Career Category
Supply Chain
Job Description
Role Overview
The Customer Service Manager, is responsible for managing day-to-day customer service and order-to-cash operations within the Amgen India hub. This role leads one or more customer service teams (including team leads and/or individual contributors) to deliver consistent, high-quality, and compliant customer experiences aligned with global GCX-OTC standards.
The Customer Service Manager acts as a key execution partner to senior leadership, translating global strategy into operational outcomes. This role emphasizes people leadership, operational performance, customer satisfaction, and continuous improvement, while modeling and reinforcing Amgen’s Values and culture.
Key Responsibilities
Customer Experience & Service Delivery
Lead and manage daily operations of assigned customer service teams, ensuring delivery of best-in-class customer experience.
Drive improvements in customer satisfaction, response times, resolution quality, and service reliability.
Act as an escalation point for complex customer issues,



ensuring timely resolution and root cause mitigation.
Ensure consistent execution of global GCX-OTC service models, SOPs, SLAs, and KPIs.
Order-to-Cash Operations
Oversee OTC activities within scope, including order management, customer inquiries, product and distribution complaints, and dispute resolution.
Ensure adherence to global OTC processes, controls, and performance standards.
Partner closely with Finance, Supply Chain, Quality, Compliance, Commercial, Technology/IS, and outsource partners to resolve issues and optimize workflows.
Support alignment and harmonization of service processes across commercial and digital customer channels.
Data, Analytics & Technology Enablement
Monitor team performance using dashboards, reports, and key metrics to identify trends and improvement opportunities.
Leverage platforms such as SAP, Salesforce Service Cloud/eCommerce, Celonis, and UiPath to enhance service effici

📌 Customer Execution Delivery Manager (Hyderabad)
🏢 AMGEN
📍 Hyderabad