Customer Support Operations Program Manager (Life Sciences and Healthcare)
Core
Manage operational projects and programs for Life Sciences and Healthcare customers to improve service expectations, cost performance, and customer satisfaction through continuous process innovation.
Role type
Senior IC Customer Support Operations Program Manager
Builds
Standardized, sustainable solutions for specific customer/industry programs including new business acquisition, RFP/RFQ responses, solution implementations, and pre/post-sales support.
Domain
Logistics / Life Sciences and Healthcare
Required skills
Project management, process improvement, vendor management, performance analysis, cross-functional collaboration, contract/SLA management, operational requirements definition
Preferred skills
Lean Sigma, Six Sigma, Prince2, PMP, continuous improvement tools, process mapping
Technologies
Systems and databases for performance measurement
Responsibilities
Deliver information and solutions based on business requirements and cost models; initiate and drive service improvement and cost reduction initiatives; perform continuous improvement initiatives and GEMBA/PD reviews; lead in defining operational requirements and improvement opportunities; work with other functions to resolve issues and provide an operations perspective; manage and provide integrated solutions for productivity and cost efficiency; initiate and manage customer-specific enhancements; communicate and promote contracts, SLAs, and operating procedures; oversee vendor management for COG/CSS activities.
Seniority
Mid-Senior, hands-on IC