Customer Experience Manager (Order-to-Cash)

About the role

The Customer Experience Manager manages day-to-day customer service and order-to-cash operations within the Amgen India hub. The role leads one or more customer service teams, including team leads and individual contributors, to deliver consistent, high-quality and compliant customer experiences aligned with global GCX-OTC standards. It acts as a key execution partner to senior leadership, emphasizing people leadership, operational performance, customer satisfaction and continuous improvement.

Key responsibilities

• Lead and manage daily operations of assigned customer service teams, improving satisfaction, response times, resolution quality and service reliability
• Act as escalation point for complex customer issues and ensure timely resolution and root cause mitigation
• Ensure consistent execution of global GCX-OTC service models, SOPs, SLAs and KPIs
• Oversee order-to-cash activities including order management, customer inquiries, product and distribution complaints and dispute resolution
• Partner with Finance, Supply Chain, Quality, Compliance, Commercial, Technology/IS and outsource partners to resolve issues and optimise workflows
• Support alignment of service processes across commercial and digital customer channels
• Monitor team performance with dashboards and reports, and use SAP, Salesforce Service Cloud/eCommerce, Celonis and UiPath to improve efficiency and accuracy
• Contribute to analytics initiatives that highlight customer experience pain points and operational gaps
• Lead continuous improvement, automation and change management within GCX-OTC operations
• Lead, coach and develop team leads and agents, set goals and expectations, and manage performance, feedback and development planning
• Promote Amgen values and GCX-OTC culture, and support workforce planning, onboarding and capability building

Required profile

• Strong customer-centric mindset with a focus on operational execution
• Proven people leadership skills, including coaching, performance management and team development
• Understanding of business objectives and ability to align customer service outcomes accordingly
• Change agility, resilience and a continuous improvement mindset

Required skills

• Solid analytical and problem-solving skills, using data to drive decisions
• Comfort with digital tools, CRM/ERP systems and performance dashboards
• Strong cross-functional collaboration and stakeholder management