Mgr Customer Service I

India - Hyderabadmid

OtherCustomer Service

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Quick Summary

Overview

Career CategorySales Job Description Role Overview The Customer Experience Manager, is responsible for managing day-to-day customer service and order-to-cash operations within the Amgen India hub.

Technical Tools

OtherCustomer Service

Sales

Responsibilities

~1 min read

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.

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.

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 efficiency and accuracy.
Ensure accurate documentation and system usage across customer interactions and transactions.
Contribute to analytics initiatives that illuminate customer experience pain points and operational gaps.

Lead and support continuous improvement initiatives focused on process optimization, automation, and service quality.
Apply a “perfection through iteration” mindset by testing, learning, and refining solutions.
Support transformation initiatives and change management efforts within GCX-OTC operations.
Stay current on industry trends, customer service best practices, and digital capabilities.

Lead, coach, and develop team leads and customer service agents, building strong engagement and performance.
Set clear goals, expectations, and accountability aligned with business objectives.
Promote and model Amgen Values and GCX-OTC culture, fostering a positive and inclusive employee experience.
Manage performance, feedback, and development planning in a fast-paced, global environment.
Support workforce planning, onboarding, and capability building for current and future needs.

Strong customer-centric mindset with a focus on operational execution.
Proven people leadership skills, including coaching, performance management, and team development.
Solid analytical and problem-solving skills with the ability to use data to drive decisions.
Understanding of business objectives and ability to align customer service outcomes accordingly.
Comfort with digital tools, CRM/ERP systems, and performance dashboards.
Strong cross-functional collaboration and stakeholder management skills.
Change agility, resilience, and a continuous improvement mindset.