Career Category
Supply Chain
Job Description
Manager Business Performance & Customer Insights
Location: Hyderabad
Function: GCX-OTC (Global Customer Experience & Order-to-cash)
Reports To: Associate Director Business Performance & Customer Insights

Role Overview
The Manager, Business Performance & Customer Insights is responsible for translating global GCX-OTC (Global Customer Experience & Order-to-cash) strategy into trusted performance insights, scalable data products, and governance mechanisms that improve customer experience and order-to-cash outcomes. This role acts as a key execution partner to senior leadership by connecting operational priorities, customer pain points, and enterprise data capabilities into explicit decisions and measurable business impact.
The role balances hands-on analytics delivery with strategic ownership of the GCX-OTC analytics operating model. This includes establishing a governance framework for metrics and data products, managing the data product lifecycle from vet-build-sustain-sunset, enabling self-service adoption,



and reinforcing a culture of data-driven continuous improvement across global regions and cross-functional partners.

Key Responsibilities
Business Performance & Customer Insights Strategy
- Translate global GCX-OTC objectives into a performance measurement roadmap, KPI framework, and prioritized analytics portfolio for customer experience and order-to-cash operations.
- Develop and sustain insights across order management, customer inquiries, returns, chargebacks, credits, complaints, disputes, service reliability, digital adoption, and related OTC performance areas.
- Provide proactive analysis, trend interpretation, and early-warning indicators to help leadership identify customer pain points, operational risks, service gaps, and improvement opportunities.
- Partner with GCX-OTC leadership to turn dashboards and analytics into operating routines, action plans, and measurable outcomes.
Analytics Governance & Data Stewa

📌 Manager Business Performance (Hyderabad)
🏢 AMGEN
📍 Hyderabad