Customer Experience and OTC Manager (Bogotá)

Career Category

Job Description

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.

Customer Experience and OTC Manager (Bogotá)

What you will do

Lets do this. Lets change the this vital role you are responsible for managing day-to-day customer service and order-to-cash operations within the Amgen Colombia 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 Customer Experience Order-to-Cash (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 peoples leadership operational performance customer satisfaction and continuous improvement while modeling and reinforcing Amgens 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 a partner concern point for complex customer issues ensuring timely resolution and root cause mitigation.
• Ensure consistent execution of global GCX-OTC service models procedures SLAs and critical metrics across the organization.

Order-to-Cash Operations

• Oversee OTC activities within scope including customer master data order management customer inquiries product and distribution complaints and dispute resolution.
• Ensure adherence to global OTC processes controls and performance standards.
• Maintain audit-ready documentation and adherence to controlled SOP environments.
• Partner closely with Finance Accounting 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.

Cross-functional Coordination & Support

• Operational triage and issue resolution - serve as a technical liaison between business interested parties and IS teams translating business needs into technical solutions and ensuring alignment
• Ownership in cross functional projects coordination with internal and external customers to resolve issues or mitigate risks
• Understanding processing and troubleshoot IDOCs to ensure accurate and reliable system integrations; Knowledge in EDI () 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 attitude by testing learning and refining solutions.
• Support transformation initiatives and change management efforts within GCX-OTC operations.
• Stay current on industry trends customer service standard methodologies 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.

Embed Strategy into Operations

• Act as a bridge between strategy and execution ensuring CX & OTC transformation initiatives are grounded in real operational workflows and constraints.
• Proactively engaged with frontline operational customers and capability leads to understanding end-to-end OTC activities challenges and opportunities.
• Translate strategic objectives into clear actionable initiatives roadmaps and process improvements that can be adopted by operations teams.
• Identify process gaps inefficiencies and friction points across OTC and customer experience journeys; propose pragmatic improvements.

Execution & Change Enablement

• Support delivery of digital process and data initiatives (e.g. SAP S/4HANA automation analytics Salesforce EDI) by ensuring operational readiness and adoption.
• Support portfolio and project execution by coordinating deliverables tracking progress and managing interdependence use.
• data and operational feedback to assess initiative impact identify risks and recommend course corrections.

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:

• Doctorate degree and 2 years of experience in customer service order-to-cash supply chain or customer experience operations within a B2B and/or B2C environment OR
• Masters degree and 4 years of experience in customer service order-to-cash supply chain or customer experience operations within a B2B and/or B2C environment OR
• Bachelors degree and 8 years of experience in customer service order-to-cash supply chain or customer experience operations within a B2B and/or B2C environment OR
• 24 years of people management experience preferably in a global or shared services model.
• Fluent Spanish and English required; French or Portuguese proficiency is a plus.
• Strong experience with SAP ECC and S/4HANA specifically within Order-to-Cash (OTC) processes.

Preferred Qualifications:

• Strong customer-centric attitude with a focus on operational execution.
• Proven 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 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 interested party leadership skills.
• Change agility resilience and a continuous improvement attitude.
• Hands-on expertise in IDOC creation processing monitoring and troubleshooting
• Solid understanding of EDI ()
• Strong analytical skills with experience performing failure analysis
• Ability to effectively communicate and influence across business and technical teams.
• Experience working in a regulated global and matrixed environment.
• Experience leading contact center teams; exposure to outsourced environments preferred ; supporting process improvement or transformation initiatives.
• Experience working with U.S.-based companies or global customers preferred.
• Hands-on experience with SAP and CRM platforms such Salesforce in a global or regional hub model.
• Data-driven approach with experience using performance metrics and analytics.
• Proven ability to lead high-pressure operational incidents while maintaining customer confidence.

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 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.