Customer Experience Senior Manager

Career Category

Supply Chain

Job Description

WHAT YOU WILL DO

Customer Service Leadership & Customer Impact

• 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.

Operational Excellence & Cross-Functional Collaboration

• 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.

  • Amgen India (AIN) to support analytics, reporting, automation, and service optimization initiatives.

  • Global Clinical Customer Services (GCCS) and Global Development Operations to support compliant clinical supply and investigational product logistics.

• Collaborate with Quality, Compliance, Finance, Commercial, Supply Chain, Technology & IS, and external partners to resolve issues and improve customer outcomes.

Digital Enablement & Continuous Improvement

• Utilize enterprise platforms such as SAP, Salesforce Service Cloud, Celonis, UiPath, CTMS, and IRT to improve service effectiveness and process visibility.

• Identify opportunities for automation, process simplification, and service enhancement.

• Monitor performance metrics and translate insights into actionable improvements.

• Lead and support continuous improvement initiatives using Lean, operational excellence, and customer experience methodologies.

• Stay informed on industry trends and emerging best practices in customer service and customer experience.

Compliance & Risk Management

• Ensure adherence to GMP, GCP, GDP, and applicable regulatory requirements within customer service operations.

• Manage escalations effectively, partnering with stakeholders to resolve customer issues and prevent recurrence.

• Support inspection readiness and compliance activities across commercial and clinical operations.

What Sets You Apart

Core Leadership Capabilities

• Strong customer focus with the ability to balance customer needs and business objectives.

• Effective people leader with experience coaching, developing, and motivating teams.

• Strong collaboration and stakeholder management skills within matrixed global organizations.

• Analytical mindset with the ability to identify trends, solve problems, and drive data-based decisions.

• Ability to manage competing priorities in a fast-paced and highly regulated environment.

• Continuous improvement mindset with a passion for operational excellence and innovation.

WIN

WHAT WE EXPECT OF YOU

Experience & Qualifications

• 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.

THRIVE

WHAT YOU CAN EXPECT OF US

• 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.

APPLY NOW

Objects in your future are closer than they appear. Join us.

CAREERS.AMGEN.COM

EQUAL OPPORTUNITY STATEMENT

AMGEN is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

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Salary Range

 EUR -  EUR