Global Customer Experience & Business Transformation Sr. Manager

Join our team at AMGEN Capability Center Portugal, number 1 company in Best Workplaces™ https://www.greatplacetowork.pt/ ranking in Portugal in 2024 (category 201-500 employees) by the Great Place to Work Institute. We have a team of over 500 talented people and more than 40 different nationalities, diverse areas of expertise and professional experience that are shaping the future of healthcare. This is your chance to explore a world of opportunities in different areas such as Cybersecurity, Data & Analytics, Digital, Technology and Innovation, Finance, General & Admin, Human Resources, Regulatory Affairs and many more. In Lisbon's city center, our AMGEN office fosters innovation, excellence, and inspiration. Come thrive with us at AMGEN, supporting our mission To Serve Patients. What we do at AMGEN matters in people’s lives

Global Customer Experience & Business Transformation Sr. Manager

We are seeking a dynamic, forward-thinking professional to drive end-to-end strategy development and execution across digital innovation, AI, process optimization, and data analytics within AMGEN's global Order-to-Cash ecosystem. This role will shape the next generation of capabilities that elevate customer engagement, streamline operations, and deliver measurable business impact at global scale.

Reporting to the Director of Global Digital and Customer Experience Capability Center, this position offers a unique opportunity to help shape AMGEN's digital future while inspiring hard-working teams across geographies.

LIVE

WHAT WILL YOU DO

This role is responsible for designing and delivering a fit-for-purpose OTC and customer experience strategy that integrates organization, process, technology, and data. You will ensure Amgen continues to excel in delivering a differentiated customer experience through scalable, cost-effective processes and tools.

Based in AMGEN Capability Center Portugal (ACCP), this position collaborates closely with global teams and partners across diverse functions committed to service excellence and continuous improvement. You will ensure consistent service delivery, SAP S4 Hana transition, operational excellence, and alignment with enterprise strategic goals while fostering innovation and scalability across regions.

As a cultural ambassador, you will model and amplify AMGEN's Values and Leadership Behaviors—cultivating an empowered, impactful environment where purpose and performance align.

The responsibilities of the role will include:

• Advance the CX & OTC Strategy: guide a successful team to deliver an exceptional customer experience through optimized processes, enhanced digital systems, and data-driven insights.
• Lead Digital & Process Transformation: drive SAP S4 Hana transition. Drive modernization that elevates service quality, expands automation, and scales digital capabilities. Serve as the OTC SME across key programs.
• Optimize Fit-for-Purpose OTC Platforms: shape strategies for SAP, EDI, Salesforce, AI, and other systems through proactive improvements and cross-functional collaboration.
• Enable Insightful Decisions: provide actionable important metrics that inform business reviews, strengthen performance, and support strategic priorities.
• Strengthen Collaboration: partner with Quality, Compliance, Finance, Commercial, IS, and vendors to streamline processes, integrate digital tools, and remove friction points.
• Champion Culture & Innovation: model Amgen’s Values and GCX-OTC culture while anticipating and adopting emerging digital and customer experience trends.

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WHAT WE EXPECT OF YOU

Minimum requirements

• 7-10 years of leadership experience in global supply chain, customer service, or digital systems, driving transformation, strategy development and operational excellence.

Preferred requirements  

• 7+ years leading and developing hard-working, diverse teams in fast‑paced environments.
• 5+ years collaborating across global regions, time zones, and cultures to drive seamless processes.
• Deep expertise in SAP S/4HANA OTC, Salesforce, and end‑to‑end Order‑to‑Cash processes.
• Strong capability in digital supply chain technologies and system integration for scalable solutions.
• Consistent record designing OTC strategies that optimize efficiency, reduce risks, and enhance customer experience.
• Exceptional analytical and data‑storytelling skills, translating insights into actionable business strategies.
• Strategic problem solver able to anticipate customer and market shifts and steer continuous performance improvement.
• Skilled communicator who simplifies complexity and adapts messaging for diverse global audiences.
• Strong influencing skills, building alignment across teams, vendors, and customer partners.
• Demonstrated success driving organizational transformation and continuous improvement initiatives.
• Data‑driven, tech‑forward approach enabling agile, informed decisions and CX optimization.
• Results‑oriented leader who empowers teams, sets clear expectations, and delivers measurable outcomes.