Director, Customer Service

Career Category

Job Description

Join our team at AMGEN Capability Center Portugal consistently recognized among the top companies in the Best Workplaces ranking by Great Place to Work in 2026 we were once again distinguished as one of the top Best Workplaces in the country (category 201500 employees) reinforcing our commitment to an exceptional employee experience and workplace culture.

We are a team of over 500 talented individuals spanning more than 30 functions and areas of expertise and representing over 40 nationalities. Together we bring diverse perspectives and professional backgrounds to help shape the future of healthcare through innovation and technology.

This is your opportunity to explore a world of possibilities across areas such as Data & Analytics Digital Technology & Innovation Cybersecurity R&D Operations Global Distribution Finance Regulatory Affairs General & Administrative Human Resources and many more.

Located in the heart of Lisbon our AMGEN office fosters a culture of innovation excellence and purpose. Come thrive with us at AMGEN supporting our mission To Serve Patients.

What we do at AMGEN matters in peoples lives.

DIRECTOR CUSTOMER SERVICE

LIVE

WHAT YOU WILL DO

As Director of Customer Service you will lead a strategically critical organization within Amgens Global Customer Experience & OrdertoCash (GCXOTC) model. This role is responsible for shaping and delivering bestinclass differentiated service for Amgens most complex and highvalue commercial and clinical customers.

In this role you will combine deep customer intimacy operational excellence and digital enablement to elevate service outcomes accelerate issue resolution and embed customer insights into business decisionmaking. You will operate with a global mindset act with regional accountability and lead at scale driving impact through people process and technology in a highly matrixed and regulated environment.

The responsibilities of the role will include:

Strategic Leadership & Customer Impact

• Own the end-to-end customer service strategy for high-tier customer segments across commercial and clinical domains.

• Drive measurable improvements in customer satisfaction resolution speed service reliability and employee engagement.

• Embed a customer-first data-driven mindset across teams and partner functions.

• Serve as a senior ambassador of Amgen Values Culture and GCX-OTC ways of working.

Operational Excellence & Cross-Regional Collaboration

• Lead multiple Customer Service Customer Experience Digital Support and Clinical Customer Service teams including team leaders and individual contributors.

• Partner crossregionally with teams in Portugal the Netherlands India and Global Clinical Customer Services to ensure alignment with global standards KPIs and governance.

Digital Analytics & Continuous Improvement

• Leverage enterprise platforms (e.g. SAP Salesforce Service Cloud Celonis UiPath CTMS IRT) to:

  • Enable proactive issue detection and resolution

  • Drive intelligent automation and process transparency

  • Deliver actionable insights through advanced reporting and analytics

• Champion a perfection through iteration approach: testing learning and scaling improvements rapidly.

• Stay current on industry trends and best practices in customer experience and service delivery.

Compliance & Risk Management

• Ensure full adherence to GMP GCP GDP and local regulatory requirements across commercial and clinical supply operations.

• Actively engage in complex issue resolution treating escalations as opportunities for systemic improvement.

WIN

WHAT WE EXPECT OF YOU

We are all different yet we all use our unique contributions to serve patients. The professional we seek is an individual with these qualifications.

Minimum requirements

10 years leading global customer service or supply chain operations in B2B and/or B2C environments; exposure to clinical or investigational product logistics strongly preferred
5 years leading contact centers including outsourced delivery models
Demonstrated leadership of GxPcompliant operations within regulated industries
Proven experience designing and scaling worldclass customer and partner experiences through people process and technology
Track record of leading transformational change and continuous improvement initiatives
Experience building scaling and leading large diverse teams across geographies

Preferred requirements

• Strategic forwardlooking thinker with the ability to anticipate shifts in customer expectations and market dynamics

• Exceptional stakeholder influence and collaboration skills across global matrixed organizations connecting commercial supply chain quality regulatory affairs and clinical operations

• Industry knowledge of pharmaceutical product life cycles regulatory environment compliance standards and customer segment complexities.

• Strong analytical and problemsolving orientation with the ability to translate data into decisive action

• Proven ability to align customer service strategy with enterpriselevel business objectives

• Growthmindset leader who empowers teams builds successors and thrives in complex fastevolving environments

• Masters degree

• Experience working with U.S.-based companies or in U.S. business environments

THRIVE

WHAT YOU CAN EXPECT OF US

As we work to develop treatments that take care of others we also care deeply for our teammates well-being and growth.

• Vast opportunities to learn develop and move up and across our global organization.

• Diverse and inclusive community of belonging where colleagues are empowered to bring ideas to the table take risks and act.

• Generous AMGEN Total Rewards Plan comprising healthcare finance wealth and career benefits.

• Flexible work arrangements.

Objects in your future are closer than they us.

EQUAL OPPORTUNITY STATEMENT

AMGEN is an Equal Opportunity employer and will consider you without regard to your race color religion sex sexual orientation gender identity national origin protected veteran status or disability status.

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