Director Of Customer Experience & Order-to-Cash
On-siteHyderabad, Telangana, India
Job Summary
Lead and manage multiple Customer Service, Customer Experience, and Digital Support teams to deliver best-in-class service and drive continuous improvements for Amgen India. Align India operations with global order-to-cash standards and KPIs, overseeing processes including order management, product complaints, and dispute resolution. Collaborate with Quality, Compliance, Finance, and Technology partners to optimize service processes and resolve complex customer issues using data analytics tools like SAP and Salesforce. Ensure adherence to GMP, GCP, GDP, and local regulatory requirements while supporting harmonization of service models across commercial and clinical domains. Report to the Executive Director of Global Customer Experience & Order-to-Cash with a focus on accelerating market impact and driving transformational business value.
Required Qualifications
- Doctorate degree / Master's degree
- 18+yrs of Industrial experience
- 4 years of managerial experience directly managing people
- leadership experience leading teams, projects, programs or directing the allocation of resources
- Strategic thinking and foresight
- Interpersonal, networking and influencing skills
- Problem-solving and analytical skills
- Ability to understand business objectives and align CX accordingly
- Data-driven mindset and an aptitude for technology
- Drive results through growth mindset and team empowerment
- Ability to deliver Global Digital Support on a scale
- Ability to think globally and act regionally
- Impact-driven mindset
- Strategic perspective
- Empathetic approach
- Ability to model and resonate Amgen Value and Culture
- Ability to lead and manage multiple Customer Service, Customer Experience and Digital Support teams
- Operational leadership for Clinical Customer Service
- Ability to ensure compliance with global policies and local regulations
- Ability to ensure adherence to GMP, GCP, GDP, and local regulatory requirements for clinical supply operations
- Ability to partner with Global Clinical Customer Services (GCCS) and Global Development Operations
- Ability to support harmonization of service models across commercial and clinical domains
- Ability to ensure alignment with global order-to-cash (OTC) standards and KPIs
- Ability to oversee OTC processes including order management, product and distribution complaints, and dispute resolution
- Ability to create and implement an analytics strategy for best-in-class service delivery
- Ability to leverage tools and technologies such as SAP, Celonis, UI Path, Salesforce Service Cloud /eCommerce / Agentforce, Interactive Response Technology (IRT), and clinical trial management systems (CTMS)
Desired Qualifications
- Ability to foresee market changes, dynamism in customer expectations and strategize to guide the company to live up to those expectations in the fast-evolving digital world
- Ability to continually assess and proactively address gaps/opportunities
- Ability to nurture great relationships internally with his own team and leaders of other teams
- Ability to understand the pulse of customers and external stakeholders such as vendors and channel partners
- Ability to interpret and leverage data insights for constantly enhancing customer experience
- Ability to understand data analytics and extract useful or actionable information from it
- Ability to see through data and identify potential concerns and their respective solutions
- Ability to guide the team to be able to deliver best-in-class customer experience
- Ability to understand cultural differences and practical limitations (time zone, language, geo-distance, etc.) and turn them into advantages or differentiators
- Ability to clarify rules of engagement and empower team to amplify/accelerate results
- Ability to support OTC platforms and digital tools in all regions (e.g. Americas, EMEA, JAPAC) with scalability and agility in resource deployment
- Ability to leverage advanced tools to ensure efficient and consistent intake, triage, prioritization, execution, stakeholder engagement/communication, and measurement
- Ability to lean in to guide and assist in resolving complex customer issues
- Ability to treat complex customer issues as an opportunity and implement measures to avoid them
- Ability to deliver a 'perfection through iteration' approach to your region
- Ability to deliver fast, creative, and thoughtful solutions to challenges around the organization
- Ability to stay up to date on industry trends, and best practices in customer experience
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