Senior Manager Customer Experience

Amgen, Bogotá, Colombia Senior Manager Customer Experience & Digital Transformation (Bogotá) We are looking for a dynamic leader with a demonstrated history of successful vendor, account, and customer relations—someone who maximises customer insight and data to identify and prioritize opportunities, and who brings a strong track record of leading and developing talent. Flexibility and the ability to prioritize in a changing business environment will be key to success. Our team culture is goal‑oriented, collaborative, and driven to achieve results. We seek an individual who is motivated by a fast‑paced and highly entrepreneurial environment. As the Senior Manager Business Performance Strategy Lead (BPSL), you will lead the activities of the regional OTC (Order‑to‑Cash) organization for Amgen Supply Chain and manage a team of direct reports. You will assist with strategic direction, support development of the digital and CX roadmap, and oversee the execution of the order‑to‑cash process following industry standards. The BPSL leads continuous improvement and operational excellence efforts to build and improve scalable business processes. Responsibilities Business Insights & Strategy Analyze business metric data (e.g., KPIs) to identify improvement opportunities and drive performance. Collaborate with Quality, Compliance, Finance, Commercial, IS, and vendors to streamline processes, integrate digital tools, and remove friction points. Present insights and guide decision‑making through impactful storytelling and analytics. Provide regular reports and data‑driven recommendations to enhance customer experience. Run the Business – OTC Execution Leverage deep OTC knowledge to find opportunities, reduce risks, and design high‑impact, efficient solutions. Review transactional backlogs, risks, and proactively plan mitigation strategies. Anticipate market and customer shifts, continuously assessing performance and closing gaps to stay ahead. Ensure accurate and compliant execution of Amgen’s policies and procedures (SOX, quota, quarter‑end management). Performance Management Prepare and review analytics to supervise operational effectiveness. Lead change management activities to implement critical initiatives. Define success measures and track metrics. Talent Development Build and guide a high‑performing team to deliver exceptional customer experience through optimized processes, enhanced digital systems, and data‑driven insights. Influence senior leadership on key priorities such as employee and customer experience, risk management, and organizational design. CX/DX Roadmap & Innovation Align cross‑functional and regional teams with supply chain strategy and future technology roadmap. Stay informed on market trends to introduce innovative solutions. Shape strategies for SAP, EDI, Salesforce, AI, and other systems through proactive improvements and cross‑functional collaboration. Drive adoption of sophisticated technologies such as AI. Basic Qualifications Doctorate degree and 2 years of experience OR Master’s degree and 6 years of experience OR Bachelor’s degree and 8 years of experience. Proficiency in English language. Preferred Qualifications BS/MS Degree with 10+ years of experience leading a large service‑oriented operations organization focused on customer success, revenue growth and sales. 5+ years of experience working with SAP Order to Cash processes, Sales Order Management, Pricing, Delivery, and Billing in a functional/project lead role. Minimum of 3+ years responsible for full lifecycle, end‑to‑end SAP Order to Cash implementations, including hands‑on design and configuration experience. At least 2 years’ BPO proven experience working in a supervisory role with the ability to collaborate with global cross‑functional and cross‑regional teams. Must be enthusiastic, self‑motivated, high‑energy and a driven problem solver – especially in face of resistance or setbacks. What You Can Expect Of Us As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well‑being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way. In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards. Apply now and make a lasting impact with the Amgen team. career.amgen.com Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. #J-18808-Ljbffr