Career Category

Job Description

About the Role

Lead Amgen’s global Order-to-Cash (OTC) digital platforms and support operations, with accountability for system support and performance management, process standardization, and customer experience outcomes across regions. This role combines global team leadership with ownership of core OTC capabilities, driving measurable improvements in cycle time, service quality, and operational efficiency.

Reporting to the Director of Global Customer Experience & Order-to-Cash, you will lead teams based in India and partner across Finance, Commercial, Quality, and Technology teams globally to deliver scalable, high-impact solutions.

Key Responsibilities

• Global OTC Operations & Support: Lead and scale digital support teams to deliver consistent, high-quality service across Americas, EMEA, and JAPAC pertaining to SAP, EDI, CRM (Salesforce), robotic process automations (RPAs), and AI platforms/tools.
• Platform Performance & Roadmap: Own business prioritization and roadmap for core OTC systems (e.g. SAP, EDI, CRM/Salesforce) in partnership with Technology, ensuring reliability, usability, and business alignment
• Process Standardization & Efficiency: Drive global standardization and automation to reduce cycle times, eliminate defects, and improve service metrics.
• Transformation Delivery: Execute a focused portfolio of digital and process initiatives that deliver measurable business outcomes.
• Cross-Functional Alignment: Partner with key stakeholders to prioritize work, remove friction, and ensure end-to-end process effectiveness.
• Team Leadership: Build and develop high-performing teams, setting clear goals, accountability, and performance standards. Success in the First 12 Months
• Establish a standardized global support model with clear SLAs and KPIs
• Reduce order-to-cash cycle time and improve first-contact resolution Deliver a prioritized roadmap of system and process improvements
• Increase automation and reduce manual interventions in key workflows
• Improve customer and internal stakeholder satisfaction scores

Key Skills Requirements

• Execution Focus: Translates strategy into clear plans and delivers measurable results
• Technology Proficiency: Experience in OTC digital tools and platforms, e.g. SAP, CRM/Salesforce, EDI, RPA, AI
• Systems Thinking: Understands end-to-end OTC processes and dependencies
• Stakeholder Leadership: Influences across functions and levels to drive alignment
• Team Development: Builds accountable, high-performing global teams

Basic Qualifications

• 12+ years of experience in SAP, Order-to-Cash, supply chain, or customer operations
• 7+ years of people leadership experience in global or distributed teams
• Strong expertise in SAP OTC processes (order management, billing, returns, etc.)
• Comfort working with AI-enabled tools and automation
• Proven track record delivering operational improvements and business transformation
• Experience working cross-functionally with Finance, Commercial, and IT

Preferred Qualifications

• Experience with Salesforce CRM and EDI integrations
• Experience with automation or AI-driven process improvements
• Experience in regulated environments (e.g., GxP) and biopharma industries
• Strong program or portfolio management experience
• Advanced data analysis and storytelling skills