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

Manager Business Performance & Customer Insights
Location: Hyderabad
Function: GCX-OTC (Global Customer Experience & Order-to-cash)
Reports To: Associate Director Business Performance & Customer Insights

Role Overview

The Manager, Business Performance & Customer Insights is responsible for translating global GCX-OTC (Global Customer Experience & Order-to-cash) strategy into trusted performance insights, scalable data products, and governance mechanisms that improve customer experience and order-to-cash outcomes. This role acts as a key execution partner to senior leadership by connecting operational priorities, customer pain points, and enterprise data capabilities into clear decisions and measurable business impact.

The role balances hands-on analytics delivery with strategic ownership of the GCX-OTC analytics operating model. This includes establishing a governance framework for metrics and data products, managing the data product lifecycle from vet-build-sustain-sunset, enabling self-service adoption, and reinforcing a culture of data-driven continuous improvement across global regions and cross-functional partners.

Key Responsibilities

Business Performance & Customer Insights Strategy

- Translate global GCX-OTC objectives into a performance measurement roadmap, KPI framework, and prioritized analytics portfolio for customer experience and order-to-cash operations.

- Develop and sustain insights across order management, customer inquiries, returns, chargebacks, credits, complaints, disputes, service reliability, digital adoption, and related OTC performance areas.

- Provide proactive analysis, trend interpretation, and early-warning indicators to help leadership identify customer pain points, operational risks, service gaps, and improvement opportunities.

- Partner with GCX-OTC leadership to turn dashboards and analytics into operating routines, action plans, and measurable outcomes.

Analytics Governance & Data Stewardship

- Establish and maintain a GCX-OTC analytics governance framework covering metric definitions, data lineage, ownership, quality controls, refresh cadence, access, documentation, and change control.

- Serve as functional data owner/steward for defined GCX-OTC analytics assets, clarifying decision rights, escalation paths, and accountability across business and technology stakeholders.

- 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.

- Ensure analytics products and reporting practices comply with enterprise data, privacy, security, and documentation standards.

Data Product Lifecycle & Portfolio Management

- Own the data product lifecycle for BPCI dashboards, scorecards, and insight assets, using a disciplined vet-build-sustain-sunset model to prioritize demand and reduce duplication.

- Vet new requests by assessing business value, stakeholder readiness, data availability, risk, adoption potential, and alignment to global GCX-OTC priorities.

- Build scalable data products by translating business needs into requirements, user stories, source-to-target logic, visualization standards, testing plans, and release criteria.

- Sustain products through adoption tracking, usage analytics, training, support documentation, quality monitoring, backlog management, and periodic value reviews.

- Sunset or consolidate low-value, redundant, or unsupported reporting assets while managing stakeholder communication and transition plans.

Data, Analytics & Technology Enablement

- Design, build, and enhance Power BI/Tableau dashboards and reporting products using SAP ERP, Salesforce Service Cloud/eCommerce, Celonis, UiPath outputs, and other enterprise data sources as applicable.

- Partner with DTI/IS and platform teams to improve data foundations, automate manual reporting, strengthen data accessibility, and support integration across commercial and digital customer channels.

- Promote consistent dashboard design, visualization standards, storytelling practices, and self-service tools that enable business users to act on insights confidently.

- Deliver training, documentation, and stakeholder enablement to improve analytics literacy and adoption across GCX-OTC teams and partners.

Continuous Improvement, Change & Operating Model

- Lead and support continuous improvement initiatives focused on process optimization, standardization, automation, data quality, and service performance.

- Apply a perfection-through-iteration mindset by piloting, testing, learning, and refining analytics products and governance practices based on user feedback and business outcomes.

- Support transformation initiatives and change management efforts within GCX-OTC, ensuring performance metrics, dashboards, and insights are embedded into new ways of working.

- Provide functional leadership, coaching, and prioritization for analysts or matrixed contributors supporting BPCI initiatives, while fostering collaboration, accountability, and Amgen Values.

Key Skills & Capabilities

- 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.

- Strong data storytelling and visualization skills; able to communicate technical insights clearly to non-technical stakeholders and senior leaders.

- Digital fluency with ERP, CRM, BI, process mining, and automation platforms such as SAP, Salesforce, Power BI, Tableau, Celonis, and UiPath.

- Strong stakeholder management, facilitation, change agility, and continuous improvement mindset in a global, matrixed environment.

Qualifications & Experience

- 8 years of experience in analytics, data management, business intelligence, performance management, customer experience operations, order-to-cash, supply chain, finance, or related business operations.

- 2-4 years of experience leading projects, analytics portfolios, direct reports, or matrixed contributors in a global or shared services environment preferred.

- Experience developing KPI frameworks, dashboards, self-service analytics, data governance routines, or data product lifecycle practices required.

- Hands-on experience with SAP ERP, Salesforce, Power BI or Tableau required; experience with Celonis or workflow tools preferred.

- Experience partnering with Technology/IS teams on data integration, reporting automation, data quality, access, and platform enhancement initiatives.

- Bachelor's degree in Business, Analytics, Computer Science, Engineering, Supply Chain, Finance, or a related field required; advanced degree preferred.

- Experience in pharma, biotech, healthcare, regulated environments, US based companies or global stakeholder models preferred.