Customer Experience and OTC Manager Job at Amgen (Bogota)

Customer Experience and OTC Manager

In this vital role you are responsible for managing day-to-day customer service ...

Location

Colombia , Bogota

Salary:

Not provided

Amgen

Expiration Date

Until further notice

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

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

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

Fulltime

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

Senior Manager Customer Experience & Digital Transformation

This role is responsible for designing and executing a fit-for-purpose OTC and c...

Location

Colombia , Bogota

Salary:

Not provided

Amgen

Expiration Date

Until further notice

Requirements

Doctorate degree and 2 years of experience
Master’s degree and 6 years of experience
Bachelor’s degree and 8 years of experience
Proficiency English language
BS/MS Degree with 10+ years of experience leading a large service-oriented operations organization focused on customer success, revenue growth and sales
5+ years of experience working with SAP Order to Cash processes, Sales Order Management, Pricing, Delivery, and Billing in a functional/project lead role
Minimum of 3+ years being responsible for full lifecycle, end-to-end SAP Order to Cash implementations, including hands-on design and configuration experience
At least 2 years’ BPO proven experience working in a supervisory role with the ability to collaborate with global cross-functional and cross-regional teams
Must be enthusiastic, self-motivated, high-energy and a driven problem solver – especially in face of resistance or setbacks

Job Responsibility

Analyze business metric data (e.g., KPIs) to identify improvement opportunities and drive performance
Collaborate with Quality, Compliance, Finance, Commercial, IS, and vendors to streamline processes, integrate digital tools, and remove friction points
Present insights and guide decision-making through impactful storytelling and analytics
Provide regular reports and data-driven recommendations to enhance customer experience
Leverages deep OTC knowledge to find opportunities, reduce risks, and design high-impact, efficient solutions
Review transactional backlogs, risks, and proactively plan mitigation strategies
Anticipates market and customer shifts, continuously assessing performance and closing gaps to stay ahead
Ensure accurate and compliant execution of Amgen’s policies and procedures (SOX, quota, quarter-end management)
Prepare and review analytics to supervise operational effectiveness
Lead change management activities to implement critical initiatives

What we offer

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

US Customer Experience Senior Manager

Join Amgen’s Mission of Serving Patients. At Amgen, if you feel like you’re part...

Location

United States , Tampa

Salary:

146873.20 - 198710.80 USD / Year

Amgen

Expiration Date

Until further notice

Requirements

Doctorate degree and 2 years of experience OR Master's degree and 6 years of experience OR Bachelor's degree and 8 years of experience OR Associate's degree and 10 years of experience OR High school diploma / GED and 12 years of experience
In addition to meeting at least one of the above requirements, you must have a minimum of 2 years experience directly managing people and/or leadership experience leading teams, projects, programs, or directing the allocation of resources

Job Responsibility

Leading the activities of the regional OTC organization for Amgen Supply Chain as well as managing a team of direct reports
Assisting with strategic direction, supporting development of the digital and CX roadmap, and overseeing the execution of the order-to-cash process following industry best practices
Partnering with key stakeholders across the Americas Business Customers to drive faster adoption, greater utilization, higher proficiency, and simplification efforts across the region’s transformation initiatives
Leveraging analytics and reporting to monitor performance, identify trends, and drive databased decision making
Effectively collaborating with multiple key stakeholders across the various business units to define strategies and processes that scale across current and future Trade channel growth
Providing regular reports and data-driven recommendations to improve customer experience
Supporting the use of digital platforms and tools such as SAP, Salesforce Service Cloud/eCommerce, Celonis, UiPath, IRT, and CTMS to improve service delivery and operational efficiency
Communicating strategic priorities and assisting in diagnosing and solving tactical problems that limit desired business outcomes
Overseeing key OTC activities within scope, including order management, product and distribution complaints, dispute resolution, and customer inquiries
Understanding customer pain-points related to self-service that result in fallout or voice calls and partnering with Product team, Customer Journeys, Service Delivery teams, and other areas to resolve these issues and to improve customer adoption of self-service

What we offer

Health and welfare plans for staff and eligible dependents
Financial plans with opportunities to save towards retirement or other goals
Work/life balance
Career development opportunities
Retirement and Savings Plan with generous company contributions
Group medical, dental and vision coverage
Life and disability insurance
Flexible spending accounts
Discretionary annual bonus program, or for field sales representatives, a sales-based incentive plan
Stock-based long-term incentives

Fulltime

Sr. Associate Customer Experience & Engagement – GCX Order-to-Cash (GCX-OTC)

The Customer Experience & Engagement Sr. Associate is a customer-facing role res...

Location

India , Hyderabad

Salary:

Not provided

Amgen

Expiration Date

Until further notice

Requirements

5–8 years of experience in customer service, order management, order-to-cash, supply chain, or contact center operations
Experience in B2B and/or B2C environments preferred
Exposure to GxP-regulated environments (GMP, GCP, GDP) is a plus
Familiarity with SAP, Salesforce, and related digital platforms preferred
Bachelor’s degree preferred (or equivalent professional experience)
Experience working with global teams or U.S.-based companies is an advantage
Excellent verbal communication skills with a professional and confident phone presence
Strong written communication skills
Proficiency in CRM and case management tools (e.g., Salesforce Service Cloud)
Working knowledge of ERP systems such as SAP preferred

Job Responsibility

Serve as a primary point of contact for customers via inbound and outbound phone calls, email, portals, and digital platforms
Manage a high volume of customer interactions while maintaining quality, accuracy, professionalism, and adherence to SLAs
Demonstrate active listening, empathy, and strong communication skills to resolve inquiries effectively
De-escalate challenging conversations and escalate complex or sensitive issues per defined protocols
Deliver consistent, positive, and compliant customer experiences across all touchpoints
Provide proactive updates to customers regarding order status, delays, and resolution progress
Process and manage customer orders accurately in SAP or relevant ERP systems
Support end-to-end OTC workflows including order processing and validation, order status inquiries, delivery coordination, billing questions and dispute management, product or distribution complaints (within scope)
Ensure completeness and accuracy of customer, order, and transaction data
Contribute to on-time order fulfillment and cash collection objectives

Associate Customer Experience & Insights

Associate, Customer Experience & Order-to-Cash (Pharma/Healthcare). What you wil...

Location

Colombia , Bogota

Salary:

Not provided

Amgen

Expiration Date

Until further notice

Requirements

Bachelor's degree and 1 year of experience OR Associate's degree and 2 years of experience
Fluent Spanish and English required
French or Portuguese proficiency is a plus

Job Responsibility

Maintain strong customer relationships and accurately capture customer feedback
Escalate complex or non-standard issues received through phone, email, and digital channels, ensuring timely, accurate, and customer-focused resolution
Works with internal teams and managers to resolve routine issues
Follow procedures and guidelines to support day-to-day operations
Document customer interactions including compliments, complaints, and technical issues
Build working knowledge of OTC processes to ensure operational documentation remains current, compliant, and reflective of best practices
Participates in user acceptance testing (UAT) or pilots as assigned, following test scripts and guidance
Contribute to troubleshooting operational challenges that impact customer experience or service reliability
Collect and track customer feedback and service data to support analysis by senior team members
Support to maintain and improve service performance metrics reports, as required

Fulltime

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

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Customer Experience and OTC Manager

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