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 prospects.
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