Danaher Corporation Sr Program Manager, Global Customer Care in New York, New York
At Cepheid, we are passionate about improving health care through faster, more accurate diagnostic tests. As a member of our team, you’ll get to make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development. Our mission drives us, every moment of every day, to develop rapid groundbreaking solutions for the world’s most complex health challenges.
Our associates are involved in every stage of molecular diagnostics – from ideation and innovation through development and delivery of life-changing advancements in healthcare-associated infections, sexual health, critical infectious disease, virology and oncology applications.
This important work takes more than just thinking, more than just leading, and more than simply doing – it takes all three. It takes people willing to bring their whole selves to work, operating with imagination, with initiative and achieving more than they ever thought possible.
THIS IS A REMOTE ROLE!
This Sr. Program Manager will lead the planning and implementation of multiple Policy deployment (PD) and customer care programs and develop full scale project plans including project that will require multiple interventions to reshape the direction and scope based on discovery. This role represents the needs of the business globally and advocate for customer care by partnering cross-functionally with other internal teams and external vendors to facilitate decision-making. This role will report into Global Customer Care Enablement Team. The ideal candidate is an experienced problem-solver, with a track record of assessing problems and delivering the appropriate solution, tools and technologies to solve them, an ability to think about the big picture, exude strong business judgement, and have demonstrated program management experiment driving cross-functional teams.
ESSENTIAL JOB RESPONSIBILITIES:
Act as Customer Care representative to drive companywide digital and IT strategy discussion and support Data government activity, collaborate with cross function team and cross regional customer care teams to develop and execute analytics plans that support and accelerate overall customer care goals and initiatives.
Facilitate the definition of project scope, goals and results and run customer care extended core team to support IoT (Internet of Things) initiatives
Collect global and regional customer care needs for IoT and translate them into product and function requirements for R&D, track project deliverables.
Define project tasks, timelines, deliverables, and resource reequipment, create and maintain master project plans and schedule, report on progress of the project to all partners, presents reports defining program progress, problems, and solutions to leadership.
Lead Customer Care UAT testing and provide recommendations for new IoT products and solutions.
Create standard work, training, and enablement tools for Customer Care associates to integrate IoT into their day to day.
Runs and leads globally dispersed teams through multiple communication levels and mediums throughout the organization as well as external collaborators, collaborates with the customer in a consultative role when eliciting their business and technical requirements and delivers wholesale solutions for IoT technology, lead strategic partnerships with partner firms - both inside and outside the group.
Prioritize and manage analysis requests, against highest value business utility.
Bachelor’s degree in related field with 8+ years related work experience OR
Master’s degree in field with 6+ years of related work experience
5+ years of experience designing and developing after-sales service technologies required (experience with cloud-based architectures preferred)
Understands how to translate strategy into technical requirements and technical requirements into customer centric solutions。
Direct work experience in a program management capacity with IoT and Data platforms, scrum master roles, including all aspects of product development, plan execution and product launch
Validated experience in launching multiple products from concept to commercialization stage
Proficient in project management software, Miro, Planview etc.
PMP or PgMP certification and/or MBA
Medical device and/or In Vitro Diagnostic product launch experience
Understand global service and support operations, experience in call center, field service or other customer support functions
Experience with IaaS, PaaS, and SaaS - Cloud Service Modelsis added plus
IoT platform & Application Development management is added plus
- 5-10% as needed for internal meetings
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .
Operating Company: Cepheid