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Hiring companyAmgen

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Director Of Customer Experience & Order-to-Cash

Hyderabad, India Full-time On-site

About the role

Director of Global Customer Experience & Order-to-Cash (GCX‑OTC) at Amgen India leads cross‑functional teams delivering best‑in‑class service to customers and clinical trial partners. The role drives customer delight, response and resolution times, and team satisfaction while aligning India operations with global OTC standards and KPIs. Responsibilities include managing Customer Service, Customer Experience, Digital Support, and Clinical Customer Service teams; implementing analytics strategy using SAP, Celonis, UI Path, Salesforce Service Cloud, IRT, and CTMS; ensuring compliance with GMP, GCP, GDP and local regulations; and collaborating with Quality, Compliance, Finance, Commercial, Technology IS and outsource partners. The director shapes service processes, optimizes performance, and fosters a culture of continuous improvement and data‑driven decision making. The position requires a strategic thinker with strong interpersonal, problem‑solving, and technology aptitude, and a proven record of leading global customer‑centric teams.

What you’ll do

  • Lead and manage Customer Service, Customer Experience, Digital Support, and Clinical Customer Service teams
  • Implement analytics strategy using SAP, Celonis, UI Path, Salesforce Service Cloud, IRT, and CTMS
  • Ensure compliance with GMP, GCP, GDP and local regulations
  • Collaborate with Quality, Compliance, Finance, Commercial, Technology IS and outsource partners
  • Align India operations with global OTC standards and KPIs
  • Drive customer delight, response and resolution times, and team satisfaction

What you’ll bring

Doctorate or Master’s degree with 18+ years industrial experience; 4 years managerial experience leading teams, projects, or programs.

Skills

Strategic thinking and foresightInterpersonal, networking and influencing skillsProblem‑solving and analytical skillsData‑driven mindset and technology aptitudeSAPCelonisUI PathSalesforce Service CloudeCommerceAgentforceInteractive Response TechnologyClinical Trial Management SystemsCompliance with GMP, GCP, GDP

Education

Doctorate

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