Sr. Program Manager with Customer Experience

Role : Sr. Program Manager, Customer Experience

Location : Remote 

We are looking for IT Senior Program Manager with strong technical expertise and executive-level leadership communication skills to deliver customer experience for our global Healthcare Devices/Life Sciences clients, based out of Kalamazoo, MI.

This Program Manager is a strategic leader and trusted partner to executive stakeholders, capable of navigating highly complex customer environments and driving alignment across global, cross-functional teams. The Senior Program Manager will lead large-scale customer driven solutions.

The ideal candidate is customer-obsessed, highly analytical, and excels at bringing structure to ambiguity—while also driving measurable improvements in customer experience and business outcomes.



Responsibilities and Duties:

Partner with business stakeholders, cross-functional teams – Manufacturing, Distribution, Finance, IT infrastructure across geographies to integrate multiple systems to create robust supply chain operations.
Define application program scope, goals and deliverables; incorporate input from cross-functional team members and communicate to senior stakeholders.
Create, maintain, and drive schedule by monitoring progress, coordinating activities, and resolving problems. Implement, manage, and communicate program changes.
Actively assess program health, utilize technical, managerial, and leadership skills to keep program velocity on track. Understand and exercise escalation process both internally and externally to ensure high quality, on-time delivery.
Lead complex technology partnerships with external vendors, integrate external teams and results into critical path and manage deliverables against SOW’s.
Work closely with workstream owners and dependent teams in defining the vision and ensuring team is doing the right thing for the acquisition entity
Prioritize team activities, lead decision-making process, and make appropriate commitments to dependent teams and stakeholders.
Proactively identify and manage program risk; apply sound engineering problem-solving techniques and innovative mitigation plans to deliver excellence.
Lead design control activity, including but not limited to requirements, risk analysis, verification and validation protocols and reports, design transfer.
Lead process improvement as required to deliver scope of work assigned.
Support Quality Assurance and Regulatory Affairs during relevant to GxP Application validation processes.
Assist in management of headcount, budget, and purchasing activities.
Present project updates to senior-level stakeholders, welcoming feedback and implementing/driving changes quickly.
Build and execute operational and technical project plans, facilitate all project gate reviews, utilize PPM tool and effectively escalate issues to meet the project milestones/goals.
Demonstrate high adaptability and flexibility to take responsibility to support new projects that has priority and as communicated.


Basic Qualifications

Bachelor’s degree in IT, Business Administration, Computer science or related fields
Minimum 15 years work experience as a Project Manager
Minimum 3 years as a Program Manager
Minimum 3 years in Pharma/Life Science industry
Have PMP or relevant Project Management certifications

Preferred Experience and Skills:

Program Management experience overseeing enterprise level programs
Customer experience platform implementation leading multiple project teams working with several vendors and business groups
Experience working with various business stakeholders, preferably in a large global organization
Experience with traditional Waterfall/iterative project management framework and Agile methodologies
Expertise in using different project management tools including Planview, MS Project plan, reporting dashboards and metrics.
Effective resource management, budget and change management, while delivering consistent quality implementation to stakeholder expectations
Strong communicator with effective presentation skills delivering formal presentations & risk mitigations, benefits & financial realizations.
Self-motivated and independent critical thinker who can visualize and guide team during conflicting situations to stay focused on business goals & priorities
Effective conflict & impediments management in a fast-paced environment, take higher responsibilities working with cross functional team who are working on multiple priorities
Excellent leadership and interpersonal skills with ability to influence stakeholders and team members with variety of personal styles to focus on right priorities under pressure and tight deadlines.
Excellent written and verbal communication skills is a must.