Senior Manager Customer Experience & Digital Transformation Job at Amgen (Bogota)

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Customer Experience Senior Manager

Join our team at AMGEN Capability Center Portugal, consistently recognized among...

Location

Portugal , Lisbon

Salary:

65936.20 - 89207.80 EUR / Year

Amgen

Expiration Date

Until further notice

Requirements

Bachelor's degree required
advanced degree preferred
7–10 years of experience in customer service, customer operations, supply chain, or related business functions
3+ years of people leadership experience, including leading supervisors, team leads, or customer service teams
Experience working in regulated industries, preferably biotechnology, pharmaceutical, healthcare, or life sciences
Experience supporting customer service operations, order management, or customer experience programs
Demonstrated success leading process improvement, operational excellence, or digital transformation initiatives
Experience working with enterprise systems such as SAP, Salesforce, and reporting/analytics platforms preferred
Strong communication, stakeholder management, and problem-solving skills
Experience working in global and cross-functional environments preferred

Job Responsibility

Lead customer service operations supporting commercial and clinical customer segments
Drive improvements in customer satisfaction, service quality, responsiveness, and operational performance
Foster a customer-first culture focused on accountability, collaboration, and continuous improvement
Support the implementation of GCX-OTC customer service strategies and operational priorities
Serve as a role model for Amgen Values and leadership expectations
Lead Customer Service, Customer Experience, Digital Support, and/or Clinical Customer Service teams, including supervisors, team leads, and individual contributors
Ensure execution of customer service processes in alignment with global standards, KPIs, and compliance requirements
Partner closely with Amgen Netherlands (ABR) on order management, complaints, disputes, distribution, and returns management
Partner closely with Amgen India (AIN) to support analytics, reporting, automation, and service optimization initiatives
Partner closely with Global Clinical Customer Services (GCCS) and Global Development Operations to support compliant clinical supply and investigational product logistics

What we offer

Vast opportunities to learn, develop, and move up and across our global organization
Diverse and inclusive community of belonging, where colleagues are empowered to bring ideas to the table, take risks, and act
Generous AMGEN Total Rewards Plan comprising healthcare, finance, wealth, and career benefits
Flexible work arrangements

Fulltime

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

Senior Manager, Digital & Technology Transformation – CALA

The Senior Manager, Continent Technology, Digital + Technology Transformation, C...

Location

Argentina

Salary:

Not provided

Marriott Bonvoy

Expiration Date

Until further notice

Requirements

Bachelor’s degree or an equivalent combination of education and experience
8+ years of relevant professional experience (Hotel Operations, Project Management, Technology Implementation & Training, Stakeholder Engagement, or Account Management strongly preferred)
Previous experience with Oracle’s Property Management system and Central Reservation systems a clear advantage
Experience on-property or above property in the Caribbean and Latin America Region, strongly preferred
Experience with working with international properties required
Strong personal leadership, organizational, relationship-building, and negotiation skills
Outstanding formal and informal presentation skills
Strong customer service orientation strongly preferred
Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity
Experience working in or on behalf of (i.e., consulting) a large-scale, global enterprise strongly preferred

Job Responsibility

DTT Stakeholder Engagement Plan and Execution: Partners across disciplines and develop a comprehensive stakeholder engagement plan for CALA and drives the execution of the plan with key stakeholders to migrate to OCPMS
DTT Deployment Plan (OCPMS and Integrations to OCPMS) + Execution: Partners with Director and the Global DTT team to develop OCPMS deployment plan for CALA properties. Drives engagement of continent subject matter experts during change impact assessments. Partners with the Global DTT team, Global Technology and Global Operations to execute the plan and related deliverables to drive the completion of milestone tasks and overall requirements. Partners closely with the Business Process, Deployment and L+D teams
DTT Technology Measurement + Analytics: Directs the day-to-day Technology readiness and Technology adoption activities for OCPMS, including scorecards and appropriate forums. Partners closely with the deployment team to develop reports for key MI leaders on readiness pre-cutover and the progress of adoption and highlighting Technology challenges after cutover (e.g., fatigue, confusion, lack of alignment, etc.)
DTT Stakeholder Engagement and Communication: Partners with Director and the Global DTT team to develop and execute comprehensive stakeholder engagement. Manage and maintain deployment plans and coordinate deliverables through a formal review process while adhering to tight timelines. Executes deployment plans working closely with Global DTT team, Continent teams, and other discipline teams to meet defined success measures. Prepares timely status updates for leaders and senior executives
DTT Deployment Plan (OCPMS and Integrations to OCPMS) and Execution: Plans and executes the stakeholder and change impact analysis for on-property associates. Partners with the Director and colleagues from the Global DTT Team to create and execute a comprehensive deployment plan and related deliverables for properties in CALA. Partners closely with the Director and Continent teams to create a deployment strategy for CALA to maximize adoption. Executes the deployment plans working closely with Continent, Global Deployment teams, Global Technology and continent counterparts to meet defined success measures. Develops and distributes required deployment deliverables (e.g., presentations, job aids, communications, etc.). Identifies, proposes solutions for and manages resolution of issues and risks to OCPMS deployment plan
DTT Technology Measurement and Analytics: Monitors, detects, and manages deployment readiness (OCPMS) and adoption through the change journey. Executes change readiness survey for deployment community
compiles results and applies learnings to OCPMS deployment plans iteratively. Creates a deployment scorecard in partnership to help identify wins and challenges with change adoption. Shares insight and impacts from analytics with senior leaders as well as recommendations to help steer program in the right direction

