Job detail for Order-to-Cash Product Execution

Career Category

Supply Chain

Job Description

Senior Associate, OTC Product Execution

Global Supply Chain | Customer Experience & Order-to-Cash

Role Overview

We are seeking a highly motivated and detail-oriented Senior Associate, Order-to-Cash (OTC) Product Execution, to support and enhance critical Customer Experience & Order-to-Cash operations across the global supply chain landscape. This role plays a key part in ensuring operational excellence, business continuity, process standardization, system optimization, automation, and digital innovation across OTC processes.

The ideal candidate combines strong end-to-end OTC business process knowledge with digital systems expertise, process improvement capabilities, automation skills, stakeholder management, and a passion for continuous improvement. You will collaborate with cross-functional teams across Supply Chain, IS/Product Teams, Quality, Finance, and Commercial affiliates to support global operations, drive process excellence, identify automation opportunities, support business transitions, and contribute to strategic digital transformation initiatives.

The successful candidate will help analyze current-state OTC processes, develop process documentation to identify operational inefficiencies and bottlenecks, and support the implementation of sustainable process improvements through automation, standardization, and digital enablement. Experience leveraging technology to simplify processes, reduce manual effort, and improve business outcomes will be highly valued.

This position offers an excellent opportunity to work in a highly collaborative global environment while contributing to digital supply chain, process excellence, automation, and AI-enabled initiatives.

**Key **

Business Operations & Digital Product Execution Support

• Support SAP S/4 HANA transition activities including UAT/OQ testing, cutover, hypercare, stabilization, and business readiness activities.
• Provide operational support for OTC systems and digital platforms including SAP S/4 HANA, Salesforce, EDI, RPA, AI-enabled solutions, and reporting tools.
• Analyze end-to-end OTC processes to identify inefficiencies, bottlenecks, duplicate activities, manual touchpoints, and process improvement opportunities.
• Develop and maintain process maps, SOPs, and L1-L4 process documentation to support operational excellence, standardization, and automation initiatives.
• Partner with business stakeholders to simplify, standardize, and optimize OTC processes through technology-enabled solutions.
• Support automation initiatives leveraging RPA, AI, workflow technologies, and digital solutions to improve efficiency, quality, scalability, and customer experience.
• Manage and resolve complex operational and system-related issues through structured troubleshooting, root cause analysis, and corrective actions.
• Support user training, business readiness, knowledge transfer, and adoption of new processes, systems, and digital capabilities.
• Collaborate with global OTC teams and service delivery partners to support process transition, stabilization, and capability migration into the Amgen India Hub (AIN).
• Contribute to continuous improvement and digital transformation initiatives by identifying opportunities to eliminate non-value-added activities and improve business outcomes.

Project & Portfolio Support

• Participate in cross-functional projects as a Tester, or Process Owner supporting OTC transformation, automation, and digital initiatives.
• Support business transition, knowledge transfer, and capability migration activities ensuring successful stabilization, standardization, and continuous improvement of business processes.
• Partner with business and project teams to gather requirements, support UAT, validation activities, process documentation, and solution deployment.
• Coordinate with GCX-OTC Project Managers and stakeholders to track project milestones, risks, dependencies, and implementation progress.
• Support future-state process design by identifying process improvement, simplification, standardization, and automation opportunities across OTC operations.

Process Improvement & Governance

• Participate in process improvement initiatives, automation assessments, and business process optimization activities.
• Develop and maintain SOPs, Work Instructions (WI), process maps, and training documentation.
• Support the identification and implementation of process standardization, simplification, and automation opportunities across OTC operations.
• Ensure all activities comply with SOX, GXP, GDP, and Amgen operational standards.
• Contribute to digital transformation initiatives through AI, automation, workflow optimization, and continuous improvement programs.

Key Deliverables

• Successful transition of OTC capabilities, including knowledge transfer, stabilization, and operational readiness.
• Successful delivery of SAP S/4 HANA transition activities including UAT/OQ testing, cutover, hypercare, and stabilization.
• High-quality support and timely resolution of OTC operational and system-related issues.
• Identification and implementation of process improvement, standardization, and automation opportunities across OTC operations.
• Successful execution of digital supply chain initiatives, enhancements, and automation projects that improve efficiency and customer experience.

Qualifications

Minimum Qualifications

• Bachelor’s degree in supply chain, Logistics, Information Technology or related field.
• 4+ years of experience in Supply Chain Operations, OTC, Digital Product Support, or related business processes, preferably within the pharmaceutical or regulated industry.
• Hands-on experience with ERP systems, at a minimum SAP S/4 HANA and Salesforce.
• Strong understanding of OTC business processes and operational workflows.
• Experience in process mapping, SOP development, or business process documentation (L1, L2, L3, L4).
• Demonstrated experience identifying process improvement, standardization, or automation opportunities within OTC operations.
• Experience working in global and cross-cultural environments.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills in English.

Preferred Qualifications

• Experience with SAP S/4 HANA, Salesforce, EDI, RPA, AI-enabled solutions, or other digital supply chain technologies.
• Experience with BOT development, Robotic Process Automation (RPA), or workflow automation tools such as Power Automate, UiPath, Automation Anywhere, or similar platforms.
• Experience in Order Management, Customer Service, or Shared Services operations within an OTC environment.
• Familiarity with emerging technologies such as Generative AI, machine learning-enabled workflows, intelligent document processing, or predictive analytics solutions is a plus.
• Knowledge of Operational Excellence, Lean, or Six Sigma principles.
• Experience in process mapping, value stream analysis, and development of L1, L2, L3, and L4 process documentation.
• Experience supporting business process transformation, shared services transitions, capability migrations, or GCC setup initiatives.
• Understanding of Good Distribution Practices (GDP) and regulated supply chain environments.
• APICS or SCOR certification is a plus.

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