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Senior Manager Customer Experience & Digital Transformation

Amgen

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Location:
Colombia, Bogota

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Category:
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Salary:

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Job Description:

This role is responsible for designing and executing a fit-for-purpose OTC and customer experience strategy that integrates organization, process, technology, and data. You will ensure Amgen continues to excel in delivering a differentiated customer experience through scalable, cost-effective processes and tools. Based in Amgen Colombia, this position collaborates closely with global teams and interested parties across diverse functions committed to service excellence and continuous improvement. You will ensure consistent service delivery, operational excellence, and alignment with enterprise strategic goals while fostering innovation and scalability across regions.

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
  • Define success measures and track metrics
  • Build and guide a high-performing team to deliver exceptional customer experience through optimized processes, enhanced digital systems, and data-driven insights
  • Influence senior leadership on key priorities such as employee and customer experience, risk management, and organizational design
  • Align cross-functional and regional teams with supply chain strategy and future technology roadmap
  • Stay informed on market trends to introduce innovative solutions
  • Shape strategies for SAP, EDI, Salesforce, AI, and other systems through proactive improvements and cross-functional collaboration
  • Drive adoption of sophisticated technologies such as AI

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
What we offer:

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

Additional Information:

Job Posted:
December 18, 2025

Work Type:
Hybrid work
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