Associate Director Customer Experience & Order-to-Cash (LATAM)

Career CategorySupply ChainJob DescriptionJoin Amgen’s Mission of Serving PatientsAt Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do.Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.Associate Director Customer Experience & Order-to-Cash The Associate Director will lead regional Customer Service and Customer Experience operations, driving customer satisfaction, operational excellence, digital transformation, alignment with global service standards, and regional business priorities. Will lead a strategically important organization within our Global Customer Experience & Order-to-Cash (GCX-OTC) model.Based in the Colombia Hub, this role will support Latin America and help deliver differentiated, customer-centric service for Amgen’s commercial customers across diverse and evolving markets.We are seeking a strong people leader with a blend of strategic vision and operational execution capabilities. Reporting to the Senior Director, GCX-OTC, the role requires strong cross-functional collaboration, regional leadership capability.IMPORTANT PLEASE READ: KINDLY UPLOAD YOUR CV IN ENGLISHWhat you will doLet’s do this. Let’s change the world. In this vital role you will:Customer Service Leadership & Regional Impact• Lead customer service operations and customer experience initiatives across the LATAM region.• Drive customer satisfaction, service reliability, and operational performance.• Promote a customer-first, data-driven culture.• Act as a role model for Amgen values and leadership behaviors.Operational Excellence & Cross-Functional Collaboration• Lead Customer Service and Customer Experience teams, including leaders and individual contributors.• Ensure alignment with global OTC standards, KPIs, governance, and compliance.• Partner with Amgen India for analytics, automation, and digital initiatives.• Collaborate with Commercial, Supply Chain, Quality, Compliance, Finance, and Technology teams.Digital Enablement & Continuous Improvement• Utilize platforms such as SAP, Salesforce Service Cloud, Celonis, and UiPath to improve efficiency.• Enable proactive issue resolution and process visibility.• Drive analytics-based insights and reporting.• Champion continuous improvement and scalable solutions.Compliance & Risk Management• Ensure adherence to GMP, GDP, and regulatory requirements.• Manage escalations and support complex issue resolution.• Maintain strong compliance and control standards.What we expect of youWe are all different, yet we all use our unique contributions to serve patients. The vital attribute professional we seek is a type of person with these qualifications.Basic Qualifications:Bachelor’s degree and 8+ years of experience in customer service, order-to-cash, supply chain, and/or commercial operations within a highly regulated industry (preferably pharma, biotech, medical device or healthcare) with strong customer operations and transformation experience.3+ years of people leadership experience is required, including leading regional or global teams; experience managing large and complex teams is highly desirable.Demonstrated experience driving process improvement, operational excellence, and/or digital transformation initiatives.Full professional proficiency in English and Spanish is required, along with strong communication and executive presentation skills, as this role involves daily interaction with global stakeholders at all levels.Preferred Qualifications:Successfully led regional customer service organizations, improved customer experience metrics, driven operational excellence initiatives, and partnered effectively across global matrix environments.Background in Good Practice (GxP) compliant environments, ensuring adherence to quality and regulatory standards.Familiarity with customer service operations across Latin America markets.Solid understanding of contact center operations, including shared services and outsourced delivery models.Hands-on experience in SAP S/4HANA.Strong focus and proven ability to leverage digital tools, analytics, automation, AI-enabled solutions, and continuous improvement methodologies to drive operational efficiency, enhance customer experience, and deliver impactful business outcomes.Ability to communicate in Portuguese or Canadian French is an asset.Leadership CapabilitiesStrong people leader with the ability to influence and collaborate effectively across global and regional matrix organizations.Strategic and operational mindset with the ability to translate business priorities into execution plans and measurable outcomes.Excellent stakeholder management skills across commercial, supply chain, quality, regulatory, compliance, finance, and clinical organizations.Analytical and problem-solving orientation with the ability to leverage data to drive decision-making and continuous improvement.Growth mindset with demonstrated ability to develop high-performing teams, lead through change, influence across global organizations, and operate effectively in complex environments.Strong customer-centric mindset combined with data-driven decision making.What you can expect of usAs we work to develop treatments that take care of others, we also work to care for your professional a