Description
**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.
