Sr. Program Manager

Contract to hire - remote WITH 50% TRAVEL

The Sr. Program Manager Key Accounts is a strategic, customer-facing role responsible for leading

the implementation of complex, multi-workstream projects for client's Advanced Lab Services

(ALS) global key accounts. This role ensures that global standards are defined, adopted, and

consistently met across all engagements. With a strong focus on customer success, retention, and

operational excellence, the Sr. Program Manager partners cross-functionally to deliver tailored

solutions that drive measurable outcomes and long-term value. The role also acts as a liaison

between customers and internal technology and operations teams to ensure successful delivery

and commercialization of client's service and digital solutions.

As a result, travel is required including to Customer locations and various company facilities.

Key Responsibilities:

Project Leadership & Implementation

Lead end-to-end implementation of key account projects, ensuring alignment with global

standards and customer expectations.

Develop and manage detailed project plans, timelines, and deliverables across multiple

workstreams.

Coordinate cross-functional teams including Site Services, Digital Solutions, and Business

Process Consultants.

Manage customer expectations and ensure timely execution and quality outcomes.

Customer Success & Retention

Serve as the primary point of contact for strategic customers during implementation phases.

Build strong relationships with customer stakeholders to understand goals, pain points, and

success metrics.

Ensure customer satisfaction through consistent communication, transparency, and delivery

of promised value.

Technology & Process Optimization

Support the commercialization and implementation of company's Services tailored to customer

needs.

Demonstrate and propose digital tools and platforms to drive customer value and process

improvements.

Apply lean and process improvement methodologies to enhance customer operations.

Standardization & Best Practices

Define and implement global standards for project execution, documentation, and reporting.

Promote best practices in lean methodology, process improvement, and digital solutions.

Mentor internal teams on standardized tools and approaches to ensure consistency across

regions and accounts.

Qualifications:

Bachelors degree required; advanced degree in Business, IT, or related field preferred.

Experience in Bio/Pharma industry required.

8-10 years of experience in project management, customer success, or business process

consulting.

Proven track record of managing complex, multi-stakeholder projects in a customer-facing

role.

Strong analytical, communication, and presentation skills.

Proficiency in Microsoft Office and project management tools.

Understanding of change management and laboratory/technology implementation

challenges.

Willingness to travel domestically up to 50%; international travel may be required.

Preferred Skills:

Familiarity with global operations and standardization across regions.

Background in consulting, implementation, or enterprise account management.

Ability to manage multiple priorities with minimal supervision.

Creative problem-solving and results-driven leadership.