Fulltime

Senior Manager, Application Experience Transformation

The Senior Manager, Application Experience Transformation will lead the forward-...

Location

United States , New York; Atlanta

Salary:

103750.00 - 174750.00 USD / Year

Amex

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Business, Marketing, Strategy, or a related field
5+ years of experience in strategy, product management, transformation, or application experience leadership
Excellent written and verbal communication skills, particularly in executive summaries, strategic narratives, and stakeholder updates
Demonstrated experience leading cross functional initiatives with measurable business impact
Strong understanding of marketing funnel dynamics, digital acquisition, and customer lifecycle management

Job Responsibility

Set the Commercial Vision: Define and champion a unified, simplified prospect and customer application journey across all segments
Simplify and Modernize the Ecosystem: Drive consolidation of fragmented application experiences and technology stacks
Lead AI Enabled Innovation: Integrate intelligent automation and AI driven capabilities
Orchestrate Cross Functional Transformation: Program manage the roadmap from strategy to execution
Deliver Measurable Funnel Improvement: Use data to optimize conversion, reduce drop off, improve customer satisfaction, and establish clear performance metrics

What we offer

Competitive base salaries
Bonus incentives
6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities

Fulltime

Senior Manager IT & Digital Transformation

As the Senior Manager IT & Digital Transformation you will be a strategic leader...

Location

United Kingdom , Any Hub location - Farnborough, Newbury, Bristol, London, Manchester

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

Deep understanding of secure air gapped, cross domain and cloud technologies
Experience managing teams and resources in technology/IT functions
Experience Supporting new customer requirements and Managed services in the IT & Digital space – from presales solution development, to post sales deign, delivery and support
Strategic mindset with strong communication and influencing skills
Extensive experience in IT strategy, project management (including agile), and change management
Strong understanding of technology trends, enterprise technology, and cybersecurity
Ability to communicate complex technical information to non-technical stakeholders

Job Responsibility

Strategy and planning: Develop and implement a digital transformation strategy that aligns with the company's overall business goals
Technology assessment and adoption: Evaluate, select, and oversee the integration of new digital tools and platforms (e.g., AI, cloud, data analytics) with existing systems to meet business needs
Change management: Lead the human aspect of transformation by preparing and equipping employees for new technologies and workflows through recruitment, training and support
Stakeholder collaboration: Work with functional leaders, Subject matter experts, security and external vendors to gain support and ensure seamless integration across the organisation
Performance monitoring: Use data analytics and KPIs to monitor success, measure ROI, and make data-driven decisions
Team leadership and development: Manage and mentor a multi discipline technology team, fostering a culture of innovation and continuous improvement
Risk and budget management: Identify potential risks, develop mitigation strategies, and manage budgets effectively. Budget ownership of ~£4m Capex per annum

What we offer

Great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work
Discounts, vouchers, a pension plan and loads more
Amazing learning tools and top-notch parental leave policies

Fulltime

Customer Experience (CX) Transformation - Senior Consultant

At Capgemini Invent, we believe difference drives change. As inventive transform...

Location

United States , San Francisco

Salary:

112600.00 - 212700.00 USD / Year

frog

Expiration Date

Until further notice

Requirements

5+ years of relevant experience in two or more of the following areas: Strategy consulting: designing growth strategies, go-to-market plays, and business transformation programs
Marketing, sales, or service strategy & activation: Experience either in agency or in-house defining marketing campaigns/strategies, customer segmentations, sales growth strategies, contact/service center expertise, or similar to help a brand reach and deliver their customer experience in the right channel, at the right time, and with the right message
Transformation & operating model strategy: Experience creating and/or leading pillars of Customer Experience / Marketing transformation strategy, defining digital or functional operating models, and considering the people/process/technology impacts of market changes on organizations
Innovation & design strategy: Experience applying customer insights, design methods, and experimentation to develop new products, services, and business models
Commercial/financial modeling: Proficiency in business case development and revenue modeling
Demonstrated successful engagement into the delivery of digital projects and services to a variety of industry clients
Ability to communicate complex ideas clearly at a management level, with excellent written and oral presentation skills
fluent in English
Highly structured and conceptual mindset coupled with strong quantitative and analytical problem-solving aptitude
Ability to travel up to 75% to client sites, when required

