Mgr Customer Service I

About the role

The Customer Experience Manager, is responsible for managing day-to-day customer service and order-to-cash operations within the Amgen India 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 GCX-OTC standards.

What you'll do

• 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

What you need

• Customer service
• Accounts receivable
• SOP writing
• Sales
• Any graduate