Senior Manager, Global Customer Experience

amgen; Lisboa; Presencial; EUR 65 936 - 89 208; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible work arrangements

Resumo da oferta

AMGEN in Lisbon seeks a Senior Manager of Customer Service to lead a global customer experience team within the GCX-OTC model. You will drive exceptional service, partner with global functions, and leverage digital capabilities to improve satisfaction and efficiency.

Based in Portugal, you will shape a customer-centric culture and deliver continuous improvement across commercial and clinical customers. The role requires strong people leadership, cross-functional collaboration, and a passion for

Qualificações

• Bachelor's degree required; advanced degree preferred.
• 7–10 years of experience in customer service, customer operations, supply chain, or related functions.
• 3+ years of people leadership experience, including leading supervisors, team leads, or customer service teams.
• Experience in regulated industries, preferably biotechnology, pharmaceutical, healthcare, or life sciences.
• Experience supporting customer service operations, order management, or customer experience programs.
• Experience with process improvement, operational excellence, or digital transformation initiatives.
• Experience with SAP, Salesforce, and analytics platforms preferred.

Responsabilidades

• Lead customer service operations for commercial and clinical customer segments.
• Drive improvements in customer satisfaction, service quality, responsiveness, and operational performance.
• Foster a customer-first culture focused on accountability, collaboration, and continuous improvement.
• Support GCX-OTC customer service strategies and priorities.
• Collaborate with internal teams and external partners to resolve issues and improve outcomes.

Conhecimentos

Leadership

Stakeholder management

Analytical thinking

Problem solving

Cross-functional collaboration

Regulated industry experience

Formação académica

Bachelor's degree

Ferramentas

SAP

Salesforce

Descrição da oferta de emprego

AMGEN in Lisbon seeks a Senior Manager of Customer Service to lead a global customer experience team within the GCX-OTC model. You will drive exceptional service, partner with global functions, and leverage digital capabilities to improve satisfaction and efficiency.

Based in Portugal, you will shape a customer-centric culture and deliver continuous improvement across commercial and clinical customers. The role requires strong people leadership, cross-functional collaboration, and a passion for