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

Job description

Career Category Supply Chain Job Description 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 .