Manager Business Performance & Customer Insights (Analytics & SAP/OTC

AMGEN; India; On-site; INR 2,200,000 - 4,200,000; Full time

Job summary

AMGEN in Hyderabad seeks a Manager, Business Performance & Customer Insights to translate global GCX-OTC strategy into trusted performance insights and scalable data products. You will balance hands-on analytics with ownership of the analytics operating model, establishing governance for metrics and data products across regions and partners.

You will lead data product lifecycle, dashboards, and reports using Power BI/Tableau, SAP ERP, Salesforce Service Cloud, Celonis, and UiPath outputs,

Qualifications

• Experience translating analytics into business impact and governance.
• Ability to build KPI frameworks and empower data-driven decisions.
• Collaborative partner to cross-functional teams and leadership.

Responsibilities

• Translate GCX-OTC strategy into a performance roadmap and KPI framework.
• Develop analytics across order management, inquiries, returns, and related OT C metrics.
• Provide proactive analysis to identify pain points, risks, and improvement opportunities.
• Turn dashboards into operating routines with clear action plans and outcomes.

Skills

Analytics

Governance

Stakeholder management

Leadership

Process improvement

Tools

Power BI

Tableau

SAP ERP

Salesforce Service Cloud

Celonis

UiPath

Job description

Career Category

Supply Chain

Manager Business Performance & Customer Insights

Location: Hyderabad

Function: GCX-OTC (Global Customer Experience & Order-to-cash)

Reports To: Associate Director Business Performance & Customer Insights

Role Overview The Manager, Business Performance & Customer Insights is responsible for translating global GCX-OTC (Global Customer Experience & Order-to-cash) strategy into trusted performance insights, scalable data products, and governance mechanisms that improve customer experience and order-to-cash outcomes. This role acts as a key execution partner to senior leadership by connecting operational priorities, customer pain points, and enterprise data capabilities into clear decisions and measurable business impact.

The role balances hands-on analytics delivery with strategic ownership of the GCX-OTC analytics operating model. This includes establishing a governance framework for metrics and data products, managing the data product lifecycle from vet-build-sustain-sunset, enabling self-service adoption, and reinforcing a culture of data-driven continuous improvement across global regions and cross-functional partners.

Key Responsibilities

• Translate global GCX-OTC objectives into a performance measurement roadmap, KPI framework, and prioritized analytics portfolio for customer experience and order-to-cash operations.
• Develop and sustain insights across order management, customer inquiries, returns, chargebacks, credits, complaints, disputes, service reliability, digital adoption, and related OTC performance areas.
• Provide proactive analysis, trend interpretation, and early-warning indicators to help leadership identify customer pain points, operational risks, service gaps, and improvement opportunities.
• Partner with GCX-OTC leadership to turn dashboards and analytics into operating routines, action plans, and measurable outcomes.

Analytics Governance & Data Stewardship

• Establish and maintain a GCX-OTC analytics governance framework covering metric definitions, data lineage, ownership, quality controls, refresh cadence, access, documentation, and change control.
• Serve as functional data owner/steward for defined GCX-OTC analytics assets, clarifying decision rights, escalation paths, and accountability across business and technology stakeholders.
• Lead or support governance forums with GCX, Finance, Supply Chain, Quality, Compliance, Commercial, DTI/IS, and outsource partners to align standards and resolve data or reporting issues.
• Ensure analytics products and reporting practices comply with enterprise data, privacy, security, and documentation standards.

Data Product Lifecycle & Portfolio Management

• Own the data product lifecycle for BPCI dashboards, scorecards, and insight assets, using a disciplined vet-build-sustain-sunset model to prioritize demand and reduce duplication.
• Vet new requests by assessing business value, stakeholder readiness, data availability, risk, adoption potential, and alignment to global GCX-OTC priorities.
• Build scalable data products by translating business needs into requirements, user stories, source-to-target logic, visualization standards, testing plans, and release criteria.
• Sustain products through adoption tracking, usage analytics, training, support documentation, quality monitoring, backlog management, and periodic value reviews.
• Sunset or consolidate low-value, redundant, or unsupported reporting assets while managing stakeholder communication and transition plans.

Data, Analytics & Technology Enablement

• Design, build, and enhance Power BI/Tableau dashboards and reporting products using SAP ERP, Salesforce Service Cloud/eCommerce, Celonis, UiPath outputs, and other enterprise data sources as applicable.
• Partner with DTI/IS and platform teams to improve data foundations, automate manual reporting, strengthen data accessibility, and support integration across commercial and digital customer channels.
• Promote consistent dashboard design, visualization standards, storytelling practices, and self-service tools that enable business users to act on insights confidently.
• Deliver training, documentation, and stakeholder enablement to improve analytics literacy and adoption across GCX-OTC teams and partners.

Continuous Improvement, Change & Operating Model

• Lead and support continuous improvement initiatives focused on process optimization, standardization, automation, data quality, and service performance.
• Apply a perfection-through-iteration mindset by piloting, testing, learning, and refining analytics products and governance practices based on user feedback and business outcomes.
• Support transformation initiatives and change management efforts within GCX-OTC, ensuring performance metrics, dashboards, and insights are embedded into recent ways of working.
• Provide functional leadership, coaching, and prioritization for analysts or matrixed .