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Customer Experience and OTC Manager

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Amgen

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Location:
Colombia , Bogota

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Category:
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Contract Type:
Not provided

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Salary:

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Job Description:

In this vital role you are responsible for managing day-to-day customer service and order-to-cash operations within the Amgen Colombia 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 Customer Experience Order-to-Cash (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’s leadership, operational performance, customer satisfaction, and continuous improvement, while modeling and reinforcing Amgen’s Values and culture.

Job Responsibility:

  • 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 a partner concern point for complex customer issues, ensuring timely resolution and root cause mitigation
  • Ensure consistent execution of global GCX-OTC service models, procedures, SLAs, and critical metrics across the organization
  • Oversee OTC activities within scope, including customer master data, order management, customer inquiries, product and distribution complaints, and dispute resolution
  • Ensure adherence to global OTC processes, controls, and performance standards
  • Maintain audit-ready documentation and adherence to controlled SOP environments
  • Partner closely with Finance, Accounting, 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
  • Operational triage and issue resolution - serve as a technical liaison between business interested parties and IS teams, translating business needs into technical solutions and ensuring alignment
  • Ownership in cross functional project's coordination with internal and external customers to resolve issues or mitigate risks
  • Understanding processing and troubleshoot IDOCs to ensure accurate and reliable system integrations
  • Knowledge in EDI (850, 940, 945, 997, 856, 810, 180) 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
  • Lead and support continuous improvement initiatives focused on process optimization, automation, and service quality
  • Apply a “perfection through iteration” attitude by testing, learning, and refining solutions
  • Support transformation initiatives and change management efforts within GCX-OTC operations
  • Stay current on industry trends, customer service standard methodologies, and digital capabilities
  • 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
  • Act as a bridge between strategy and execution, ensuring CX & OTC transformation initiatives are grounded in real operational workflows and constraints
  • Proactively engaged with frontline, operational customers and capability leads to understanding end-to-end OTC activities, challenges, and opportunities
  • Translate strategic objectives into clear, actionable initiatives, roadmaps, and process improvements that can be adopted by operations teams
  • Identify process gaps, inefficiencies, and friction points across OTC and customer experience journeys
  • propose pragmatic improvements
  • Support delivery of digital, process, and data initiatives (e.g., SAP S/4HANA, automation, analytics, Salesforce, EDI) by ensuring operational readiness and adoption
  • Support portfolio and project execution by coordinating deliverables, tracking progress, and managing interdependence use
  • data and operational feedback to assess initiative impact, identify risks, and recommend course corrections

Requirements:

  • Doctorate degree and 2 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment
  • Master’s degree and 4 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment
  • Bachelor’s degree and 8 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment
  • 2–4 years of people management experience, preferably in a global or shared services model
  • Fluent Spanish and English required
  • French or Portuguese proficiency is a plus
  • Strong experience with SAP ECC and S/4HANA, specifically within Order-to-Cash (OTC) processes

Nice to have:

  • Strong customer-centric attitude with a focus on operational execution
  • Proven 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 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 interested party leadership skills
  • Change agility, resilience, and a continuous improvement attitude
  • Hands-on expertise in IDOC creation, processing, monitoring, and troubleshooting
  • Solid understanding of EDI (850, 940, 945, 997, 856, 810, 180)
  • Strong analytical skills with experience performing failure analysis
  • Ability to effectively communicate and influence across business and technical teams
  • Experience working in a regulated, global, and matrixed environment
  • Experience leading contact center teams
  • exposure to outsourced environments preferred
  • supporting process improvement or transformation initiatives
  • Experience working with U.S.-based companies or global customers preferred
  • Hands-on experience with SAP and CRM platforms such Salesforce in a global or regional hub model
  • Data-driven approach with experience using performance metrics and analytics
  • Proven ability to lead high-pressure operational incidents while maintaining customer confidence
What we offer:
  • Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards
  • Competitive benefits
  • Collaborative culture
  • Support for professional and personal growth and well-being

Additional Information:

Job Posted:
February 14, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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