Amgen
Biotech
AssociateDirectorCustomerExperience&Order-to-Cash(LATAM)
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“Associate Director Customer Experience & Order-to-Cash (LATAM) at Amgen. Skills: Customer Experience, Order-to-Cash, Regional Leadership, Operational Excellence. Lead customer service operations. Lead customer experience initiatives”
What You'll Achieve.
Improve efficiency; Deliver differentiated service; Deliver customer-centric service; Deliver impactful business outcomes
Industry & Context.
Problem-solving; Data-driven decision making
What They're Looking For.
Must Have
Bachelor's degree and 8+ years of experience in customer service, order-to-cash, supply chain, and/or commercial operations within a highly regulated industry, 3+ years of people leadership experience, Demonstrated experience driving process improvement, operational excellence, and/or digital transformation initiatives, Full professional proficiency in English and Spanish
Nice to Have
Successfully led regional customer service organizations, Improved customer experience metrics, Driven operational excellence initiatives, Partnered effectively across global matrix environments, Background in GxP compliant environments, Familiarity with customer service operations across Latin America markets, Solid understanding of contact center operations, Hands-on experience in SAP S/4HANA, Proven ability to leverage digital tools, analytics, automation, AI-enabled solutions, and continuous improvement methodologies, Ability to communicate in Portuguese, Ability to communicate in Canadian French
What You'll Do.
Lead customer service operations
Lead customer experience initiatives
Drive customer satisfaction
Drive service reliability
Drive operational performance
Promote a customer-first culture
Promote a data-driven culture
Lead Customer Service teams
Lead Customer Experience teams
Ensure alignment with global OTC standards
Ensure alignment with KPIs
Ensure alignment with governance
Ensure alignment with compliance
Partner with Amgen India for analytics
Partner with Amgen India for automation
Partner with Amgen India for digital initiatives
Collaborate with Commercial teams
Collaborate with Supply Chain teams
Collaborate with Quality teams
Collaborate with Compliance teams
Collaborate with Finance teams
Collaborate with Technology teams
Enable proactive issue resolution
Enable process visibility
Drive analytics-based insights
Champion continuous improvement
Champion scalable solutions
Ensure adherence to GMP
Ensure adherence to GDP
Ensure adherence to regulatory requirements
Support complex issue resolution
Maintain compliance standards
Maintain control standards
How You'll Work.
Team & Collaboration
Cross-functional collaboration; Global stakeholders; Regional matrix organizations; Commercial teams; Supply Chain teams; Quality teams; Compliance teams; Finance teams; Technology teams
Communication Scope
Executive presentation skills
Full Job Description
## **Career Category** Supply Chain ## ## **Job Description** **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. # **Associate Director Customer Experience & Order-to-Cash ** The Associate Director will lead regional Customer Service and Customer Experience operations, driving customer satisfaction, operational excellence, digital transformation, alignment with global service standards, and regional business priorities. Will lead a strategically important organization within our Global Customer Experience & Order-to-Cash (GCX-OTC) model. Based in the Colombia Hub, this role will support Latin America and help deliver differentiated, customer-centric service for Amgen’s commercial customers across diverse and evolving markets. We are seeking a strong people leader with a blend of strategic vision and operational execution capabilities. Reporting to the Senior Director, GCX-OTC, the role requires strong cross-functional collaboration, regional leadership capability. # # IMPORTANT PLEASE READ: KINDLY UPLOAD YOUR CV IN ENGLISH **What you will do** Let’s do this. Let’s change the world. In this vit
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