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 prospects.
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