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

Position Summary 

We are seeking a technically skilled and insight-driven Manager to join the BPCI team, focusing on data analytics, SAP/OTC performance metrics, and dashboarding. This role is responsible for delivering operational transparency and business intelligence through performance dashboards, metric development, and automation that support Amgen's global OTC strategy. 

The role will enable a culture of data-driven decision-making and operational excellence across regions by owning analytic capabilities and working collaboratively with internal partners to scale solutions. You will support performance tracking, analytics innovation, and continuous improvement efforts. 

Key Responsibilities 

• Design, build, and maintain interactive Power BI dashboards and reports that monitor critical OTC performance metrics across order management, returns, chargebacks, credits, and customer complaints. 

• Translate business needs into scalable data solutions using SAP ERP, Salesforce and other enterprise systems. 

• Partner with global GCX, Supply Chain, and DTI teams to ensure data accuracy, standardization, and effective reporting for key business processes. 

• Lead development of new metrics and reporting frameworks to measure operational effectiveness, customer experience, and digital adoption trends. 

• Provide analytics support for strategic initiatives such as process automation, system integration, and continuous improvement projects. 

• Drive insights on customer behavior and pain points by integrating multiple datasets and collaborating with the Customer Journey, Service Delivery, and Product teams. 

• Establish governance around dashboard design, data sources, and reporting standards to ensure consistency and alignment with enterprise objectives. 

• Deliver training, documentation, and self-service tools to enhance analytics capabilities across the GCX team and business partners. 

• Identify automation opportunities and influence technology enhancements to improve data accessibility and reduce manual reporting effort. 

• Provide proactive analysis and early-warning indicators to support operational risk mitigation and business continuity planning. 

Basic Qualifications 

• Bachelor's degree in Business, Analytics, Computer Science, Engineering, or a related field. 

• 8+ years of experience in analytics, data management, or business intelligence roles within pharma, biotech, or healthcare. 

• Proven experience with SAP ERP, Salesforce, and analytics platforms like Power BI and Tableau. 

• Demonstrated understanding of OTC processes and ability to connect data with business outcomes. 

Preferred Qualifications 

• Bachelor's degree in Business, Analytics, Computer Science, Engineering, or a related field; advanced degree preferred. 

• 8+ years' experience in analytics, data management, or business intelligence roles within pharma, biotech, or healthcare. 

• Proven experience with SAP ERP, Salesforce, and analytics platforms like Power BI and Tableau. 

• Strong understanding of OTC processes and ability to connect data with business outcomes. 

• Excellent data storytelling and visualization skills; comfortable communicating technical insights to non-technical audiences. 

• Demonstrated success in working in matrixed environments and supporting global teams. 

• Strong analytical thinking, problem-solving, and project management skills. 

Key Competencies 

• Analytical & Conceptual Thinking 

• Performance Measurement & Reporting 

• Data Integration & Visualization 

• Problem Solving & Continuous Improvement 

• Collaboration & Communication 

• Digital Fluency & Innovation