Manager, Business Performance & Customer Insights (Analytics & SAP/OTC Performance Focus)

Job title: Manager, Business Performance & Customer Insights (Analytics & SAP/OTC Performance Focus)

About the Role

Manager, Business Performance & Customer Insights is responsible for translating global GCX-OTC strategy into trusted performance insights, scalable data products, and governance mechanisms that improve customer experience and order-to-cash outcomes. This role balances hands-on analytics delivery with strategic ownership of the GCX-OTC analytics operating model, including governance, data product lifecycle, and enabling self-service adoption across regions and partners.

What You'll Do

• Translate global GCX-OTC objectives into a performance measurement roadmap, KPI framework, and analytics portfolio for customer experience and OTC operations.
• Develop and sustain insights across order management, customer inquiries, returns, chargebacks, credits, complaints, disputes, service reliability, digital adoption, and related OTC metrics.
• Provide proactive analysis, trend interpretation, and early-warning indicators to identify customer pain points, operational risks, and improvement opportunities.
• Partner with GCX-OTC leadership to turn dashboards and analytics into operating routines, action plans, and measurable outcomes.
• Establish and maintain an analytics governance framework including metric definitions, data lineage, ownership, quality controls, refresh cadence, access, documentation, and change control.
• Serve as data owner/steward for GCX-OTC analytics assets; clarify decision rights and accountability.
• Lead or support governance forums with GCX, Finance, Supply Chain, Quality, Compliance, Commercial, DTI/IS, and outsource partners to align standards and resolve data or reporting issues.
• Own the data product lifecycle for BPCI dashboards, vet-build-sustain-sunset; vet new requests for value, data availability, risk, adoption, and alignment.
• Build scalable data products by translating needs into requirements, user stories, logic, visualization standards, testing, and release criteria.
• Sustain products via adoption tracking, usage analytics, training, documentation, quality monitoring, backlog management, and value reviews.
• Sunset or consolidate low-value assets with stakeholder communication and transition plans.
• Design, build, and enhance Power BI/Tableau dashboards and reporting using SAP ERP, Salesforce Service Cloud/eCommerce, Celonis, UiPath outputs, and other sources.
• Partner with DTI/IS and platform teams to improve data foundations, automate reporting, strengthen data accessibility, and support integration across channels.
• Promote consistent dashboard design, visualization standards, storytelling, and self-service.
• Deliver training, documentation, and enablement to improve analytics literacy.
• Lead continuous improvement initiatives focused on process optimization, standardization, automation, data quality, and service performance.
• Apply a perfection-through-iteration mindset by piloting, testing, learning, refining analytics products and governance based on feedback.
• Support transformation initiatives within GCX-OTC; embed metrics and insights into new ways of working.
• Provide functional leadership, coaching, and prioritization for analysts supporting BPCI initiatives, fostering collaboration, accountability, and Amgen Values.

What We're Looking For

• Strategic business partnering with the ability to translate GCX-OTC priorities into analytics roadmaps, governance routines, and measurable operational outcomes.
• Strong understanding of customer experience, order-to-cash service models, SOPs, SLAs, KPIs, operational controls, and cross-functional dependencies.
• Experience establishing analytics governance, metric standards, data stewardship practices, and data product lifecycle management.
• Advanced analytical and problem-solving skills, including ability to connect data, process, customer behavior, and business impact.