Customer Experience Senior Manager

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.

CUSTOMER EXPERIENCE SENIOR MANAGER

WHAT YOU WILL DO

Amgen is seeking a Senior Manager of Customer Service to lead a critical customer-facing organization within our Global Customer Experience & Order-to-Cash (GCX-OTC) model. Based in Portugal this role is responsible for delivering exceptional service and operational excellence for Amgens commercial and clinical customers while fostering a customer-centric culture and driving continuous improvement.

The Senior Manager will lead customer service teams collaborate across global functions and leverage digital capabilities to enhance service performance customer satisfaction and operational efficiency. Reporting to the Director Customer Service this role requires strong people leadership cross-functional collaboration and a passion for delivering differentiated customer experiences.

Customer Service Leadership & Customer Impact:

• Lead customer service operations supporting 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 the implementation of GCX-OTC customer service strategies and operational priorities.

• Serve as a role model for Amgen Values and leadership expectations.

Operational Excellence & Cross-Functional Collaboration:

• Lead Customer Service Customer Experience Digital Support and/or Clinical Customer Service teams including supervisors team leads and individual contributors.

• Ensure execution of customer service processes in alignment with global standards KPIs and compliance requirements.

• Partner closely with:

  • Amgen Netherlands (ABR) on order management complaints disputes distribution and returns management.

  • Amgen India (AIN) to support analytics reporting automation and service optimization initiatives.

  • Global Clinical Customer Services (GCCS) and Global Development Operations to support compliant clinical supply and investigational product logistics.

• Collaborate with Quality Compliance Finance Commercial Supply Chain Technology & IS and external partners to resolve issues and improve customer outcomes.

Digital Enablement & Continuous Improvement:

• Utilize enterprise platforms such as SAP Salesforce Service Cloud Celonis UiPath CTMS and IRT to improve service effectiveness and process visibility.

• Identify opportunities for automation process simplification and service enhancement.

• Monitor performance metrics and translate insights into actionable improvements.

• Lead and support continuous improvement initiatives using Lean operational excellence and customer experience methodologies.

• Stay informed on industry trends and emerging best practices in customer service and customer experience.

Compliance & Risk Management:

• Ensure adherence to GMP GCP GDP and applicable regulatory requirements within customer service operations.

• Manage escalations effectively partnering with stakeholders to resolve customer issues and prevent recurrence.

• Support inspection readiness and compliance activities across commercial and clinical operations.

WIN

WHAT WE EXPECT OF YOU

Core Leadership Capabilities:

• Strong customer focus with the ability to balance customer needs and business objectives.

• Effective people leader with experience coaching developing and motivating teams.

• Strong collaboration and stakeholder management skills within matrixed global organizations.

• Analytical mindset with the ability to identify trends solve problems and drive data-based decisions.

• Ability to manage competing priorities in a fast-paced and highly regulated environment.

• Continuous improvement mindset with a passion for operational excellence and innovation.

Experience & Qualifications:

• Bachelors degree required; advanced degree preferred.

• 710 years of experience in customer service customer operations supply chain or related business functions.

• 3 years of people leadership experience including leading supervisors team leads or customer service teams.

• Experience working in regulated industries preferably biotechnology pharmaceutical healthcare or life sciences.

• Experience supporting customer service operations order management or customer experience programs.

• Demonstrated success leading process improvement operational excellence or digital transformation initiatives.

• Experience working with enterprise systems such as SAP Salesforce and reporting/analytics platforms preferred.

• Strong communication stakeholder management and problem-solving skills.

• Experience working in global and cross-functional environments preferred.

THRIVE

WHAT YOU CAN EXPECT OF US

• 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.

Salary Range