Enterprise Program Manager

This is a fully remote position, open to applicants in China.

📋 Description

• Develop and implement enterprise program strategies that align with the priorities of CSO East and the service strategy for China.

• Oversee assigned programs and strategic customer interactions, managing aspects such as scope, milestones, service levels, risks, and financial results.

• Collaborate with sales and account teams to comprehend customer requirements, shape effective solutions, and facilitate business growth.

• Coordinate cross-functional teams, ensuring governance, effective stakeholder communication, and management of escalations.

• Foster customer relationships to enhance satisfaction, retention, and expansion opportunities.

• Monitor performance metrics and customer experiences, leading initiatives for corrective actions or improvements.

• Direct the scoping and implementation of comprehensive, integrated enterprise service initiatives.

• Convert customer and commercial targets into actionable plans that encompass scope, schedule, resources, budget, dependencies, risks, and governance.

• Oversee execution across various functions including service delivery, sales, technical support, operations, finance, quality control, procurement, and partnerships.

• Conduct program reviews and deliver status updates to teams, sponsors, management, and customer leadership.

• Address issues and manage changes, risks, and escalations effectively.

• Maintain program documentation and supervise external partners as necessary.

• Monitor service levels, operational KPIs, customer satisfaction, retention, and potential growth avenues.

• Analyze program economics and drive the implementation of agreed improvements.

• Prepare customer evaluations, operational reports, and performance summaries.

• Act as a customer-focused expert in enterprise program management and relevant CrossLab or laboratory productivity solutions.

• Assist in business planning and the implementation of strategies for enterprise services and strategic accounts.

• Contribute to initiatives in China or globally relating to lab productivity, compliance, sustainability, and governance.

• Capture insights from experiences and develop reusable processes, tools, templates, and governance frameworks.

• Offer customer and delivery insights to enhance enterprise service offerings.

⛳️ Requirements

• Bachelor’s degree or higher in engineering, science, business, project management, or a related discipline.

• Relevant experience in program or project management, enterprise service delivery, strategic accounts, or complex solution implementations.

• Project management certification is preferred; equivalent experience in leading complex deployments is acceptable.

• Strong skills in customer relations, stakeholder engagement, influence, and executive communication.

• Business insight and the ability to connect operational delivery with customer, commercial, and financial results.

• Capability to lead cross-functional teams and manage multiple priorities in intricate scenarios.

• Robust analytical skills with the ability to translate operational and financial data into actionable strategies.

• Experience in regulated laboratory settings, pharmaceuticals, life sciences, chemical analysis, or similar service environments is preferred.

• Excellent proficiency in written and spoken Chinese and English communication.

• Readiness to travel within CSO East and to customer locations.

• Travel commitment of 50% is required.

🏝️ Benefits

• Option to work remotely.

• Commitment to equal opportunity employment.

• Full-time weekly schedule.