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
In this vital role, you will be an integral part of 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 hardworking engineering team that delivers groundbreaking and innovative technologies to enhance user productivity and experience. The Engineering Director will be accountable for setting the strategic direction for the CCE capabilities, while ensuring alignment with 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.
Lead a diverse team of engineers who are passionate and expert in their domain, providing coaching, mentoring, and feedback.
Define, lead, and build an elite, collaborative, and innovative team within a matrixed organization.
Collaborate with geographically dispersed teams to ensure seamless integration and operational excellence across regions and functions.
Balance strong technical results with outstanding customer focus, ensuring reliability, security, compliance, and quality of the CCE platforms & solutions.
Drive and deliver against key organizational strategic initiatives and foster a collaborative and agile culture.
Partner with 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.
Identify and implement industry standard methodologies, strategies, and processes to support a best-in-class customer experience.
Accountability for succession planning and talent development within your organization.
Serve 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, 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, 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, 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.
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 partners.
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.
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.
careers.amgen.com
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.
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