Job Responsibility

Conduct market & competitive analysis to identify trends, white space opportunities, and competitive positioning
Conduct qualitative and quantitative customer research to uncover needs and validate opportunities
Synthesize research into clear, compelling insights and client presentations that drive executive decision-making
Engage with clients through workshops, stakeholder interviews, strategic discussions and in mixed-team models
Contribute to business development efforts through research, proposal development, and strategic recommendations
Build a network within the Capgemini Group and contribute to the education of other Business Units around practice offerings to support existing account expansion
Play a significant role in client proposals and RFI/RFP responses from initial brief to final sales presentations
Nurture and expand existing account relationships
Identify potential personal business relationships that can be leveraged by the practice to develop new business
Identify potential project extension and expansion opportunities while staffed on projects

What we offer

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

Fulltime

Customer Experience (CX) Transformation - Senior Consultant

At Capgemini Invent, we believe difference drives change. As inventive transform...

Location

United States , Chicago

Salary:

112600.00 - 212700.00 USD / Year

frog

Expiration Date

Until further notice

Requirements

5+ years of relevant experience in two or more of the following areas: Strategy consulting: designing growth strategies, go-to-market plays, and business transformation programs
Marketing, sales, or service strategy & activation: Experience either in agency or in-house defining marketing campaigns/strategies, customer segmentations, sales growth strategies, contact/service center expertise
Transformation & operating model strategy: Experience creating and/or leading pillars of Customer Experience / Marketing transformation strategy, defining digital or functional operating models
Innovation & design strategy: Experience applying customer insights, design methods, and experimentation to develop new products, services, and business models
Commercial/financial modeling: Proficiency in business case development and revenue modeling
Demonstrated successful engagement into the delivery of digital projects and services to a variety of industry clients
Ability to communicate complex ideas clearly at a management level, with excellent written and oral presentation skills
fluent in English
Highly structured and conceptual mindset coupled with strong quantitative and analytical problem-solving aptitude
Ability to travel up to 75% to client sites, when required

Job Responsibility

Conduct market & competitive analysis to identify trends, white space opportunities, and competitive positioning
Conduct qualitative and quantitative customer research to uncover needs and validate opportunities
Synthesize research into clear, compelling insights and client presentations that drive executive decision-making
Engage with clients through workshops, stakeholder interviews, strategic discussions and in mixed-team models
Contribute to business development efforts through research, proposal development, and strategic recommendations
Build a network within the Capgemini Group and contribute to the education of other Business Units around practice offerings to support existing account expansion
Play a significant role in client proposals and RFI/RFP responses from initial brief to final sales presentations
Nurture and expand existing account relationships
Identify potential personal business relationships that can be leveraged by the practice to develop new business
Identify potential project extension and expansion opportunities while staffed on projects

What we offer

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility
This role may be eligible for additional compensation such as variable incentives, bonuses, or commissions

Fulltime

Customer Experience (CX) Transformation - Senior Consultant

At Capgemini Invent, we believe difference drives change. As inventive transform...

Location

United States , New York

Salary:

112600.00 - 212700.00 USD / Year

frog

Expiration Date

Until further notice

Requirements

5+ years of relevant experience in two or more of the following areas: Strategy consulting: designing growth strategies, go-to-market plays, and business transformation programs
Marketing, sales, or service strategy & activation: Experience either in agency or in-house defining marketing campaigns/strategies, customer segmentations, sales growth strategies, contact/service center expertise
Transformation & operating model strategy: Experience creating and/or leading pillars of Customer Experience / Marketing transformation strategy, defining digital or functional operating models
Innovation & design strategy: Experience applying customer insights, design methods, and experimentation to develop new products, services, and business models
Commercial/financial modeling: Proficiency in business case development and revenue modeling
Demonstrated successful engagement into the delivery of digital projects and services to a variety of industry clients
Ability to communicate complex ideas clearly at a management level, with excellent written and oral presentation skills
fluent in English
Highly structured and conceptual mindset coupled with strong quantitative and analytical problem-solving aptitude
Ability to travel up to 75% to client sites, when required

Job Responsibility

Conduct market & competitive analysis to identify trends, white space opportunities, and competitive positioning
Conduct qualitative and quantitative customer research to uncover needs and validate opportunities
Synthesize research into clear, compelling insights and client presentations that drive executive decision-making
Engage with clients through workshops, stakeholder interviews, strategic discussions and in mixed-team models
Contribute to business development efforts through research, proposal development, and strategic recommendations
Build a network within the Capgemini Group and contribute to the education of other Business Units around practice offerings to support existing account expansion
Play a significant role in client proposals and RFI/RFP responses from initial brief to final sales presentations
Nurture and expand existing account relationships
Identify potential personal business relationships that can be leveraged by the practice to develop new business
Identify potential project extension and expansion opportunities while staffed on projects

What we offer

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

Fulltime

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Senior Manager Customer Experience & Digital Transformation

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