Customer Experience and OTC Manager (Bogotá)

Career CategorySupply ChainJob DescriptionJoin Amgen’s Mission of Serving Patients At 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.Customer Experience and OTC Manager (Bogotá)What you will doLet’s do this. Let’s change the world. In this vital role you are responsible for managing day-to-day customer service and order-to-cash operations within the Amgen Colombia 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 Customer Experience Order-to-Cash (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’s leadership, operational performance, customer satisfaction, and continuous improvement, while modeling and reinforcing Amgen’s Values and culture.Key ResponsibilitiesCustomer Experience & Service DeliveryLead 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 a partner concern point for complex customer issues, ensuring timely resolution and root cause mitigation.Ensure consistent execution of global GCX-OTC service models, procedures, SLAs, and critical metrics across the organization.Order-to-Cash OperationsOversee OTC activities within scope, including customer master data, order management, customer inquiries, product and distribution complaints, and dispute resolution.Ensure adherence to global OTC processes, controls, and performance standards.Maintain audit-ready documentation and adherence to controlled SOP environments.Partner closely with Finance, Accounting, 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.Cross-functional Coordination & SupportOperational triage and issue resolution - serve as a technical liaison between business interested parties and IS teams, translating business needs into technical solutions and ensuring alignmentOwnership in cross functional project's coordination with internal and external customers to resolve issues or mitigate risksUnderstanding processing and troubleshoot IDOCs to ensure accurate and reliable system integrations; Knowledge in EDI (850, 940, 945, 997, 856, 810, 180) Data, Analytics & Technology EnablementMonitor 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 & ChangeLead and support continuous improvement initiatives focused on process optimization, automation, and service quality.Apply a “perfection through iteration” attitude by testing, learning, and refining solutions.Support transformation initiatives and change management efforts within GCX-OTC operations.Stay current on industry trends, customer service standard methodologies, and digital capabilities.People Leadership & CultureLead, 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.Embed Strategy into OperationsAct as a bridge between strategy and execution, ensuring CX & OTC transformation initiatives are grounded in real operational workflows and constraints.Proactively engaged with frontline, operational customers and capability leads to understanding end-to-end OTC activities, challenges, and opportunities.Translate strategic objectives into clear, actionable initiatives, roadmaps, and process improvements that can be adopted by operations teams.Identify process gaps, inefficiencies, and friction points across OTC and customer experience journeys; propose pragmatic improvements.Execution & Change EnablementSupport delivery of digital, process, and data initiatives (e.g., SAP S/4HANA, automation, analytics, Salesforce, EDI) by ensuring operational readiness and adoption.Support portfolio and project execution by coordinating deliverables, tracking progress, and managing interdependence use.data and operational feedback to assess initiative impact, identify risks, and recommend course corrections.What we expect of youWe are all different, yet we all use our unique contributions to serve pat