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Customer Care India Lead

3 months ago

Hyderabad, Telangana, India Amgen Full time

Join Amgen's Mission to Serve Patients

If you feel like you're part of something bigger, it's because you are. At Amgen, our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world's leading biotechnology companies. We are global collaborators who achieve together—researching, manufacturing, and delivering ever-better products that reach over 10 million patients worldwide. It's time for a career you can be proud of.

Customer Care India Lead

Live

What you will do

Let's do this. Let's change the world. In this vital role you will be an integral part in driving growth & innovation, improving efficiency and creating enterprise value – supporting our mission "To Serve Patients".

The Amgen India Digital Technology & Innovation Director for Customer Care & Experience (CCE) will be responsible for developing and leading a very hardworking engineering team that delivers ground breaking and innovative technologies to enhance Amgen user productivity and experience. The Engineering Director will be accountable for setting the strategic direction for the CCE capabilities, while ensuring alignment with the organizational goals. The role requires expertise in managing the end-to-end development and delivery of customer-facing digital capabilities including devices, mobility, enterprise service (ServiceNow) platform, and unified communication and collaboration tools.

Additionally, extensive collaboration with global teams is required to ensure seamless integration and operational excellence. The ideal candidate will have a strong background in the end-to-end software development lifecycle and be a Scaled Agile practitioner, coupled with leadership and transformation experience. This role demands the ability to drive and deliver against key organizational strategic initiatives, foster a collaborative environment, and deliver high-quality results in a matrixed organizational structure.

  • Provide strategic direction on the Customer Care & Experience (CCE) products, platforms, services and projects in alignment with organizational goals.
  • Oversee the software development lifecycle for the Customer Care & Experience organization.
  • Develop and implement strategic plans for advancing technologies across the Customer Care & Experience organization.
  • Leading a diverse team of hard-working engineers who are passionate and expert in their domain, and providing them with coaching, mentoring and feedback.
  • Define, lead and build an elite, collaborative and innovative team within a matrixed organization.
  • Collaborate with geographically dispersed teams, including those in the US and other international locations, to ensure seamless integration and operational excellence across regions and functions.
  • Balance strong technical results with outstanding customer focus, and ensuring reliability, security, compliance and quality of the CCE platforms & solutions.
  • Driving and delivering against key organizational strategic initiatives and fostering a collaborative and agile culture.
  • Partner and ensure alignment of the Amgen India DTI site leadership and follow global standards and practices.
  • Foster a culture of collaboration, innovation, and continuous improvement.
  • Manage budget responsibilities, maintain vendor relationships, oversee resource planning, and set goals for the team.
  • Identifying and implementing industry standard methodologies, strategies, and processes to support a best-in-class customer experience.
  • Accountability for succession planning and talent development within your organization.
  • Serving as a role model for Amgen leadership behaviors and for additional behaviors critical to success in a global, matrixed organization.

Win

What we expect of you

Basic Qualifications:

  • Doctorate degree and 4 years of experience in the CCE capability areas (devices, mobility, enterprise service management, and unified communications and collaboration), with a strong background in developing and delivering customer-centric and user-friendly digital solutions OR
  • Master's degree and 14 to 16 years of experience in the CCE capability areas (devices, mobility, enterprise service management, and unified communications and collaboration), with a strong background in developing and delivering customer-centric and user-friendly digital solutions. OR
  • Bachelor's degree and 16 to 18 years of experience in the CCE capability areas (devices, mobility, enterprise service management, and unified communications and collaboration), with a strong background in developing and delivering customer-centric and user-friendly digital solutions.

Preferred Qualifications:

  • 12+ years of experience in the CCE capability areas (devices, mobility, enterprise service management, and unified communications and collaboration), with a strong background in developing and delivering customer-centric and user-friendly digital solutions.
  • Proven leadership skills with the ability to lead large matrixed teams.
  • Experience in driving transformation initiatives using Scaled Agile methodology.
  • Excellent verbal and written communication skills for technical and non-technical audiences of various levels in the organization.

Good-to-Have Skills:

  • Work experience in the biotechnology or pharmaceutical industry.
  • Degree in Computer Science, Information Systems, Engineering, or Life Sciences.
  • Familiarity with GxP standards and CFR 2
  • Demonstrated ability to lead and work in a global, matrixed organizational structure
  • Experience driving a collaborative culture that values technical depth, accountability, and customer service.
  • Strong problem-solving and analytical skills.
  • Demonstrated ability to work effectively in a fast-paced, dynamic environment.
  • Understanding of ITIL processes and implementation.

Professional Certifications

  • SAFe for Teams certification (preferred)

Soft Skills:

  • Excellent leadership skills with the ability to develop teams and cultivate talent.
  • Demonstrated ability to influence decisions with business & technology Key partners & leadership
  • Strong transformation and change management experience.
  • Exceptional collaboration and communication skills.
  • High degree of initiative and self-motivation.
  • Ability to manage multiple priorities successfully.
  • Team-oriented with a focus on achieving team goals.
  • Strong presentation and public speaking skills.

Thrive

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for our teammates' professional and personal growth and well-being.

In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

Apply now

for a career that defies imagination

In our quest to serve patients above all else, Amgen is the first to imagine, and the last to doubt. Join us.

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 with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.