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 transparent 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 & Dat

📌 Manager Business Performance (Hyderabad)
🏢 AMGEN
📍 Hyderabad