Description
**OTC Product Execution Lead (AIN-based)**
We are seeking a dynamic and visionary **OTC Product Execution Lead** to drive digital innovation and operational excellence across Amgen’s global Order-to-Cash ecosystem. This role will shape next-generation capabilities that enhance customer engagement, streamline processes, and deliver measurable business impact worldwide.
We’re looking for a strategic thinker and influential leader who brings a customer-centric, data-driven, and technology-forward mindset. The ideal candidate will have a proven ability to lead global, cross-functional teams, driving measurable business impact through innovation, collaboration, and operational discipline.
Reporting to the Director of Global Customer Experience & Order-to-Cash, this role offers a unique opportunity to shape Amgen’s digital future while inspiring teams across geographies.
**About the Role**
This position leads the Global Digital Support and Business Capability teams based in Amgen India, encompassing diverse functions dedicated to delivering exceptional customer service and continuous improvement. The role ensures consistent global service delivery, operational excellence, and alignment with strategic business goals, while fostering innovation and scalability across regions.
Collaboration is central to success. As a cultural ambassador, this leader will model and amplify Amgen’s Values and Leadership Behaviors, creating an empowered, high-performing team environment that connects purpose with performance.
**Join us and lead the evolution of digital customer experience at global scale.**
**Key Responsibilities**
+ **Lead Global CX and Digital Enablement Teams:** Guide a high-performing team of Business Capability Owners, Impact Assessors, Technical Business Owners, and Testers to deliver innovative OTC solutions and continuously enhance digital systems.
+ **Drive Process and Digital Transformation:** Lead modernization and improvement initiatives focused on service excellence, automation, and scalable digital capabilities.
+ **Optimize OTC Platforms:** Manage and evolve SAP, EDI, Salesforce CRM systems, AI solutions through proactive enhancements, training, and troubleshooting to boost performance and engagement.
+ **Scale Global Digital Support:** Standardize and strengthen digital support across Americas, EMEA, and JAPAC for consistent, agile service delivery with effective metrics
+ **Enable Insight-Driven Decisions:** Provide actionable KPI insights to inform business reviews and performance strategies.
+ **Ensure Process Integrity and Compliance:** Maintain key OTC and GxP documentation while upholding Amgen’s quality and regulatory standards.
+ **Enhance Experience and Results:** Improve responsiveness, resolution times, and satisfaction for customers and team members alike.
+ **Collaborate Across Functions:** Partner with Quality, Compliance, Finance, Commercial, Technology IS, and vendors to optimize service processes and eliminate friction points.
+ **Champion Culture and Innovation:** Model Amgen’s Values and GCX-OTC culture while staying ahead of emerging digital and customer experience trends.
**Key Skills Requirements**
**Strategic Thinking and Foresight:** Anticipate market shifts and evolving customer needs to position the company for success in a dynamic digital landscape. Continuously assess performance, identify opportunities, and close gaps to stay ahead.
**Interpersonal and Influencing Skills:** Build strong relationships across teams and with external partners, vendors, and customers. Leverage interpersonal and networking strengths to influence, collaborate, and align stakeholders toward shared goals.
**Problem-Solving and Analytical Skills:** Use data insights to drive results and elevate customer experience. Combine analytical thinking with creative problem-solving to spot gaps early and deliver effective solutions.
**Business Acumen and CX Alignment:** Understand business objectives and align customer experience strategies to them. Translate priorities into clear, actionable plans that deliver measurable impact.
**Data-Driven Mindset and Technological Proficiency:** Adopt a data-centric approach and leverage digital tools to optimize customer experience. Advance analytics tools and dashboards that enable informed, agile decisions.
**Results Orientation Through Growth Mindset and Empowerment:** Empower teams to deliver excellence and turn cultural and geographic diversity into advantages. Set clear expectations to accelerate collaboration and performance.
**Delivering Global Digital Support at Scale:** Lead scalable, agile digital support across regions (Americas, EMEA, JAPAC). Use advanced tools to streamline intake, prioritization, and execution for efficiency and consistency.
**We’d Love to Hear from People with**
+ 7+ years of leadership experience in global supply chain, customer service, or digital systems, driving transformation and operational excellence.
+ 5+ years of proven success in people leadership, building, inspiring, and sustaining high-performing teams.
+ 3+ years of experience working across diverse regions, time zones, and cultures, fostering collaboration in complex global environments.
+ Strong expertise in SAP and end-to-end Order-to-Cash processes; well-versed in digital supply chain technologies and integration.
+ Proficiency in portfolio and project management, delivering initiatives that enhance business performance and customer value.
+ Sharp analytical and data storytelling skills, with the ability to distill complex insights into clear, actionable strategies.
+ Results-oriented leader with a consistent record of achieving measurable outcomes in dynamic, fast-paced environments.
+ Experience leading organizational transformation and continuous improvement initiatives that elevate efficiency and customer experience.
+ Skilled communicator and storyteller, adept at simplifying complex ideas and tailoring messaging to diverse global audiences to drive understanding and engagement.
