Mgr Customer Service I

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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