Customer Experience Service Manager

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.

CUSTOMER EXPERIENCE SERVICE MANAGER

We are looking for a highly adaptable customer experience leader who combines operational excellence with a transformation mindset. The ideal candidate is versatile customer-centric multilingual and comfortable operating in a fast-paced global environment with evolving priorities. This person must influence across functions drive continuous improvement and lead with agility in a complex multi-country OTC landscape.

LIVE

WHAT YOU WILL DO

As Customer Experience Manager you will be responsible for leading Tier 1 customer engagement and endtoend Customer Service and OrdertoCash (OTC) operations for a defined cluster of countries within the AMGEN Capability Center Portugal.

Operating in a highly interconnected global environment you will partner closely with crossfunctional teams and global delivery partners to ensure seamless execution of OTC processes consistent service delivery and a differentiated customer experience aligned with global GCXOTC standards.

You will play a key role in translating global strategy into operational excellence acting as a trusted execution partner to senior leadership while fostering a customercentric multilingual service environment.

The responsibilities of the role will include:

Lead Tier 1 customer engagement and oversee daytoday Customer Service and OTC operations for a cluster of countries
Drive proactive hightouch and compliant customer engagement models to enhance customer satisfaction loyalty and business impact
Act as an escalation point for highpriority and complex customer issues ensuring timely resolution and rootcause mitigation
Govern countrycluster performance including KPIs SLAs and customer experience metrics ensuring alignment with business objectives
Lead regular business performance reviews with stakeholders providing datadriven insights and driving improvement action plans
Oversee OTC activities in scope including order management customer inquiries product and distribution complaints and dispute resolution
Ensure consistent execution of global GCXOTC service models SOPs performance standards and compliance requirements including SOX controls
Partner closely with Finance Supply Chain Quality Compliance Technology/IS Commercial and outsourced service providers
Leverage digital platforms such as SAP Salesforce Service Cloud/eCommerce Celonis and UiPath to enhance service efficiency and visibility
Lead and support continuous improvement automation and transformation initiatives within GCXOTC operations
Foster a culture of customer obsession accountability and continuous improvement in a multilingual environment
Act as Recall Coordinator for OrdertoCash processes ensuring compliant execution of customer communication and OTC activities during product recalls

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 a customercentric leader with strong analytical capabilities excellent stakeholder management skills and the ability to operate autonomously in a complex global environment.

Minimum requirements

• Bachelors degree

• 68 years of experience in Customer Service OrdertoCash Supply Chain or Customer Experience operations with strong exposure to endtoend OTC processes

• 24 years of people management experience preferably within a global or shared services model

• Fluency in English

Strong Sources May Include:

• Shared services / capability centers

• Pharma or medical device companies

• Complex B2B environments

• Customer operations transformation roles

• Regional service delivery organizations

• Global business services (GBS)

Preferred requirements:

• Proven experience managing or collaborating with outsourcing partners across multiple countries

• Strong analytical and problemsolving skills with a datadriven mindset and experience using KPIs SLAs and customer experience metrics

• Proficiency with ERP and CRM platforms such as SAP and Salesforce

• Experience supporting process improvement automation or transformation initiatives

• Experience working in international matrixed organizations with global stakeholders

• Fluency in additional European languages (French Spanish Italian or German strongly preferred)

• Built or stabilized teams during transformation

• Worked in fast-evolving organizations

• Managed outsourced/vendor models

• Experience with S4/HANA Salesforce ecosystems

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.