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

Amgen Inc. (IR); Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Amgen Inc. is seeking a Manager for Business Performance & Customer Insights in Hyderabad. You will translate global GCX-OTC strategy into performance insights, scalable data products, and governance to improve customer experience and order-to-cash outcomes.

You will partner with senior leadership to turn dashboards into actionable routines, manage data products across the lifecycle, and drive data-driven continuous improvement across regions and functions.

Qualifications

• 8 years of analytics, BI, or performance management experience across customer experience or order-to-cash.
• Experience building KPI frameworks and dashboards with governance.
• Strong collaboration with global and regional teams to drive data-driven decisions.
• Hands-on with SAP ERP, Salesforce, Power BI or Tableau; Celonis or workflow tools preferred.

Responsibilities

• Translate GCX-OTC strategy into a performance measurement roadmap and KPI framework.
• Develop and sustain insights across order management, customer inquiries, returns, chargebacks, credits, and complaints.
• Partner with leadership to turn dashboards into operating routines and measurable outcomes.
• Establish governance for metrics, data lineage, ownership, and quality controls.

Skills

Analytics leadership

KPI framework

Data storytelling

Stakeholder management

Education

Bachelor's degree

Tools

SAP ERP

Salesforce

Power BI

Tableau

Celonis

UiPath

Job description

Career Category Supply Chain Job Description 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

• Business Performance & Customer Insights Strategy
  • 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 new ways of working.
  • Provide functional leadership, coaching, and prioritization for analysts or matrixed contributors supporting BPCI initiatives, while fostering collaboration, accountability, and Amgen Values.

Key Skills & Capabilities

• Strategic business partnering with the ability to translate GCX-OTC priorities into analytics roadmaps, governance routines, and measurable operational outcomes.
• Strong understanding of customer experience, order-to-cash service models, SOPs, SLAs, KPIs, operational controls, and cross-functional dependencies.
• Experience establishing analytics governance, metric standards, data stewardship practices, and data product lifecycle management.
• Advanced analytical and problem-solving skills, including ability to connect data, process, customer behavior, and business impact.
• Strong data storytelling and visualization skills; able to communicate technical insights clearly to non-technical stakeholders and senior leaders.
• Digital fluency with ERP, CRM, BI, process mining, and automation platforms such as SAP, Salesforce, Power BI, Tableau, Celonis, and UiPath.
• Strong stakeholder management, facilitation, change agility, and continuous improvement mindset in a global, matrixed environment.

Qualifications & Experience

• 8 years of experience in analytics, data management, business intelligence, performance management, customer experience operations, order-to-cash, supply chain, finance, or related business operations.
• 2-4 years of experience leading projects, analytics portfolios, direct reports, or matrixed contributors in a global or shared services environment preferred.
• Experience developing KPI frameworks, dashboards, self-service analytics, data governance routines, or data product lifecycle practices required.
• Hands‑on experience with SAP ERP, Salesforce, Power BI or Tableau required; experience with Celonis or workflow tools preferred.
• Experience partnering with Technology/IS teams on data integration, reporting automation, data quality, access, and platform enhancement initiatives.
• Bachelor's degree in Business, Analytics, Computer Science, Engineering, Supply Chain, Finance, or a related field required; advanced degree preferred.
• Experience in pharma, biotech, healthcare, regulated environments, US based companies or global stakeholder models preferred.

Amgen is committed to unlocking the potential of biology for patients suffering from serious illnesses by discovering, developing, manufacturing and delivering innovative human therapeutics. This approach begins by using tools like advanced human genetics to unravel the complexities of disease and understand the fundamentals of human biology. Amgen focuses on areas of high unmet medical need and leverages its biologics manufacturing expertise to strive for solutions that improve health outcomes and dramatically improve people's lives. A biotechnology pioneer since 1980, Amgen has grown to be one of the world's leading independent biotechnology companies, has reached millions of patients around the world and is developing a pipeline of medicines with breakaway potential. For more information, visit www.amgen.com and follow us on www.twitter.com/amgen