>The Senior Manager will translate global GCX-OTC strategy into strong operational outcomes, drive continuous improvement, and embed a customer-first, data-driven mindset across teams. This leader will model Amgen’s Values and Culture, foster a differentiated employee experience, and partner cross-functionally to deliver measurable business impact.</p><div></div><p><b>Key Responsibilities</b></p><p><b>Customer Experience &amp; Service Delivery</b></p><ul><li>Lead day-to-day operations for assigned GCX-OTC teams, ensuring best-in-class customer experience, service quality, and operational performance.</li><li>Drive improvements in customer satisfaction, response and resolution times, and service reliability across customer touchpoints.</li><li>Actively support resolution of complex or escalated customer issues and implement preventive measures to reduce recurrence.</li><li>Ensure consistent execution of global GCX-OTC service models, standards, and KPIs within India operations.</li></ul><p><b>Order-to-Cash &amp; Operational Excellence</b></p><ul><li>Oversee key OTC activities within scope, including order management, product and distribution complaints, dispute resolution, and customer inquiries.</li><li>Ensure alignment with global OTC processes, controls, and performance metrics.</li><li>Partner with Finance, Quality, Compliance, Commercial, Technology/IS, and outsource partners to optimize end-to-end service processes.</li><li>Support harmonization of service models across commercial and clinical customer service to deliver a unified customer and patient experience.</li></ul><p><b>Clinical Customer Service Support</b></p><ul><li>Provide operational leadership and oversight for clinical customer service activities within scope.</li><li>Partner with Global Clinical Customer Services (GCCS) and Global Development Operations to support investigational product order fulfillment, temperature-controlled logistics, returns management, and study supply requirements.</li><li>Ensure adherence to GMP, GCP, GDP, and applicable local regulatory requirements for clinical supply operations.</li></ul><p><b>Data, Analytics &amp; Digital Enablement</b></p><ul><li>Leverage analytics and reporting to monitor performance, identify trends, and drive data-based decision making.</li><li>Support the use of digital platforms and tools such as SAP, Salesforce Service Cloud/eCommerce, Celonis, UiPath, IRT, and CTMS to improve service delivery and operational efficiency.</li><li>Contribute to the development and continuous improvement of dashboards, insights, and reporting mechanisms that illuminate customer experience and operational health.</li></ul><p><b>Continuous Improvement &amp; Transformation</b></p><ul><li>Foster a “perfection through iteration” mindset by encouraging experimentation, learning, and incremental improvement.</li><li>Lead or contribute to transformation, automation, and continuous improvement initiatives across people, process, and technology.</li><li>Stay informed on industry trends, best practices, and emerging capabilities in customer experience and service operations.</li></ul><p><b>People Leadership &amp; Culture</b></p><ul><li>Lead, coach, and develop team leads and team members, building strong engagement, capability, and succession pipelines.</li><li>Promote Amgen Values and GCX-OTC culture, ensuring alignment with global frameworks and a positive employee experience.</li><li>Empower teams through clear goals, decision rights, and accountability while recognizing cultural and geographic diversity.</li><li>Effectively manage performance, change, and stakeholder expectations in a fast-paced, global environment.</li></ul><div></div><p><b>Key Skills &amp; Capabilities</b></p><ul><li><b>Customer-centric and strategic mindset</b> with the ability to translate strategy into operational execution.</li><li><b>Strong people leadership skills</b>, including coaching, development, and engagement of diverse teams.</li><li><b>Analytical and problem-solving capability</b>, with comfort interpreting data and driving insights-based decisions.</li><li><b>Business acumen</b>, with the ability to align customer experience outcomes to broader business objectives.</li><li><b>Digital and data fluency</b>, including experience leveraging service platforms, analytics, and automation tools.</li><li><b>Cross-functional collaboration and influencing skills</b> across global and regional stakeholders.</li><li><b>Change management and continuous improvement orientation</b>, with a growth mindset.</li></ul><div></div><p><b>Qualifications &amp; Experience</b></p><ul><li><b>8–10 years of experience</b> in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment.</li><li><b>Spanish and/or French language proficiency is a plus</b>, supporting effective collaboration with global stakeholders and regions.</li><li>Experience leading teams in a global, matrixed organization; exposure to outsourced or shared service models preferred.</li><li>Demonstrated experience supporting <b>GxP-compliant operations</b>; exposure to clinical supply or investigational product logistics is a strong plus.</li><li>Experience driving operational improvements, process standardization, and/or transformation initiatives.</li><li>Strong communication skills with the ability to convey complex ideas clearly to diverse audiences.</li><li>Bachelor’s degree required; <b>Master’s degree preferred</b>.</li><li>Experience working with U.S. companies or global stakeholders preferred.</li></ul><p></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>.