Amgen
Biotech
CustomerExperienceandOTCManager
Neural analysis suggests this role is
optimal for Manager candidates.
“Customer Experience and OTC Manager at Amgen. Skills: Customer Experience, Order-to-Cash, People Leadership, Operational Performance. Manage daily customer service operations. Deliver best-in-class customer experience”
What You'll Achieve.
Deliver best-in-class customer experience; Improve customer satisfaction; Improve response times; Improve resolution quality; Improve service reliability; Ensure timely resolution; Ensure root cause mitigation; Ensure consistent execution; Ensure adherence to processes; Ensure adherence to controls; Ensure adherence to standards; Resolve issues; Optimize workflows; Ensure accurate system data; Ensure reliable system data; Enhance service efficiency; Enhance service accuracy; Illuminate customer experience pain points; Illuminate operational gaps; Lead continuous improvement initiatives; Support transformation initiatives; Build engagement; Build performance; Align goals with business objectives; Foster positive employee experience; Foster inclusive employee experience; Translate strategic objectives into initiatives; Propose pragmatic improvements; Ensure operational readiness; Ensure adoption of initiatives; Support portfolio execution; Support project execution
Industry & Context.
Root cause mitigation; Issue resolution; Troubleshoot IDOCs; Failure analysis; Problem-solving skills; Troubleshooting
What They're Looking For.
Must Have
Manage customer service operations, Manage order-to-cash operations, Lead customer service teams, Ensure compliance with standards, Translate global strategy to operations, Oversee OTC activities, Ensure adherence to global OTC processes, Maintain audit-ready documentation, Support alignment of service processes, Serve as technical liaison, Monitor team performance, Ensure accurate documentation, Lead continuous improvement initiatives, Lead, coach, and develop teams, Set clear goals and expectations, Manage performance and feedback, Support workforce planning, Ensure operational readiness and adoption, Support portfolio and project execution
Nice to Have
Customer-centric attitude, Proven leadership skills, Solid analytical skills, Ability to use data to drive decisions, Understanding business objectives, Comfort with digital tools, Cross-functional collaboration skills, Stakeholder leadership skills, Change agility, Resilience, Continuous improvement attitude, Hands-on expertise in IDOC creation, Solid understanding of EDI, Experience performing failure analysis, Ability to communicate and influence, Experience in regulated environment, Experience in global environment, Experience in matrixed environment, Experience leading contact center, Experience supporting process improvement, Experience supporting transformation initiatives, Experience working with U.S.-based companies, Experience working with global customers, Hands-on experience with SAP, Hands-on experience with CRM platforms, Data-driven approach, Experience using performance metrics, Experience using analytics, Proven ability to lead high-pressure incidents, Maintaining customer confidence
What You'll Do.
Manage daily customer service operations
Deliver best-in-class customer experience
Drive improvements in customer satisfaction
Drive improvements in response times
Drive improvements in resolution quality
Drive improvements in service reliability
Act as partner concern point for complex issues
Ensure timely resolution of issues
Ensure root cause mitigation
Ensure consistent execution of service models
Ensure consistent execution of procedures
Ensure consistent execution of SLAs
Ensure consistent execution of critical metrics
Oversee OTC activities
Manage customer master data
Manage order management
Manage customer inquiries
Manage product complaints
Manage distribution complaints
Manage dispute resolution
Ensure adherence to global OTC processes
Ensure adherence to controls
Ensure adherence to performance standards
Maintain audit-ready documentation
Adhere to controlled SOP environments
Partner with Accounting
Partner with Supply Chain
Partner with Compliance
Partner with Commercial
Partner with Technology/IS
Partner with outsource partners
Support alignment of service processes
Support harmonization of service processes
Serve as technical liaison between business and IS
Translate business needs into technical solutions
Ensure alignment between business and IS
Take ownership in cross-functional projects
Coordinate with internal customers
Coordinate with external customers
Understand processing IDOCs
Ensure accurate system data
Ensure reliable system data
Monitor team performance using dashboards
Monitor team performance using reports
Monitor team performance using key metrics
Identify improvement opportunities
Leverage platforms to enhance service efficiency
Leverage platforms to enhance service accuracy
Ensure accurate documentation across interactions
Ensure accurate documentation across transactions
Ensure system usage across interactions
Ensure system usage across transactions
Contribute to analytics initiatives
Illuminate customer experience pain points
Illuminate operational gaps
Lead continuous improvement initiatives
Support continuous improvement initiatives
Focus on process optimization
Focus on service quality
Apply perfection through iteration attitude
Support transformation initiatives
Support change management efforts
Stay current on industry trends
Stay current on customer service standard methodologies
Stay current on digital capabilities
Set clear expectations
Set clear accountability
Align goals with business objectives
Promote GCX-OTC culture
Model GCX-OTC culture
Foster positive employee experience
Foster inclusive employee experience
Manage development planning
Support workforce planning
Support capability building
Act as bridge between strategy and execution
Ensure CX transformation initiatives are grounded
Ensure OTC transformation initiatives are grounded
Engage with frontline operational customers
Engage with capability leads
Understand end-to-end OTC activities
Understand OTC challenges
Understand OTC opportunities
Translate strategic objectives into initiatives
Translate strategic objectives into roadmaps
Translate strategic objectives into process improvements
Identify process gaps
Identify inefficiencies
Identify friction points
Propose pragmatic improvements
Support delivery of digital initiatives
Support delivery of process initiatives
Support delivery of data initiatives
Ensure operational readiness
Ensure adoption of initiatives
Support portfolio execution
Support project execution
How You'll Work.
Team & Collaboration
Cross-functional projects; Internal customers; External customers; Finance; Accounting; Supply Chain; Quality; Compliance; Commercial; Technology/IS; Outsource partners; Business interested parties; IS teams; Frontline operational customers; Capability leads; Business teams; Technical teams
Communication Scope
Communicate and influence
Process & Methodology
Project coordination, Portfolio execution, Project execution
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. **Customer Experience and OTC Manager (Bogotá)** **What you will do** Let’s do this. Let’s change the world. In this vital role you are responsible for managing day-to-day customer service and order-to-cash operations within the Amgen Colombia hub. This role leads one or more customer service teams (including team leads and/or individual contributors) to deliver consistent, high-quality, and compliant customer experiences aligned with Global Customer Experience Order-to-Cash (GCX-OTC) standards. The Customer Experience Manager acts as a key execution partner to senior leadership, translating global strategy into operational outcomes. This role emphasizes people’s leadership, operational performance, customer satisfaction, and continuous improvement, while modeling and reinforcing Amgen’s Values and culture. **Key Responsibilities** **Customer Experience & Service Delivery** * Lead and manage daily operations of assigned customer service teams, ensuring delivery of best-in-class cust
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