Career Category
Sales & Marketing Operations
Job 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.
.
