Manager Business Performance & Customer Insights (Analytics & SAP/OTC Performance Focus)

Position Summary

We are seeking a technically skilled and insight- driven Manager to join the BPCI team, focusing on data analytics , SAP/OTC performance metrics , and dashboarding . This role is responsible for delivering operational transparency and business intelligence through performance dashboards, metric development , and automation that support Amgen''s global OTC strategy .

The role will enable a culture of data- driven decision -making and operational excellence across regions by owning analytic capabilities and working collaboratively with internal partners to scale solutions. You will support performance tracking, analytics innovation , and continuous improvement efforts .

Key Responsibilities

- Design, build, and maintain interactive Power BI dashboards and reports that monitor critical OTC performance metrics across order management, returns, chargebacks , credits , and customer complaints .

- Translate business needs into scalable data solutions using SAP ERP, Salesforce and other enterprise systems.

- Partner with global GCX, Supply Chain, and DTI teams to ensure data accuracy , standardization , and effective reporting for key business processes.

- Lead development of new metrics and reporting frameworks to measure operational effectiveness , customer experience , and digital adoption trends.

- Provide analytics support for strategic initiatives such as process automation , system integration , and continuous improvement projects .

- Drive insights on customer behavior and pain points by integrating multiple datasets and collaborating with the Customer Journey, Service Delivery, and Product teams .

- Establish governance around dashboard design, data sources ,



and reporting standards to ensure consistency and alignment with enterprise objectives .

- Deliver training, documentation , and self-service tools to enhance analytics capabilities across the GCX team and business partners .

- Identify automation opportunities and influence technology enhancements to improve data accessibility and reduce manual reporting effort .

- Provide proactive analysis and early-warning indicators to support operational risk mitigation and business continuity planning .

Basic Qualifications

- Bachelor''s degree in Business, Analytics , Computer Science, Engineering , or a related field.

- 8+ years of experience in analytics , data management, or business intelligence roles within pharma, biotech , or healthcare.

- Proven experience with SAP ERP, Salesforce , and analytics platforms like Power BI and Tableau.

- Demonstrated understanding of OTC processes and ability to connect data with business outcomes .

Preferred Qualifications

- Bachelor''s degree in Business, Analytics , Computer Science, Engineering , or a related field; advanced degree preferred .

- 8+ years '' experience in analytics , data management, or business intelligence roles within pharma, biotech , or healthcare.

- Proven experience with SAP ERP, Salesforce , and analytics platforms like Power BI and Tableau.

- Robust understanding of OTC processes and ability to connect data with business outcomes .

- Excellent data storytelling and visualization skills; comfortable communicating technical insights to non- technical audiences .

- Demonstrated success in working in matrixed environments and supporting global teams .

- Strong analytical thinking , problem-solving , and project management skills.

Key Competencies

- Analytical Conceptual Thinking

- Performance Measurement Reporting

- Data Integration Visualization

- Problem Solving Continuous Improvement

- Collaboration Communication

- Digital Fluency Innovation

📌 Manager Business Performance & Customer Insights (Analytics & SAP/OTC (Hyderabad)
🏢 Amgen
📍 Hyderabad