Customer Experience Manager

Mgr Customer Service I

Career Category

Sales

Job Description

Role Overview

The Customer Experience Manager,  is responsible for managing day-to-day customer service and order-to-cash operations within the Amgen India 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 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 people leadership, operational performance, customer satisfaction, and continuous improvement, while modeling and reinforcing Amgen’s 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 an escalation point for complex customer issues, ensuring timely resolution and root cause mitigation.
• Ensure consistent execution of global GCX-OTC service models, SOPs, SLAs, and KPIs.

Order-to-Cash Operations

• Oversee OTC activities within scope, including order management, customer inquiries, product and distribution complaints, and dispute resolution.
• Ensure adherence to global OTC processes, controls, and performance standards.
• Partner closely with Finance, 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.

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” mindset by testing, learning, and refining solutions.
• Support transformation initiatives and change management efforts within GCX-OTC operations.
• Stay current on industry trends, customer service best practices, 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.

Key Skills & Capabilities

• Strong customer-centric mindset with a focus on operational execution.
• Proven people 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 of 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 stakeholder management skills.
• Change agility, resilience, and a continuous improvement mindset.

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