Associate Customer Experience & Insights Job at Amgen (Bogota)

Senior Associate Customer Experience & Insights

This role elevates customer satisfaction, strengthens loyalty, and improves over...

Location

Colombia , Bogota

Salary:

Not provided

Amgen

Expiration Date

Until further notice

Requirements

Master’s degree OR Bachelor’s degree and 6 months of experience OR Associate’s degree and 2 years of experience OR English proficiency

Job Responsibility

Build and maintain strong customer relationships to proactively understand evolving needs and expectations
Continuously supervise customer sentiment across channels to identify patterns, difficulties, and opportunities for service enhancement
Develop and manage feedback listening posts across the customer journey to gather actionable insights
Handle escalated inquiries through phone, email, and digital channels, ensuring timely, accurate, and customer-focused resolution
Document controlled operational procedures, SOPs, and customer interactions including compliments, complaints, and technical issues
Serve as a subject matter expert for OTC and service processes, ensuring operational documentation remains current, compliant, and reflective of standard processes
Support process improvement initiatives, including user acceptance testing (UAT) for system upgrades and new digital tools
Assist in troubleshooting operational challenges that impact customer experience or service reliability
Collect, track, and analyze customer feedback, performance metrics, and service data to generate insights and improvement recommendations
Prepare and support monthly and quarterly reporting on CX analytics, KPIs, and experience trends

Fulltime

Sr. Associate Customer Experience

The Customer Experience Sr. Associate, is responsible for delivering high-qualit...

Location

India , Hyderabad

Salary:

Not provided

Amgen

Expiration Date

Until further notice

Requirements

Strong customer-centric mindset with a commitment to service excellence
Effective written and verbal communication skills
Problem-solving ability with attention to detail and accuracy
Ability to follow standardized processes while exercising sound judgment
Comfort working with digital tools and data entry across multiple systems
Ability to manage multiple tasks and prioritize work in a deadline-driven environment
Team-oriented mindset with accountability for individual performance
Openness to feedback, learning, and continuous improvement

Job Responsibility

Serve as a primary point of contact for customers, responding to inquiries via phone, email, portals, and digital channels
Deliver accurate, timely, and professional customer support aligned with global service standards and SLAs
Resolve routine and non-routine customer issues while escalating complex cases per defined procedures
Maintain clear, empathetic, and proactive communication with customers throughout the resolution process
Ensure a consistent, positive customer experience across all interactions and touchpoints
Process customer orders accurately and efficiently in line with established OTC procedures
Manage order status inquiries, delivery coordination, billing questions, disputes, and product or distribution complaints within scope
Ensure completeness and accuracy of customer, order, and transaction data in relevant systems
Support end-to-end OTC workflows, contributing to on-time order fulfillment and cash collection
Support clinical customer service activities, including investigational product order processing and inquiries

Associate Director Customer Experience And Order-to-Cash

The Associate Director will lead regional Customer Service and Customer Experien...

Location

Colombia , Bogota

Salary:

Not provided

Amgen

Expiration Date

Until further notice

Requirements

Bachelor’s degree and 8+ years of experience in customer service, order-to-cash, supply chain, and/or commercial operations within a highly regulated industry (preferably pharma, biotech, medical device or healthcare) with strong customer operations and transformation experience
3+ years of people leadership experience is required, including leading regional or global teams
experience managing large and complex teams is highly desirable
Demonstrated experience driving process improvement, operational excellence, and/or digital transformation initiatives
Full professional proficiency in English and Spanish is required, along with strong communication and executive presentation skills, as this role involves daily interaction with global stakeholders at all levels

Job Responsibility

Lead customer service operations and customer experience initiatives across the LATAM region
Drive customer satisfaction, service reliability, and operational performance
Promote a customer-first, data-driven culture
Act as a role model for Amgen values and leadership behaviors
Lead Customer Service and Customer Experience teams, including leaders and individual contributors
Ensure alignment with global OTC standards, KPIs, governance, and compliance
Partner with Amgen India for analytics, automation, and digital initiatives
Collaborate with Commercial, Supply Chain, Quality, Compliance, Finance, and Technology teams
Utilize platforms such as SAP, Salesforce Service Cloud, Celonis, and UiPath to improve efficiency
Enable proactive issue resolution and process visibility

What we offer

competitive and comprehensive Total Rewards Plans that are aligned with local industry standards

Fulltime

Associate Manager | Customer Experience

Ramp is hiring an Associate Manager to lead the frontline of our CX team — the a...

Location

United States , New York, NY; Miami, FL; San Francisco, CA; Denver, CO; Remote (US)

Salary:

88000.00 - 132000.00 USD / Year

Ramp

Expiration Date

Until further notice

Requirements

Ability to work evenings, weekends, and some holidays
Minimum 2 years of experience in a leadership role
Minimum 3 years of experience in a customer-facing technical support role
Excellent written and verbal communication
Proven ability to deliver tailored coaching that drives individual and team growth
Ability to juggle multiple tasks through effective time management and prioritization
Ability to confidently give and receive feedback across all levels, and to adapt ideas based on collective input
Comfort leading teams through fast-paced change and adopting new tools, including AI

Job Responsibility

Develop and coach your team — run 1:1s, deliver feedback that drives improvement, and mentor agents to grow while holding them accountable for results
Drive team performance and consistency — keep focus on key metrics (CSAT, QA, SLA, productivity) by reinforcing playbooks, SOPs, and coverage models, and addressing gaps quickly
Lead quality assurance for your team — own case grading, run QA sessions, and identify knowledge or behavior gaps that impact performance
Leverage data analysis to drive improvements — review performance trends and customer feedback to translate insights into coaching actions and process refinements
Cultivate a positive, motivating culture — build an environment where agents feel recognized, supported, and inspired to deliver their best work
Lead your team through change — ensure adoption of new workflows, tools, and AI-driven processes with clarity, communication, and steady leadership
Foster collaboration across peers and leaders — engage in and model open feedback, idea-sharing, and cross-functional problem-solving
Collaborate cross-functionally — partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the customer and agent experience
Stay connected to the work — handle escalations and occasionally take calls and tickets to remain close to customer needs and frontline realities

What we offer

100% medical, dental & vision insurance coverage for you
Partially covered for your dependents
One Medical annual membership
401k (including employer match on contributions made while employed by Ramp)
Flexible PTO
Fertility HRA (up to $10,000 per year)
Parental Leave
Unlimited AI token usage
Pet insurance
Centralized home-office equipment ordering for all employees

Fulltime

Associate Manager, Strategy & Operations – Customer Experience

This role sits within the Safety Customer Experience team, focused on the most c...

Location

United States

Salary:

95200.00 - 140000.00 USD / Year

DoorDash

Expiration Date

Until further notice

Requirements

4–6 years of experience in strategy & operations, business operations, consulting, or a related field in a fast-paced environment
Strong strategic thinker who can break down complex problems, prioritize effectively, and develop clear, structured approaches to drive impact
Highly analytical and can translate complex data into clear insights and actions
Strong operator with exceptional attention to detail and a track record of executing effectively in high-pressure, ambiguous environments
Experience leading cross-functional initiatives and influencing stakeholders across Product, Engineering, and Operations

Job Responsibility

Drive Safety Strategy – Partner with cross-functional teams to identify and execute initiatives that reduce safety incidents on the platform
Own End-to-End Experience – Design and optimize the full lifecycle of safety incident handling, including reporting, workflows, support execution, and tooling
Analyze – Use data and case-level insights to identify root causes, monitor performance, and inform decision-making
Influence Cross-Functionally – Collaborate with Product, Engineering, and Operations to ensure safety CX needs are reflected in product and operational decisions
Solve Complex Operational Problems – Tackle ambiguous, high-stakes challenges by building scalable processes, driving rigorous execution, and ensuring high-quality outcomes in sensitive situations

What we offer

401(k) plan with employer matching
16 weeks of paid parental leave
wellness benefits
commuter benefits match
paid time off
paid sick leave
medical, dental, and vision benefits
11 paid holidays
disability and basic life insurance
family-forming assistance

Fulltime

Associate Customer Success Manager

Customer Success Managers at Optimizely are the customers advocate and are focus...

Location

Bangladesh , Dhaka

Salary:

Not provided

Optimizely

Expiration Date

Until further notice

Requirements

Relevant customer success and or account management experience in a software company
Excellent written and verbal communication skills in English
Highly driven with strong desire to achieve top results and break through barriers, determined to adapt quickly and comfortable with some ambiguity
Strong conflict management and conflict resolution skills
A passion for people, able to use your initiative and willing to go the extra mile
Strong customer facing skills, able to pro-actively manage customer expectations, recognize customer needs and adapt company capabilities to customer's requirements
Track record of achieving targets in a solutions environment
Ability to work well under pressure, while retaining focus and composure
Ability to communicate technical/ business issues and solutions clearly and confidently
Ability to understand, communicate and interpret best practice digital marketing techniques

Job Responsibility

Implement and ensuring a 'white glove' service for our customers
Address risks of client churn with senior management
Introduce new products and services to our customers
Regularly share expertise with the team to support continuous learning and improvement
Analyze data, discover compelling insights and develop action plans to achieve goals
Manage customers through the full customer lifecycle, from initial on-boarding, scoping to successful maturity and growth
Develop and maintain a customer success management plan, and to execute against that plan
Do consulting and training customers to leverage the best of Optimizely's solutions to optimize the customer's ROI
Lead and direct customers, through building strong relationships and creating the conditions and opportunities to up-sell our company's services and additional products
Drive excellent customer satisfaction by understanding and over-delivering against customer expectations

What we offer

Best-in-class compensation plans
Two annual festival bonuses
Recognition and rewards programs
Vacations days
Annual Work/Service Anniversary Leave
Parental leave (both maternity and paternity)
Health insurance
Reproductive benefits for both parents
Volunteering opportunities to make a difference
Chance to work alongside our incredible global team

Fulltime

Associate Customer Supply Chain Strategy Manager

We are looking for a motivated and collaborative Associate Customer Strategy Man...

Location

United States , Hoboken

Salary:

88600.00 - 133000.00 USD / Year

Unilever

Expiration Date

Until further notice

Requirements

Bachelors in Supply Chain, Management, Business or Marketing
3 years of experience in costumer facing, supply chain and analytics
Strong problem-solving skills and a curiosity for understanding data
Ability to communicate ideas clearly and work effectively with a variety of teams
A collaborative mindset and willingness to take initiative
Comfort working with data and digital tools such as spreadsheets or reporting dashboards
A desire to learn, grow, and make an impact

Job Responsibility

Support and execute customer strategies for Publix, Wegmans, Ahold Delhaize, and Giant Eagle
Analyze customer performance data (e.g., OTIF, fill rate, in-stock) to identify opportunities and risks
Develop insights and reporting (Power BI, dashboards) to inform strategic decisions
Partner with Customer Development, Customer Service, Planning, and Logistics teams to drive execution
Identify and lead initiatives to improve service performance and reduce supply chain inefficiencies
Support external customer engagement through collaboration with replenishment, supply chain, and merchandising teams
Contribute to continuous improvement projects and value creation initiatives
Turn insights into clear recommendations and actionable plans

What we offer

Health insurance (including prescription drug, dental, and vision coverage)
Retirement savings benefits
Life insurance and disability benefits
Parental leave
Sick leave
Paid vacation and holidays
Access to numerous voluntary benefits
Bonus eligible
Long-Term Incentive (LTI) eligible

Fulltime

Value & Access Insights Associate Director

The Value and Access Insights Associate Director is responsible for analytics re...

Location

United States

Salary:

192418.75 - 260331.25 USD / Year

Amgen

Expiration Date

Until further notice

Requirements

Doctorate degree and 3 years of relevant experience OR Master’s degree and 5 years of relevant experience OR Bachelor’s degree and 7 years of relevant experience OR Associate’s degree and 12 years of relevant experience OR High school diploma / GED and 14 years of relevant experience
Prior experience in contracts and pricing, direct payer experience or value marketing and have a good foundational understanding of the US payer environment and a strong foundation in the U.S. healthcare market
Excellent conceptual problem-solving skills with demonstrated ability to bring structure to vaguely defined problems, pragmatic problem-solving approach, and manage execution
Exceptional written/oral communication skills and executive presence across functions and across different levels of leadership
Authoritative command of complexity and ambiguity
ability to see the big picture
ability to collect, digest and assemble information to enable relevant business analyses
Strong leadership skills with a demonstrated ability to influence different styles
8+ years of healthcare experience in the biopharmaceutical industry, health care, and/or strategy consulting with specific experience and expertise in coverage, access and reimbursement drivers impacting the biopharmaceutical industry
High degree of analytical and problem-solving skills

Job Responsibility

Define and develop road map for CAPAI with expansion into other therapeutic areas
Business ownership of one of the platforms, CAP-AI – Rollout / upgrades and expansion
Partner with Patient Access and Reimbursement (PAR) team and Brand Marketing teams to build and prioritize analytics and insights plan in support of PSP strategy
Provide strategic guidance and manage a global team in USA and AIN within V&A organization
Through detailed analysis, Monitor the current program objectives and provide recommendations to PAR SLT on the optimal design changes
Drive analytics / insights and integrate multiple data sources to identify potential impact of any policy changes from the government, market events like M&A and other interconnected events
Constructively challenge teams by providing disconfirming information and encouraging innovative problem solving
Understand pharmaceutical ecosystem and data sets including medial and pharmacy claims (ex. IQVIA LAAD, Symphony Claims), prescription (ex. IQVIA NPA), outlet (ex. IQVIA DDD)
Prepare, continuously refine and present periodic reports tracking product and portfolio performance of PSP programs against business objectives
Execute analytics plan to generate insights from various internal and external datasets based on detailed understanding of related datasets i.e Patient level claims data

What we offer

A comprehensive employee benefits package, including a Retirement and Savings Plan with generous company contributions, group medical, dental and vision coverage, life and disability insurance, and flexible spending accounts
A discretionary annual bonus program, or for field sales representatives, a sales-based incentive plan
Stock-based long-term incentives
Award-winning time-off plans
Flexible work models where possible

Fulltime

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Associate Customer Experience & Insights

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