Digital Program Manager/Customer Experience

Introduction:

Seeking a Program Manager with strong business acumen around digital products to manage and drive launch plans for Pharma Patient Customer Solutions. In this role, you will be responsible for managing and coordinating all aspects of the digital product portfolio to implement and deploy solutions across various stakeholder groups and our partners.

Responsibilities:

• Lead end-to-end delivery of digital product programs across Pharma Digital Innovation and Customer Experience initiatives.
• Manage the rollout of complex, interconnected product suites, ensuring alignment across multiple workstreams, platforms, and stakeholders.
• Develop and maintain a comprehensive program roadmap, including dependencies, risks, and cross-functional impacts.
• Create and drive a business priority map, aligning initiatives with strategic objectives and customer experience goals.
• Oversee product launch planning and execution, ensuring readiness across business, operations, and technology teams.
• Drive transformational change initiatives, improving digital capabilities and enhancing patient, provider, and customer engagement.
• Optimize operational efficiency by identifying gaps, streamlining processes, and improving delivery models.
• Lead portfolio strategy and governance, prioritizing initiatives based on business value, ROI, and resource availability.
• Ensure effective resource alignment and prioritization across multiple programs and teams.
• Collaborate with cross-functional stakeholders including Product, Marketing, IT, Compliance, and Commercial teams.
• Manage risks, dependencies, and program-level communications to executive leadership.
• Ensure compliance with pharma regulations and data governance standards.

Requirements:

• 10+ years of experience in Program Management, with a strong focus on digital product delivery.
• Proven experience in the pharmaceutical or life sciences industry.
• Demonstrated success managing enterprise-scale digital transformation programs.
• Strong experience with customer experience (CX) initiatives and digital engagement platforms.
• Experience managing complex product ecosystems and interdependencies.
• Expertise in product launch management, portfolio planning, and program governance.
• Strong understanding of Agile, SAFe, and hybrid delivery models.
• Ability to translate business strategy into executable program plans.
• Excellent stakeholder management and executive communication skills.

Preferred Qualifications:

• Experience working in large pharma enterprises similar to Johnson & Johnson (J&J) or equivalent.
• Background in digital health, patient engagement platforms, or omnichannel customer experience.
• Familiarity with regulatory frameworks (FDA, GxP, HIPAA).
• Experience with tools such as Jira, ADO, Smartsheet, or similar program management platforms.
• MBA or equivalent advanced degree (nice to have).

Key Skills:

• Digital Product Program Delivery
• Customer Experience (CX) Transformation
• Portfolio & Roadmap Strategy
• Business Priority Mapping
• Resource Planning & Optimization
• Change Management & Transformation
• Cross-functional Leadership
• Risk & Dependency Management