Mgr Customer Service I

Amgen Inc. (IR); Hyderabad; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

Amgen Inc. (IR) in Hyderabad, India, seeks a Customer Experience Manager to lead customer service teams and oversee order-to-cash operations aligned with global GCX-OTC standards. This role emphasizes people leadership, operational performance, and continuous improvement.

The role partners with Finance, Supply Chain, Quality, Compliance, Commercial, and IT to optimize workflows and ensure compliant service delivery across channels.

Qualifications

• Proven leadership of customer service teams.
• Strong analytical and problem-solving to drive improvements.
• Ability to align customer outcomes with business goals.

Responsibilities

• Lead daily operations of customer service teams to deliver high-quality experiences.
• Oversee order-to-cash activities ensuring adherence to processes and KPIs.
• Monitor performance via dashboards and implement data-driven improvements.
• Drive continuous improvement and automation initiatives within GCX-OTC.

Skills

People leadership

Analytical thinking

Cross-functional collaboration

Customer-centric mindset

Change agility

Tools

SAP

Salesforce Service Cloud/eCommerce

Celonis

UiPath

Job description

Career Category Sales Job Description Role Overview

The Customer Experience Manager, is responsible for managing day-to-day customer service and order-to-cash operations within the Amgen India 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 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 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 customer experience. Drive improvements in customer satisfaction, response times, resolution quality, and service reliability. Act as an escalation point for complex customer issues, ensuring timely resolution and root cause mitigation. Ensure consistent execution of global GCX-OTC service models, SOPs, SLAs, and KPIs.

Order-to-Cash Operations

Oversee OTC activities within scope, including order management, customer inquiries, product and distribution complaints, and dispute resolution. Ensure adherence to global OTC processes, controls, and performance standards. Partner closely with Finance, Supply Chain, Quality, Compliance, Commercial, Technology/IS, and outsource partners to resolve issues and optimize workflows. Support alignment and harmonization of service processes across commercial and digital customer channels.

Data, Analytics & Technology Enablement

Monitor team performance using dashboards, reports, and key metrics to identify trends and improvement opportunities. Leverage platforms such as SAP, Salesforce Service Cloud/eCommerce, Celonis, and UiPath to enhance service efficiency and accuracy. Ensure accurate documentation and system usage across customer interactions and transactions. Contribute to analytics initiatives that illuminate customer experience pain points and operational gaps.

Continuous Improvement & Change

Lead and support continuous improvement initiatives focused on process optimization, automation, and service quality. Apply a “perfection through iteration” mindset by testing, learning, and refining solutions. Support transformation initiatives and change management efforts within GCX-OTC operations. Stay current on industry trends, customer service best practices, and digital capabilities.

People Leadership & Culture

Lead, coach, and develop team leads and customer service agents, building strong engagement and performance. Set clear goals, expectations, and accountability aligned with business objectives. Promote and model Amgen Values and GCX-OTC culture, fostering a positive and inclusive employee experience. Manage performance, feedback, and development planning in a fast-paced, global environment. Support workforce planning, onboarding, and capability building for current and future needs.

Key Skills & Capabilities

Strong customer-centric mindset with a focus on operational execution. Proven people leadership skills, including coaching, performance management, and team development. Solid analytical and problem-solving skills with the ability to use data to drive decisions. Understanding of business objectives and ability to align customer service outcomes accordingly. Comfort with digital tools, CRM/ERP systems, and performance dashboards. Strong cross-functional collaboration and stakeholder management skills. Change agility, resilience, and a continuous improvement mindset.

About Amgen

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