Director, Customer Service

About the role

As Director of Customer Service you will lead a critical organization within Amgen’s Global Customer Experience & Order‑to‑Cash model, delivering best‑in‑class service to the company’s most complex commercial and clinical customers. You will combine deep customer intimacy, operational excellence and digital enablement to improve service outcomes and embed customer insights into business decisions.

Key responsibilities

• Define and execute the end‑to‑end customer service strategy for high‑tier commercial and clinical segments.
• Drive measurable improvements in customer satisfaction, resolution speed, service reliability and employee engagement.
• Lead multiple Customer Service, Customer Experience, Digital Support and Clinical Customer Service teams across regions.
• Partner with teams in Portugal, the Netherlands, India and Global Clinical Customer Services to ensure alignment with global standards and KPIs.
• Leverage enterprise platforms (SAP, Salesforce Service Cloud, Celonis, UiPath, CTMS, IRT) to enable proactive issue detection and continuous improvement.

Required profile

• Senior leader with a global mindset and experience in highly matrixed, regulated environments.
• Proven track record of driving customer‑first, data‑driven cultures.
• Strong ability to influence across functions and regions.

Required skills

• SAP
• Salesforce Service Cloud
• Celonis
• UiPath
• CTMS (Clinical Trial Management System)
• IRT (Interactive Response Technology)

What we offer

• Opportunity to shape customer experience for a leading global biopharma.
• Collaborative, innovative environment in the heart of Lisbon.
• Access to diverse functions and cutting‑edge technologies.