Associate Director Customer Experience & Order-to-Cash (LATAM)
Amgen Inc. (IR) • bogotá, Colombia
Role Description
Associate Director, Customer Experience & Order-to-Cash
Location: Colombia Hub (supporting Latin America)
Role Overview
Lead regional Customer Service and Customer Experience operations, driving customer satisfaction, operational excellence, digital transformation, and alignment with global service standards.
Responsibilities
- Lead customer service operations and customer experience initiatives across the LATAM region.
- Drive customer satisfaction, service reliability, and operational performance.
- Promote a customer‑first, data‑driven culture.
- Act as a role model for Amgen values and leadership behaviors.
- Ensure alignment with global OTC standards, KPIs, governance, and compliance.
- Partner with cross‑functional teams (Commercial, Supply Chain, Quality, Compliance, Finance, Technology).
- Utilize platforms such as SAP, Salesforce Service Cloud, Celonis, and UiPath ...