Senior Manager Customer Experience & Digital Transformation (Bogotá)

Join Amgen’s Mission of Serving Patients

At Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do.

Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.

Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

Senior Manager Customer Experience & Digital Transformation (Bogotá)

We are looking for a dynamic leader with a demonstrated history of successful vendor, account, and customer relations—someone who maximises customer insight and data to identify and prioritize opportunities, and who brings a strong track record of leading and developing talent. Flexibility and the ability to prioritize in a changing business environment will be key to success. Our team culture is goal-oriented, collaborative, and driven to achieve results. We seek an individual who is motivated by a fast-paced and highly entrepreneurial environment.

As the Senior Manager Business Performance Strategy Lead (BPSL), you will be responsible for leading the activities of the regional OTC (Order-to-Cash) organization for Amgen Supply Chain and managing a team of direct reports. In this role, you will assist with strategic direction, support development of the digital and CX roadmap, and oversee the execution of the order-to-cash process following industry standards. This position routinely interacts cross-functionally at the executive level—partnering with Finance, Treasury, Supply Chain, Commercial Operations, and Amgen Medical Information—to influence important business initiatives, increase efficiency, and ensure scalability. The BPSL leads continuous improvement and operational excellence efforts to build and improve scalable business processes.

You will partner with key stakeholders across the Americas Business Customers to drive faster adoption, greater utilization, higher proficiency, and simplification across the region’s transformation initiatives. The objective of this role is to demonstrate leadership that is customer/digital centric and to create a culture of service excellence resulting in differentiated experiences and significant engagements with customers and patients interacting with Amgen’s Americas order-to-cash processes and supporting systems.

What you will do

Let’s do this. Let’s change the world. This role is responsible for designing and executing 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 Colombia, this position collaborates closely with global teams and interested parties across diverse functions committed to service excellence and continuous improvement. You will ensure consistent service delivery, 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, high-performing environment where purpose and performance align. In this vital role you will:

Business Insights & Strategy

• Analyze business metric data (e.g., KPIs) to identify improvement opportunities and drive performance.
• Collaborate with Quality, Compliance, Finance, Commercial, IS, and vendors to streamline processes, integrate digital tools, and remove friction points.
• Present insights and guide decision-making through impactful storytelling and analytics.
• Provide regular reports and data-driven recommendations to enhance customer experience.

Run the Business – OTC Execution

• Strong OTC Expertise: Leverages deep OTC knowledge to find opportunities, reduce risks, and design high-impact, efficient solutions.
• Review transactional backlogs, risks, and proactively plan mitigation strategies.
• Strategic Thinking & Foresight: Anticipates market and customer shifts, continuously assessing performance and closing gaps to stay ahead.
• Ensure accurate and compliant execution of Amgen’s policies and procedures (SOX, quota, quarter-end management).

Performance Management

• Prepare and review analytics to supervise operational effectiveness.
• Lead change management activities to implement critical initiatives.
• Define success measures and track metrics.

Talent Development

• Build and guide a high-performing team to deliver exceptional customer experience through optimized processes, enhanced digital systems, and data-driven insights.
• Influence senior leadership on key priorities such as employee and customer experience, risk management, and organizational design.

CX/DX Roadmap & Innovation

• Align cross-functional and regional teams with supply chain strategy and future technology roadmap.
• Stay informed on market trends to introduce innovative solutions.
• Shape strategies for SAP, EDI, Salesforce, AI, and other systems through proactive improvements and cross-functional collaboration.
• Drive adoption of sophisticated technologies such as AI.

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The vital attribute professional we seek is a type of person with these qualifications.

Basic Qualifications:

• Doctorate degree and 2 years of experience OR
• Master’s degree and 6 years of experience OR
• Bachelor’s degree and 8 years of experience OR
• Proficiency English language.

Preferred Qualifications:

• BS/MS Degree with 10+ years of experience leading a large service-oriented operations organization focused on customer success, revenue growth and sales.
• 5+ years of experience working with SAP Order to Cash processes, Sales Order Management, Pricing, Delivery, and Billing in a functional/project lead role.
• Minimum of 3+ years being responsible for full lifecycle, end-to-end SAP Order to Cash implementations, including hands-on design and configuration experience.
• At least 2 years’ BPO proven experience working in a supervisory role with the ability to collaborate with global cross-functional and cross-regional teams.
• Must be enthusiastic, self-motivated, high-energy and a driven problem solver – especially in face of resistance or setbacks.

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.

In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

Apply now and make a lasting impact with the Amgen team.

careers.amgen.com

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law.

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