Director, Customer Service

Career Category

Operations

Job Description

Join our team at AMGEN Capability Center Portugal, consistently recognized among the top companies in the Best Workplaces™ ranking by Great Place to Work® in Portugal. In 2026, we were once again distinguished as one of the top Best Workplaces in the country (category 201–500 employees), reinforcing our commitment to an exceptional employee experience and workplace culture.

We are a team of over 500 talented individuals, spanning more than 30 functions and areas of expertise, and representing over 40 nationalities. Together, we bring diverse perspectives and professional backgrounds to help shape the future of healthcare through innovation and technology.

This is your opportunity to explore a world of possibilities across areas such as Data & Analytics, Digital, Technology & Innovation, Cybersecurity, R&D Operations, Global Distribution, Finance, Regulatory Affairs, General & Administrative, Human Resources, and many more.

Located in the heart of Lisbon, our AMGEN office fosters a culture of innovation, excellence, and purpose. Come thrive with us at AMGEN, supporting our mission To Serve Patients.

What we do at AMGEN matters in people’s lives.

DIRECTOR, CUSTOMER SERVICE

LIVE

WHAT YOU WILL DO

As Director of Customer Service, you will lead a strategically critical organization within Amgen’s Global Customer Experience & Order‑to‑Cash (GCX‑OTC) model. This role is responsible for shaping and delivering best‑in‑class, differentiated service for Amgen’s most complex and high‑value commercial and clinical customers.

In this role, you will combine deep customer intimacy, operational excellence, and digital enablement to elevate service outcomes, accelerate issue resolution, and embed customer insights into business decision‑making. You will operate with a global mindset, act with regional accountability, and lead at scale, driving impact through people, process, and technology in a highly matrixed and regulated environment.

The responsibilities of the role will include:

Strategic Leadership & Customer Impact

• Own the end-to-end customer service strategy for high-tier customer segments across commercial and clinical domains.

• Drive measurable improvements in customer satisfaction, resolution speed, service reliability, and employee engagement.

• Embed a customer-first, data-driven mindset across teams and partner functions.

• Serve as a senior ambassador of Amgen Values, Culture, and GCX-OTC ways of working.

Operational Excellence & Cross-Regional Collaboration

• Lead multiple Customer Service, Customer Experience, Digital Support, and Clinical Customer Service teams, including team leaders and individual contributors.

• Partner cross‑regionally with teams in Portugal, the Netherlands, India, and Global Clinical Customer Services to ensure alignment with global standards, KPIs, and governance.

Digital, Analytics & Continuous Improvement

• Leverage enterprise platforms (e.g., SAP, Salesforce Service Cloud, Celonis, UiPath, CTMS, IRT) to:

  • Enable proactive issue detection and resolution

  • Drive intelligent automation and process transparency

  • Deliver actionable insights through advanced reporting and analytics

• Champion a “perfection through iteration” approach: testing, learning, and scaling improvements rapidly.

• Stay current on industry trends and best practices in customer experience and service delivery.

Compliance & Risk Management

• Ensure full adherence to GMP, GCP, GDP, and local regulatory requirements across commercial and clinical supply operations.

• Actively engage in complex issue resolution, treating escalations as opportunities for systemic improvement.

WIN

WHAT WE EXPECT OF YOU

We are all different, yet we all use our unique contributions to serve patients. The professional we seek is an individual with these qualifications.

Minimum requirements

• 10+ years leading global customer service or supply chain operations in B2B and/or B2C environments; exposure to clinical or investigational product logistics strongly preferred
• 5+ years leading contact centers, including outsourced delivery models
• Demonstrated leadership of GxP‑compliant operations within regulated industries
• Proven experience designing and scaling world‑class customer and partner experiences through people, process, and technology
• Track record of leading transformational change and continuous improvement initiatives
• Experience building, scaling, and leading large, diverse teams across geographies

Preferred requirements

• Strategic, forward‑looking thinker with the ability to anticipate shifts in customer expectations and market dynamics

• Exceptional stakeholder influence and collaboration skills across global, matrixed organizations, connecting commercial, supply chain, quality, regulatory affairs, and clinical operations

• Industry knowledge of pharmaceutical product life cycles, regulatory environment, compliance standards, and customer segment complexities.

• Strong analytical and problem‑solving orientation, with the ability to translate data into decisive action

• Proven ability to align customer service strategy with enterprise‑level business objectives

• Growth‑mindset leader who empowers teams, builds successors, and thrives in complex, fast‑evolving environments

• Master’s degree

• Experience working with U.S.-based companies or in U.S. business environments

THRIVE

WHAT YOU CAN EXPECT OF US

As we work to develop treatments that take care of others, we also care deeply for our teammates’ well-being and growth.

• Vast opportunities to learn, develop, and move up and across our global organization.

• Diverse and inclusive community of belonging, where colleagues are empowered to bring ideas to the table, take risks, and act.

• Generous AMGEN Total Rewards Plan comprising healthcare, finance, wealth, and career benefits.

• Flexible work arrangements.

APPLY NOW

Objects in your future are closer than they appear. Join us.

CAREERS.AMGEN.COM

EQUAL OPPORTUNITY STATEMENT

AMGEN is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

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