Customer Experience Service Manager at Amgen

Setup: Hybrid
Location: Lisbon
Type: Full-time

Description

AMGEN Capability Center Portugal is seeking a Customer Experience Service Manager to lead Tier 1 customer engagement and end-to-end Customer Service and Order-to-Cash (OTC) operations. The role involves partnering with cross-functional teams and global delivery partners to ensure seamless execution of OTC processes, consistent service delivery, and a differentiated customer experience. The manager will translate global strategy into operational excellence, foster a customer-centric, multilingual service environment, and leverage digital platforms like SAP and Salesforce.

Required Skills

Customer Service
Order-to-Cash (OTC) operations
Supply Chain
people management
ERP and CRM platforms
SAP
Salesforce
KPIs
SLAs
customer experience metrics
process improvement
automation
transformation initiatives
international, matrixed organizations
global stakeholders
Recall Coordinator

Additional Information

Required Previous Experiences: 6–8 years of experience in Customer Service, Order-to-Cash, Supply Chain, or Customer Experience operations with strong exposure to end-to-end OTC processes.
2–4 years of people management experience, preferably within a global or shared services model.
Preferred Qualifications: Proven experience managing or collaborating with outsourcing partners across multiple countries.
Strong analytical and problem-solving skills with a data-driven mindset and experience using KPIs, SLAs, and customer experience metrics.
Proficiency with ERP and CRM platforms such as SAP and Salesforce.
Experience supporting process improvement, automation, or transformation initiatives.
Experience working in international, matrixed organizations with global stakeholders.
Built or stabilized teams during transformation.
Worked in fast-evolving organizations.
Managed outsourced/vendor models.
Experience with S4/HANA + Salesforce ecosystems.

About Amgen

Amgen

BiotechnologyThousand Oaks, California10001+

Amgen discovers, develops, manufactures and delivers innovative medicines to fight some of the world’s toughest diseases. Harnessing the best of biology and technology, Amgen reaches millions of patients with its medicines, helping make people’s lives easier, fuller and longer.