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Amgen Logo Amgen · -

US Customer Experience Senior Manager

United States, Tampa Employment contract 146873.20 - 198710.80 USD / Year · Job Posted May 14, 2026
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Job Description

Join Amgen’s Mission of Serving Patients. At Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do. Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. Amgen is advancing a broad and deep pipeline of medicines to treat cancer, heart disease, inflammatory conditions, rare diseases, and obesity and obesity-related conditions. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives. Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

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
  • Implementing accurate and compliant execution of Amgen’s policies and procedures (SOX, Quota, Quarter-end management)
  • Preparing and reviewing analytics to provide visibility to the effectively of operational plans
  • Developing and leading change management activities to drive implementation of critical initiatives
  • Working with leaders to define success measures & metrics
  • Building and growing a successful GCX-OTC workforce, supporting team through encouragement and by example
  • Leading, coaching, and developing team leads and team members, building strong engagement, capability, and succession pipelines
  • Promoting Amgen Values and GCX-OTC culture, ensuring alignment with global frameworks and a positive employee experience
  • Effectively managing performance, change, and stakeholder expectations in a fast-paced, global environment
  • Ensuring alignment between cross-functional and cross-regional teams and supply chain strategy elements, and driving progress toward the future technology roadmap including influencing solution, supporting scenario assessment, and driving business performance optimization to ensure customer service capabilities remain first in class and in alignment with strategic goals and objectives
  • Staying updated on internal / external landscape and market trends to bring innovate solutions to meet business and customer needs
  • Leading critical initiatives to craft functional and customer experience strategy (short, mid, and long-term horizon) using inputs from site leadership, the Supply Chain functional team, emerging industry trends, and network partner functions
  • Partnering across the organization to develop action plans and enhancement recommendations
  • Enabling Amgen to continue to bring to market ground-breaking innovations that improve the customer experience using tools such as Artificial Intelligence, Cloud Solutions, and Blockchain technologies

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

Nice to have

  • BS/MS Degree with 7+ 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
  • Knowledge of 852/867 data, returns and channel dynamics for US market
  • Proven experience working in a supervisory role with the ability to collaborate with global/regional cross-functional teams
  • Preferred bilingual candidate, Spanish proficiency
  • Must be enthusiastic, self-motivated, high-energy and a driven problem solver – especially in face of resistance or setbacks

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
  • Award-winning time-off plans
  • Flexible work models where possible

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