Senior Program Manager, Global Customer Care

Company: Danaher
Location: Sunnyvale
Posted on: June 6, 2021

Job Description:

Position Summary:

Cepheid Global Customer Care is looking for Senior Program Manager to drive strategic global programs with call center, service coordination and field service teams and optimize the IT systems and applications in order to increase efficiency and reduce cost per transaction.

In this critical role, you will have the opportunity to lead multiple global programs simultaneously, including system enhancements, full system implementation, and continuous process improvements. You will partner with regional leaders as well as cross-functional leaders to ensure the successful implementation and on time delivery of the strategic programs.

Essential Job Responsibilities:

• Drive global strategic programs for the Global Customer Care organization, 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
• Lead Change Management. Work with the global and regional key partners to drive adoption of new programs, establish KPI bowlers to track progress, evaluate business impact, calculate ROI, and share lessons learned
• Utilize Danaher Business System (DBS) tools, such as Visual Project Management (VPM), Value Stream Mapping (VSM), Kaizen, Problem Solving Process (PSP) and Visual and Daily Management to drive process improvement within the organization.
• 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 filed with 9+ years of related work experience OR
• Master's degree in field with 5+ years of related work experience
• Prior experience in program management, including major software implementation
• 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 leadership skills; successfully manage and lead 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 process improvement in a global organization
• 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%

The statements in this description represent typical elements, criteria and general work performed. They are not intended to be a comprehensive list of all responsibilities, duties, and skills for this job.

Cepheid, a Danaher company, offers a broad array of comprehensive, competitive benefit programs that add value to associates' and their families' lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at danaherbenefitsinfo.com. We believe you'll like what you see.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.

Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.

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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 tools and the stability of a tested organization.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. 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.

The EEO posters are available here.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at 202.419.7762 or applyassistance@danaher.com to request accommodation.

If you've ever wondered what's within you, there's no better time to find out.

Keywords: Danaher, Sunnyvale , Senior Program Manager, Global Customer Care, Other , Sunnyvale, California