Customer Experience Service Manager at Amgen · Lisbon

Customer Experience Service Manager Location: Portugal - Lisbon Career Category Strategy and Innovation Job Description Join our team at AMGEN Capability Center Portugal, consistently recognized among the top companies in the Best Workplaces™ ranking by Great Place to Work® in Portugal. In 2026, we were once again distinguished as one of the top Best Workplaces in the country (category 201–500 employees), reinforcing our commitment to an exceptional employee experience and workplace culture. We are a team of over 500 talented individuals, spanning more than 30 functions and areas of expertise, and representing over 40 nationalities. Together, we bring diverse perspectives and professional backgrounds to help shape the future of healthcare through innovation and technology. This is your opportunity to explore a world of possibilities across areas such as Data & Analytics, Digital, Technology & Innovation, Cybersecurity, R&D Operations, Global Distribution, Finance, Regulatory Affairs, General & Administrative, Human Resources, and many more. Located in the heart of Lisbon, our AMGEN office fosters a culture of innovation, excellence, and purpose. Come thrive with us at AMGEN, supporting our mission To Serve Patients. What we do at AMGEN matters in people’s lives. CUSTOMER EXPERIENCE SERVICE MANAGER We are looking for a highly adaptable customer experience leader who combines operational excellence with a transformation mindset. The ideal candidate is versatile, customer-centric, multilingual, and comfortable operating in a fast-paced global environment with evolving priorities. This person must influence across functions, drive continuous improvement, and lead with agility in a complex multi-country OTC landscape. LIVE WHAT YOU WILL DO As Customer Experience Manager, you will be responsible for leading Tier 1 customer engagement and end‑to‑end Customer Service and Order‑to‑Cash (OTC) operations for a defined cluster of countries within the AMGEN Capability Center Portugal. Operating in a highly interconnected global environment, you will partner closely with cross‑functional teams and global delivery partners to ensure seamless execution of OTC processes, consistent service delivery, and a differentiated customer experience aligned with global GCX‑OTC standards. You will play a key role in translating global strategy into operational excellence, acting as a trusted execution partner to senior leadership while fostering a customer‑centric, multilingual service environment. The responsibilities of the role will include: • Lead Tier 1 customer engagement and oversee day‑to‑day Customer Service and OTC operations for a cluster of countries • Drive proactive, high‑touch, and compliant customer engagement models to enhance customer satisfaction, loyalty, and business impact • Act as an escalation point for high‑priority and complex customer issues, ensuring timely resolution and root‑cause mitigation • Govern country‑cluster performance, including KPIs, SLAs, and customer experience metrics, ensuring alignment with business objectives • Lead regular business performance reviews with stakeholders, providing data‑driven insights and driving improvement action plans • Oversee OTC activities in scope, including order management, customer inquiries, product and distribution complaints, and dispute resolution • Ensure consistent execution of global GCX‑OTC service models, SOPs, performance standards, and compliance requirements, including SOX controls • Partner closely with Finance, Supply Chain, Quality, Compliance, Technology/IS, Commercial, and outsourced service providers • Leverage digital platforms such as SAP, Salesforce Service Cloud/eCommerce, Celonis, and UiPath to enhance service efficiency and visibility • Lead and support continuous improvement, automation, and transformation initiatives within GCX‑OTC operations • Foster a culture of customer obsession, accountability, and continuous improvement in a multilingual environment • Act as Recall Coordinator for Order‑to‑Cash processes, ensuring compliant execution of customer communication and OTC activities during product recalls WIN WHAT WE EXPECT OF YOU We are all different, yet we all use our unique contributions to serve patients. The professional we seek is a customer‑centric leader with strong analytical capabilities, excellent stakeholder management skills, and the ability to operate autonomously in a complex, global environment. Minimum requirements Bachelor’s degree 6–8 years of experience in Customer Service, Order‑to‑Cash, Supply Chain, or Customer Experience operations with strong exposure to end‑to‑end OTC processes 2–4 years of people management experience, preferably within a global or shared services model •Fluency in English Strong Sources May Include: Shared services / capability centers Pharma or medical device companies Complex B2B environments Customer operations transformation roles Regional service delivery organizations Global business services (GBS) Preferred requirements: Proven experience managing or collaborating with outsourcing partners across multiple countries Strong analytical and problem‑solving skills with a data‑driven mindset and experience using KPIs, SLAs, and customer experience metrics Proficiency with ERP and CRM platforms such as SAP and Salesforce Experience supporting process improvement, automation, or transformation initiatives Experience working in international, matrixed organizations with global stakeholders Fluency in additional European languages (French, Spanish, Italian, or German strongly preferred) Built or stabilized teams during transformation Worked in fast-evolving organizations Managed outsourced/vendor models Experience with S4/HANA + Salesforce ecosystems THRIVE WHAT YOU CAN EXPECT OF US As we work to develop treatments that take care of others, we also care deeply for our teammates’ well-being and growth. Vast opportunities to learn, develop, and move up and across our global organization. Diverse and inclusive community of belonging, where colleagues are empowered to bring ideas to the table, take risks, and act. Generous AMGEN Total Rewards Plan comprising healthcare, finance, wealth, and career benefits. Flexible work arrangements. APPLY NOW Objects in your future are closer than they appear. Join us. CAREERS.AMGEN.COM EQUAL OPPORTUNITY STATEMENT AMGEN is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation. .