Customer Experience Senior Manager

Customer Experience Senior Manager – GCX -OTC Execution Lead

Location: Amgen India (AIN Hub)
Reporting to: Director / Executive Director, Global Customer Experience & Order-to-Cash

Role Overview

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.

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.

Key Responsibilities

Customer Experience & Service Delivery

• Lead day-to-day operations for assigned GCX-OTC teams, ensuring best-in-class customer experience, service quality, and operational performance.
• Drive improvements in customer satisfaction, response and resolution times, and service reliability across customer touchpoints.
• Actively support resolution of complex or escalated customer issues and implement preventive measures to reduce recurrence.
• Ensure consistent execution of global GCX-OTC service models, standards, and KPIs within India operations.

Order-to-Cash & Operational Excellence

• Oversee key OTC activities within scope, including order management, product and distribution complaints, dispute resolution, and customer inquiries.
• Ensure alignment with global OTC processes, controls, and performance metrics.
• Partner with Finance, Quality, Compliance, Commercial, Technology/IS, and outsource partners to optimize end-to-end service processes.
• Support harmonization of service models across commercial and clinical customer service to deliver a unified customer and patient experience.

Clinical Customer Service Support

• Provide operational leadership and oversight for clinical customer service activities within scope.
• 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.
• Ensure adherence to GMP, GCP, GDP, and applicable local regulatory requirements for clinical supply operations.

Data, Analytics & Digital Enablement

• Leverage analytics and reporting to monitor performance, identify trends, and drive data-based decision making.
• 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.
• Contribute to the development and continuous improvement of dashboards, insights, and reporting mechanisms that illuminate customer experience and operational health.

Continuous Improvement & Transformation

• Foster a “perfection through iteration” mindset by encouraging experimentation, learning, and incremental improvement.
• Lead or contribute to transformation, automation, and continuous improvement initiatives across people, process, and technology.
• Stay informed on industry trends, best practices, and emerging capabilities in customer experience and service operations.

People Leadership & Culture

• Lead, coach, and develop team leads and team members, building strong engagement, capability, and succession pipelines.
• Promote Amgen Values and GCX-OTC culture, ensuring alignment with global frameworks and a positive employee experience.
• Empower teams through clear goals, decision rights, and accountability while recognizing cultural and geographic diversity.
• Effectively manage performance, change, and stakeholder expectations in a fast-paced, global environment.

Key Skills & Capabilities

• Customer-centric and strategic mindset with the ability to translate strategy into operational execution.
• Strong people leadership skills, including coaching, development, and engagement of diverse teams.
• Analytical and problem-solving capability, with comfort interpreting data and driving insights-based decisions.
• Business acumen, with the ability to align customer experience outcomes to broader business objectives.
• Digital and data fluency, including experience leveraging service platforms, analytics, and automation tools.
• Cross-functional collaboration and influencing skills across global and regional stakeholders.
• Change management and continuous improvement orientation, with a growth mindset.

Qualifications & Experience

• 8-10 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment.
• Spanish and/or French language proficiency is a plus, supporting effective collaboration with global stakeholders and regions.
• Experience leading teams in a global, matrixed organization; exposure to outsourced or shared service models preferred.
• Demonstrated experience supporting GxP-compliant operations; exposure to clinical supply or investigational product logistics is a strong plus.
• Experience driving operational improvements, process standardization, and/or transformation initiatives.
• Strong communication skills with the ability to convey complex ideas clearly to diverse audiences.
• Bachelor’s degree required; Master’s degree preferred.
• Experience working with U.S. companies or global stakeholders preferred.