Colombia - Bogota

JOB ID: R-246555 LOCATION: Colombia - Bogota WORK LOCATION TYPE: Flex Commuter / Hybrid DATE POSTED: Jun. 03, 2026 CATEGORY: Supply Chain

**Join Amgen’s Mission of Serving Patients**

At Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do.

Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas -Oncology, Inflammation, General Medicine, and Rare Disease
- we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.

Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

**Customer Experience and OTC Manager (Bogotá)**

**What you will do**

Let’s do this. Let’s change the world. In this vital role you are responsible for managing day-to-day customer service and order-to-cash operations within the Amgen Colombia hub. This role leads one or more customer service teams (including team leads and/or individual contributors) to deliver consistent, high-quality, and compliant customer experiences aligned with Global Customer Experience Order-to-Cash (GCX-OTC) standards.

The Customer Experience Manager acts as a key execution partner to senior leadership, translating global strategy into operational outcomes. This role emphasizes people’s leadership, operational performance, customer satisfaction,



and continuous improvement, while modeling and reinforcing Amgen’s Values and culture.

**Key Responsibilities**

**Customer Experience & Service Delivery**
- 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 a partner concern point for complex customer issues, ensuring timely resolution and root cause mitigation.
- Ensure consistent execution of integral GCX-OTC service models, procedures, SLAs, and critical metrics across the organization.

**Order-to-Cash Operations**
- Oversee OTC activities within scope, including customer master data, order management, customer inquiries, product and distribution complaints, and dispute resolution.
- Ensure adherence to global OTC processes, controls, and performance standards.
- Maintain audit-ready documentation and adherence to controlled SOP environments.
- Partner closely with Finance, Accounting, 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.

**Cross-functional Coordination & Support**




- Operational triage and issue resolution - serve as a technical liaison between business interested parties and IS teams, translating business needs into technical solutions and ensuring alignment
- Ownership in cross functional project's coordination with internal and external customers to resolve issues or mitigate risks
- Understanding processing and troubleshoot IDOCs to ensure accurate and reliable system integrations; Knowledge in EDI (850, 940, 945, 997, 856, 810, 180) Data, Analytics & Technology Enablement
- 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.

**Continuous Improvement & Change**
- Lead and support continuous improvement initiatives focused on process optimization, automation, and service quality.
- Support transformation initiatives and change management efforts within GCX-OTC operations.
- Stay current on industry trends, customer service standard methodologies, and digital capabilities.

**People Leadership & Culture**
- 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

📌 Customer Experience and OTC Manager (Bogotá)
🏢 Amgen
📍 Bogotá