Associate Director Customer Experience & Order-to-Cash (LATAM)

Join Amgens Mission of Serving Patients

At Amgen if you feel like youre part of something bigger its because you are. Our shared missionto serve patients living with serious illnessesdrives all that we do.

Since 1980 weve helped pioneer the world of biotech in our fight against the worlds toughest diseases. With our focus on four therapeutic areas Oncology Inflammation General Medicine and Rare Disease we reach millions of patients each year. As a member of the Amgen team youll help make a lasting impact on the lives of patients as we research manufacture and deliver innovative medicines to help people live longer fuller happier lives.

Our award-winning culture is collaborative innovative and science based. If you have a passion for challenges and the opportunities that lay within them youll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

The Associate Director will lead regional Customer Service and Customer Experience operations driving customer satisfaction operational excellence digital transformation alignment with global service standards and regional business priorities. Will lead a strategically important organization within our Global Customer Experience & Order-to-Cash (GCX-OTC) model.

Based in the Colombia Hub this role will support Latin America and help deliver differentiated customer-centric service for Amgens commercial customers across diverse and evolving markets.

We are seeking a strong people leader with a blend of strategic vision and operational execution capabilities. Reporting to the Senior Director GCX-OTC the role requires strong cross-functional collaboration regional leadership capability.

What you will do

Lets do this. Lets change the this vital role you will:

Customer Service Leadership & Regional Impact

Lead customer service operations and customer experience initiatives across the LATAM region.

Drive customer satisfaction service reliability and operational performance.

Promote a customer-first data-driven culture.

Act as a role model for Amgen values and leadership behaviors.

Operational Excellence & Cross-Functional Collaboration

Lead Customer Service and Customer Experience teams including leaders and individual contributors.

Ensure alignment with global OTC standards KPIs governance and compliance.

Partner with Amgen India for analytics automation and digital initiatives.

Collaborate with Commercial Supply Chain Quality Compliance Finance and Technology teams.

Digital Enablement & Continuous Improvement

Utilize platforms such as SAP Salesforce Service Cloud Celonis and UiPath to improve efficiency.

Enable proactive issue resolution and process visibility.

Drive analytics-based insights and reporting.

Champion continuous improvement and scalable solutions.

Compliance & Risk Management

Ensure adherence to GMP GDP and regulatory requirements.

Manage escalations and support complex issue resolution.

Maintain strong compliance and control standards.

What we expect of you

We are all different yet we all use our unique contributions to serve patients. The vital attribute professional we seek is a type of person with these qualifications.

Basic Qualifications:

• Bachelors degree and 8 years of experience in customer service order-to-cash supply chain and/or commercial operations within a highly regulated industry (preferably pharma biotech medical device or healthcare) with strong customer operations and transformation experience.
• 3 years of people leadership experience is required including leading regional or global teams; experience managing large and complex teams is highly desirable.
• Demonstrated experience driving process improvement operational excellence and/or digital transformation initiatives.
• Full professional proficiency in English and Spanish is required along with strong communication and executive presentation skills as this role involves daily interaction with global stakeholders at all levels.

Preferred Qualifications:

• Successfully led regional customer service organizations improved customer experience metrics driven operational excellence initiatives and partnered effectively across global matrix environments.
• Background in Good Practice (GxP) compliant environments ensuring adherence to quality and regulatory standards.
• Familiarity with customer service operations across Latin America markets.
• Solid understanding of contact center operations including shared services and outsourced delivery models.
• Hands-on experience in SAP S/4HANA.
• Strong focus and proven ability to leverage digital tools analytics automation AI-enabled solutions and continuous improvement methodologies to drive operational efficiency enhance customer experience and deliver impactful business outcomes.
• Ability to communicate in Portuguese or Canadian French is an asset.

Leadership Capabilities

• Strong people leader with the ability to influence and collaborate effectively across global and regional matrix organizations.
• Strategic and operational mindset with the ability to translate business priorities into execution plans and measurable outcomes.
• Excellent stakeholder management skills across commercial supply chain quality regulatory compliance finance and clinical organizations.
• Analytical and problem-solving orientation with the ability to leverage data to drive decision-making and continuous improvement.
• Growth mindset with demonstrated ability to develop high-performing teams lead through change influence across global organizations and operate effectively in complex environments.
• Strong customer-centric mindset combined with data-driven decision making.

What you can expect of us

As we work to develop treatments that take care of others we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture well support your journey every step of the way.

In addition to the base salary Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

Apply now and make a lasting impact with the Amgen team.

As an organization dedicated to improving the quality of life for people around the world Amgen fosters an inclusive environment of diverse ethical committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together we compete in the fight against serious disease.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability status or any other basis protected by applicable law.

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation