Associate Director Customer Experience And Order-to-Cash

• 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
• Drive analytics-based insights and reporting
• Champion continuous improvement and scalable solutions
• Ensure adherence to GMP, GDP, and regulatory requirements
• Manage escalations and support complex issue resolution
• Maintain strong compliance and control standards

• 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

• Successfully led regional customer service organizations, improved customer experience metrics, driven operational excellence initiatives, and partnered effectively across global matrix environments
• Background in Good Practice (GxP) compliant environments, ensuring adherence to quality and regulatory standards
• Familiarity with customer service operations across Latin America markets
• Solid understanding of contact center operations, including shared services and outsourced delivery models
• Hands-on experience in SAP S/4HANA
• Strong focus and proven ability to leverage digital tools, analytics, automation, AI-enabled solutions, and continuous improvement methodologies to drive operational efficiency, enhance customer experience, and deliver impactful business outcomes
• Ability to communicate in Portuguese or Canadian French is an asset

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