Amgen

Mgr Customer Service I

India · On-site · Full time

Posted over 6 months ago: check it’s still open

Apply on the employer’s site ↗See how well you match this job

You apply directly with the employer. ROLIVA does not submit applications from this page and is not the employer.

About the role

Description from the employer’s posting. Check the employer’s page for the current version.

EmployerAmgen
LocationIndia
Work styleOn-site
Employment typeFull time
Employer posted13 Apr 2026

Career Category

Sales

Job Description

Role Overview

The Customer Experience Manager, is responsible for managing day-to-day customer service and order-to-cash operations within the Amgen India 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 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 leadership, operational performance, customer satisfaction, and continuous improvement, while modeling and reinforcing Amgen’s Values and culture.

Key Responsibilities

Customer Experience & Service Delivery

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 an escalation point for complex customer issues, ensuring timely resolution and root cause mitigation.
Ensure consistent execution of global GCX-OTC service models, SOPs, SLAs, and KPIs.

Show full description

Order-to-Cash Operations

Oversee OTC activities within scope, including order management, customer inquiries, product and distribution complaints, and dispute resolution.
Ensure adherence to global OTC processes, controls, and performance standards.
Partner closely with Finance, 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.

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.

Continuous Improvement & Change

Lead and support continuous improvement initiatives focused on process optimization, automation, and service quality.
Apply a “perfection through iteration” mindset by testing, learning, and refining solutions.
Support transformation initiatives and change management efforts within GCX-OTC operations.
Stay current on industry trends, customer service best practices, and digital capabilities.

People Leadership & Culture

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.

Key Skills & Capabilities

Strong customer-centric mindset with a focus on operational execution.
Proven people 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 of 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 stakeholder management skills.
Change agility, resilience, and a continuous improvement mindset.

See how well you match this job Apply on the employer’s site ↗

Check your resume against this job Free, no sign-up. Nothing you paste is stored.

Staying safe while you apply

Never pay to apply, interview or accept an offer. ROLIVA never asks you for payment to apply to a job.
Apply only through the official “Apply on the employer’s site” button, on the employer’s own site, and check that a recruiter’s email uses that employer’s own domain rather than a free email address.
Be cautious of an offer made with no real interview, or pressure to decide quickly or share financial details early.

Does something look wrong with this listing? Use “Report broken link” in the role details, or read ROLIVA’s full job-safety guidance ↗.

Preparing for this role with ROLIVA

Check the fit.
Compare the requirements with the experience you have confirmed, including gaps.
Prepare honestly.
Build interview stories and application drafts from your own evidence.
Keep track.
Save the role and record your own application status and follow-ups.

Create a free workspace or log in.