Program Manager MNC Life Science & Healthcare Americas

Job Title : Program Manager MNC Life Science & Healthcare Americas

Department : MNC Americas

Location : Plantation, Florida

Reports to : Director Tender Management

Key requirements for this role : Candidates MUST have logistics experience and life science, lab, clinical trials knowledge/experience.

Job Purpose:

• Provide program management to MNC selected clients on Americas WMX platform & product.

• Lead various day to day customer & internal projects supporting DHL Americas LSH sales strategy, sales channel & customer development and aligning with internal functional areas for support.

• From the Clinical Trails arena, implement new studies within operational and commercial fields & coordinate with all functional areas including COG-RO, Customer Service, ECOM, Billing, Products / Marketing & WMX Country Champions.

• Oversee all clinical trials specific operational processes align with GSOP & proper KPI & analytical reporting is developed, maintained & provided to both internal stakeholder & external customers as required.

• Support x-functional development and continuous improvement of Life Science & Healthcare sector for MNC, CSI and other sales channels.

Principal Accountabilities:

• Ensure implementation phase of Regional and Global contract are executed in accordance to customer requirements and provide on-going performance reporting and process improvements, as required.

• Ensure effective resolution of customer escalations in the after sales environment.

• Ensure Program Management is driving the customer relationship and performance of regional solutions (current & future innovation) for Customers in the after-sales environment to increase customer loyalty and retention, as well as ensuring performance targets are met and exceeded.

• Implementation of Regional and Global contracts in Clinical Trials & WMX related activities and customers

• Coordination of all parties involved (Contract suppliers, Operations, Product, Procurement, Customs, Country Implementation team, IT, H&S etc)

• Program Management of specific Customers as aligned with line manager

Drive and coordinate:

• Regional and Global customers implementation/Program Management teams together with Regional account manager

• External Suppliers and DHL XBU’s (Inmark, DSC, DGF,…)

• Internal suppliers (e.g. KAD CS team, EKAS, Billing, Products)

• Internal support function (e.g. COG, IT, ECOM)

• Oversee all clinical trials specific processes. Ensuring tight and efficient coordination between clinical trial specific and standard DHL processes

• Global alignment with WMX – LSH Team members in each Region to ensure continuity in program management support and future solution development

Knowledge, skills and experience:

• Excellent operational biased project leadership

• Customer Service oriented focus and/or facing-support roles

• In depth knowledge of Life Science & Healthcare sector ideally with Clinical Research Sector (clinical trials) and logistics experience

• Strong IT skills and awareness with enhanced business modeling skills

• Creativity and ability to develop ideas and assist in solution design.

• Fluency in English & Spanish (Written and oral) both preferred

• Strong analytical skills & fully proficient in Excel, data analytics

• Ability to work effectively with & influence internal teams