Career Category Sales & Marketing Operations 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 . Amgen is committed to unlocking the potential of biology for patients suffering from serious illnesses by discovering, developing, manufacturing and delivering innovative human therapeutics. This approach begins by using tools like advanced human genetics to unravel the complexities of disease and understand the fundamentals of human biology. Amgen focuses on areas of high unmet medical need and leverages its biologics manufacturing expertise to strive for solutions that improve health outcomes and dramatically improve people's lives. A biotechnology pioneer since 1980, Amgen has grown to be one of the world's leading independent biotechnology companies, has reached millions of patients around the world and is developing a pipeline of medicines with breakaway potential. For more information, visit www.amgen.com and follow us on www.twitter.com/amgen