Global Customer Experience & Business Transformation Sr. Manager
Global Customer Experience & Business Transformation Sr. Manager
Portugal - Lisbon Apply NowJoin 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 professionalto 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.
WIN
WHAT WE EXPECT OF YOU
The ideal candidate is a strategic problem solver and influential leader with a customer-centric, data-driven, and technology-forward approach. You bring a consistent track record of leading global, cross-functional teams and delivering results through innovation, collaboration, and operational structure.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.
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.
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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.
