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 ...