AMGEN Capability Center Portugal
CustomerExperienceServiceManager
“Customer Experience Service Manager at AMGEN Capability Center Portugal. Skills: customer experience leader, operational excellence, transformation mindset, cross-functional influence, continuous improvement, agility, customer-centric leadership, analytical capabilities, stakeholder management, autonomous operation in a complex, global environment. Lead Tier 1 customer engagement and oversee day‑to‑day Customer Service and OTC operations for a cluster of countries. Drive proactive, high‑touch, a”
Industry & Context.
analytical capabilities; problem-solving skills; data-driven mindset; root-cause mitigation
What They're Looking For.
Must Have
Bachelor's degree, 6–8 years of experience in Customer Service, Order‑to‑Cash, Supply Chain, or Customer Experience operations with exposure to end‑to‑end OTC processes, 2–4 years of people management experience, preferably within a global or shared services model, Fluency in English
Nice to Have
Proven experience managing or collaborating with outsourcing partners across multiple countries, analytical and problem-solving skills with a data-driven mindset and experience using KPIs, SLAs, and customer experience metrics, Experience supporting process improvement, automation, or transformation initiatives, Experience working in international, matrixed organizations with global stakeholders, Fluency in additional European languages (French, Spanish, Italian, or German strongly preferred), Built or stabilized teams during transformation, Worked in fast-evolving organizations, Managed outsourced/vendor models, Experience with S4/HANA + Salesforce ecosystems
What You'll Do.
Lead Tier 1 customer engagement and oversee day‑to‑day Customer Service and OTC operations for a cluster of countries
and compliant customer engagement models to enhance customer satisfaction
Act as an escalation point for high‑priority and complex customer issues
ensuring timely resolution and root‑cause mitigation
Govern country‑cluster performance
and customer experience metrics
ensuring alignment with business objectives
Lead regular business performance reviews with stakeholders
providing data‑driven insights and driving improvement action plans
Oversee OTC activities in scope
including order management
product and distribution complaints
and dispute resolution
Ensure consistent execution of global GCX‑OTC service models
performance standards
and compliance requirements
including SOX controls
Partner closely with Finance
and outsourced service providers
Leverage digital platforms such as SAP
Salesforce Service Cloud/eCommerce
and UiPath to enhance service efficiency and visibility
Lead and support continuous improvement
and transformation initiatives within GCX‑OTC operations
Foster a culture of customer obsession
and continuous improvement in a multilingual environment
Act as Recall Coordinator for Order‑to‑Cash processes
ensuring compliant execution of customer communication and OTC activities during product recalls
How You'll Work.
Team & Collaboration
Partner closely with Finance, Supply Chain, Quality, Compliance, Technology/IS, Commercial, and outsourced service providers; Influence across functions; Collaborate with outsourcing partners across multiple countries; Experience working in international, matrixed organizations with global stakeholders
Process & Methodology
Lead and support continuous improvement, automation, and transformation initiatives
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