Director Of Customer Experience & Order-to-Cash

Career Category

Operations

Job Description

We are seeking a Director of Global Customer Experience & Order-to-Cash (GCX-OTC) to play a pivotal leadership role in shaping and executing our customer experience and service delivery vision for our Amgen India site.  This leader will be responsible for accelerating our impact on the market and driving transformational business value across customer engagement/intimacy, digital enablement, and illuminating customer experience by embedding customer insights into the business. The ideal candidate will bring a customer first, data driven approach along with a proven record of leading global customer-centric teams.

Reporting to the Executive Director of Global Customer Experience & Order-to-Cash, this key leadership role will require the ability to think globally and act regionally. This leader will have an impact-driven mindset, strategic perspective, and an empathetic approach and focus on their teams. This leader will model and resonate Amgen Value and Culture with team, driving a harmonious and differentiated employee experience.

About The Role

The India GCX-OTC Head will lead and manage multiple Customer Service, Customer Experience and Digital Support teams, composed of team leads and team members of varying roles and responsibilities, all dedicated to delivering best-in-class service to our customers and driving continuous improvements and innovations. In addition, this role will provide operational leadership for Clinical Customer Service, ensuring consistent, compliant, and responsive support for Amgen’s global clinical trials and investigational product supply chain. Your mission will lead these teams toward ensuring seamless service delivery, operational excellence, and alignment with strategic business objectives. Working across the business, you will ensure cross-functional and cross-regional collaboration to ensure we support both new and existing customers across the lifecycle journey.

What’s the job?

• Be a driving force for us overshooting our goals, boosting customer delight, response and resolution times, and team member satisfaction.
• Live/promote Amgen Value and GCX-OTC Culture that is consistent with the global framework
• Closely collaborate with Quality, Compliance, Finance, Commercial, Technology IS and outsource partners to optimize our service processes and performance creatively and effectively, always mindful of our customers’ friction areas in their respective journeys.
• Align India operations with global order-to-cash (OTC) standards and KPIs. Oversee OTC processes including order management, product and distribution complaints, and dispute resolution.

• Create and implement an analytics strategy for best-in-class service delivery. Leverage tools and technologies such as SAP, Celonis (Process Intelligence), UI Path (Intelligent Document Processing), Salesforce Service Cloud /eCommerce / Agentforce, Interactive Response Technology (IRT), and clinical trial management systems (CTMS) for smart reporting and analytics across customer service and other customer facing functions/channels to sense patterns, predict resolution pathways, and make data-driven decisions.

• Lean in to guide and assist in resolving complex customer issues; treat them as an opportunity and implement measures to avoid them.
• Instill a “perfection through iteration” approach to your region, delivering fast, creative, and thoughtful solutions to challenges around the organization.
• Ensure compliance with global policies and local regulations.
• Stay up to date on industry trends, and best practices in customer experience.
• Partner with Global Clinical Customer Services (GCCS) and Global Development Operations to align customer service processes with study supply requirements, including investigational product order fulfillment, temperature-controlled logistics, and returns management.
• Support harmonization of service models across commercial and clinical domains to deliver a unified customer and patient experience
• Ensure adherence to GMP, GCP, GDP, and local regulatory requirements for clinical supply operations

 Key Skills Required For The Role Of Director Customer Service

1. Strategic thinking and foresight: As the person in charge of overall customer service, the Director of Customer Service should be able 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. Continually assess and proactively address gaps/opportunities.

2. Interpersonal, networking and influencing skills: For someone who not only needs to nurture great relationships internally with his own team and leaders of other teams but also understand the pulse of customers and external stakeholders such as vendors and channel partners, interpersonal and networking skills are indispensable.

3. Problem-solving and analytical skills: Director of Customer Service should be adept at interpreting and leveraging data insights for constantly enhancing customer experience. Ability to understand data analytics and extract useful or actionable information from it along with strong problem-solving skills is a power-packed combination for ensuring customer experience gaps do not occur or are resolved efficiently. It is essential for the Director of Customer Service be able to see through data and identify potential concerns and their respective solutions to be able to guide the team to be able to deliver best-in-class customer experience.

4. Ability to understand business objectives and align CX accordingly: As the person in-charge for the overall Customer Service strategy, the Director needs to have a clear understanding of the company’s business objectives so that he can strategize CX efforts such that it contributes to the achievement of the business goals.

5. Data-driven mindset and an aptitude for technology: Data and technology make for the foundation of today’s customer experience efforts and this marketing technology landscape itself is still evolving. This means the Director of Customer Service cannot do without being adept on all the tools and technologies that help businesses deliver, manage, measure and improve customer experience. Support establishment, maturation, and sustainment of channel analytics tools and dashboards to meet business needs.

6. Drive results through growth mindset and team empowerment: Understand cultural differences and practical limitations (time zone, language, geo-distance, etc.) and turn them into advantages or differentiators. Clarify rules of engagement and empower team to amplify/accelerate results.

7. Deliver Global Digital Support on a scale: Support OTC platforms and digital tools in all regions (e.g. Americas, EMEA, JAPAC) with scalability and agility in resource deployment. Leverage advanced tools to ensure efficient and consistent intake, triage, prioritization, execution, stakeholder engagement/communication, and measurement.

Basic Qualifications and Experience:

• Doctorate degree / Master’s degree with 18+yrs of Industrial experience.

• 4 years of managerial experience directly managing people and/or leadership experience leading teams, projects, programs or directing the allocation of resources.    

Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

We will ensure that individuals with disabilities are provided with 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 an accommodation.

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