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Danaher Corporation Senior Program Manager- Strategic Projects, Customer Care in Mumbai, India

Job Title: Senior Program Manager- Strategic Projects, Customer Care

Job Location: Gurugram, India


Cepheid APAC Customer Care is looking for Senior Program Manager to drive strategic global programs/projects with various Regional & Global Functions. These may include Global Enablement projects, New strategic initiatives for regional support functions Technical Support Center, Service coordination, Customer Care Operations and Field service teams. This individual will be responsible to drive projects and optimize the IT systems/applications in order to increase efficiency and reduce costs per transaction.

In this critical role, you will have the opportunity to lay the roadmap, execute & drive multiple global/regional programs simultaneously, including system enhancements, full system implementation, and continuous process improvements. You will partner with various functions in the region other Regional leaders as well as cross-functional leaders to ensure the successful implementation and on time delivery of the strategic programs in collaboration & guidance by your Manager.

Essential Job Responsibilities:

  • Drive strategic projects including defining the scope, establishing the core team, clarifying roles and responsibilities, creating project timeline and deliverables, leading weekly team meetings and monthly Customer Care leadership update, making sure the project achieve business objectives

  • Take ownership of risk assessment, identify the potential roadblocks and challenges, investigate root causes, proactively identify countermeasure to resolve problems and mitigate risks, and handle critical issues as needed

  • Own the financials for the programs, including project expense and return on investment analysis

  • Partner with key regional stakeholders to understand the customer expectation, business needs and priorities from Americas, EMEA and APAC regions. Get alignment with the regions, incorporate regional inputs into the program funnel and engage regional Customer Care members in the program management process

  • Liaison with IT, Quality and Regulatory, Innovation, R&D and other cross functional teams to ensure positive on time delivery of strategic programs

  • Responsible to drive and collaborate to track progress, evaluate business impact, calculate ROI, and share lessons learned, report out the progress with Manager to focus on impact change, results from time to time.

  • Utilize Danaher Business System (DBS) tools, Work closely with Customer Care IT Application team to optimize systems and applications, including SFDC Service Cloud, Field Service Lightning, SAP, and to search for solutions from best-of-class to one-size-fits-all solutions

  • Where relevant and within the scope of responsibility ensure adherence to QMS and compliance requirements, including Risk Management

Education or Experience:

  • Bachelor's degree in the field with 5+ years of related work experience OR

  • Master's, MBA degree in field with 3+ years of related work experience

  • Doctoral degree in field with 0-2 years of related work experience

  • Prior experience in program management, project management including major software implementation.

  • PMP (Project Management Professional) certification is a highly preferred

  • Use continuous Lean, Six Sigma Principles, and problem-solving process to bridge the gap between company and end users, with zero tolerance on compliance deviations.

  • Previous experience in medical device, life science or other highly regulated industry highly preferred (with a proven understanding of corresponding regulations).

Knowledge, Skills, and Abilities:

  • Awareness of business processes in Customer Care or after-sales service organizations

  • Strong Project Management skills and cross functional skills; successfully align with teams in a completely remote work environment

  • Ability to adapt to change, proactively handle risks, clear roadblocks, and effectively communicate end-to-end program health

  • Highly effective communication and presentation skills

  • Successful track record driving projects/programs

  • Self-motivated with a can-do attitude and a knack to problem solve

  • Organizationally savvy– agility to find who knows what and get answers

  • Strong collaboration skills with cultural agility to work effectively with people from different countries and cultures

  • Flexible and nimble to adjust to changes in a highly dynamic environment

  • Ability to perform work with little supervision and comfortable working in a metric oriented environment

  • Ability to create and contribute to a positive and collaborative working environment

Travel: Estimated 15% to 25%

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.If you’ve ever wondered what’s within you, there’s no better time to find out.

Operating Company: Cepheid