[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All Amgen jobs](https://jobs.opennash.com/companies/amgen/) · [Search jobs](/search/) Amgen · India - Hyderabad # Manager Business Performance & Customer Insights (Analytics & SAP/OTC Performance Focus) India - Hyderabad Manager or lead Data & Analytics Listed on Amgen’s official careers site. Listed as of October 18, 2026. Check that it is still open and apply there. [Apply on Amgen’s careers site →](https://amgen.wd1.myworkdayjobs.com/Careers/job/India---Hyderabad/Manager-Business-Performance---Customer-Insights--Analytics---SAP-OTC-Performance-Focus-_R-240381) [OpenNash Jobs](https://jobs.opennash.com/) / [Amgen](https://jobs.opennash.com/companies/amgen/) / Manager Business Performance & Customer Insights (Analytics & SAP/OTC Performance Focus) ## Job description Career Category Supply Chain ### Job Description 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.. ## At a glance - Posted by the employer: Not stated - First seen by OpenNash: Jul 10, 2026 - Last checked: Oct 18, 2026 - Listed for: 100 days - Location: India - Hyderabad[Apply on Amgen’s careers site →](https://amgen.wd1.myworkdayjobs.com/Careers/job/India---Hyderabad/Manager-Business-Performance---Customer-Insights--Analytics---SAP-OTC-Performance-Focus-_R-240381) ## More jobs at Amgen ### [AI Data Scientist](https://jobs.opennash.com/companies/amgen/jobs/b627e947392e883438dd/) India - Hyderabad ### [AI Data Scientist, OTDS - Manager](https://jobs.opennash.com/companies/amgen/jobs/dc18cc90dea269f1f50b/) India - Hyderabad ### [AI Data Scientist, OTDS – Manager (Individual Contributor)](https://jobs.opennash.com/companies/amgen/jobs/f4e72922cf348d5b35c3/) India - Hyderabad ### [Advanced Analytics Manager](https://jobs.opennash.com/companies/amgen/jobs/4fd945f83a5246c7cb6d/) India - Hyderabad ### [Analytics Manager, Field Reporting Build & Development, CBU & IBBU](https://jobs.opennash.com/companies/amgen/jobs/3fdc152d10c171ab9f7b/) India - Hyderabad ## Similar jobs at other companies ### [Business Insights & Performance Lead](https://jobs.opennash.com/companies/nestle/jobs/2df0164eeeedac3a7b11/) Nestlé · Warszawa, PL ### [Sr Analyst Performance & Insights](https://jobs.opennash.com/companies/target/jobs/ac3c8822d8225cd4858e/) Target · Bangalore, India ### [retail performance insights manager fm](https://jobs.opennash.com/companies/richemont/jobs/5d0f1c4bea5dcd8b3eb2/) Richemont ### [senior analyst regional client insights performance](https://jobs.opennash.com/companies/richemont/jobs/2ccc200d53e481db93fc/) Richemont ### [Gerente de Performance, MIS & Customer Insights (Customer Experience)](https://jobs.opennash.com/companies/experian/jobs/31f68d5cb47809aaa6a1/) Experian · São Paulo, Brazil OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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