About this opportunity
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.
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.
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Job details
How this role compares
Computed from every other active Commercial & General Management role in our database, not just this employer's listings.
We currently track 233 comparable Commercial & General Management roles across 38 biopharma companies.
Salary context
27 of 233 peers report a salary range (USD, annualized)
Peers share this role's job function. This posting doesn't list a seniority level, so peers aren't narrowed by seniority either -- the range below may span more levels than usual.
Where these roles are based
Top locations among the 233 comparable roles
+ 40 more countries
Seniority mix
118 of 233 peers have a known seniority level
Therapeutic area mix
27 of 233 peers have a known therapeutic area; the rest are genuinely unlabeled, not hidden
Similar opportunities
The closest matches from our peer group, ranked by how similar they are, not how well you'd qualify for them -- treat this as market context, not a guaranteed shortlist; a weak match is labeled as one below.
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How we calculate "similar"
No black box, no LLM guesswork: a deterministic score built from four normalized attributes. Here's this role's own peer group at different match levels, so you can see the mechanism, not just the result.
Every comparison starts from the same 100-point budget: 25 for working in the same function, 40 for the same therapeutic area, 20 for the same or adjacent seniority, 15 for the same country. A dimension we can't confirm on both sides contributes nothing, never a guess, never a free pass.
0 points, never a partial guess. A role we know almost nothing about beyond its function bottoms out at 25%; it never inflates to 100% just because there's little to compare against. Seniority uses a defined ladder (Associate → Manager → Associate Director → Senior → Principal → Director → Senior Director → Executive/VP) so "Director" and "Senior Director" count as adjacent, but "Director" and "Executive/VP" do not.