Sr. Program Manager, Customer Experience

Req ID: 372643NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a Sr. Program Manager, Customer Experience to join our team in Kalamazoo, Michigan (US-MI), United States (US).Job Summary:Our Project Management practice group is seeking a highly motivated IT Senior Program Manager with strong technical expertise and executive-level leadership communication skills to deliver customer experience for our global Healthcare Devices/Life Sciences clients, based out of Kalamazoo, MI.This Program Manager is a strategic leader and trusted partner to executive stakeholders, capable of navigating highly complex customer environments and driving alignment across global, cross-functional teams. The Senior Program Manager will lead large-scale customer driven solutions.The ideal candidate is customer-obsessed, highly analytical, and excels at bringing structure to ambiguity—while also driving measurable improvements in customer experience and business outcomes.Responsibilities and Duties:Partner with business stakeholders, cross-functional teams – Manufacturing, Distribution, Finance, IT infrastructure across geographies to integrate multiple systems to create robust supply chain operations. Define application program scope, goals and deliverables; incorporate input from cross-functional team members and communicate to senior stakeholders. Create, maintain, and drive schedule by monitoring progress, coordinating activities, and resolving problems. Implement, manage, and communicate program changes. Actively assess program health, utilize technical, managerial, and leadership skills to keep program velocity on track. Understand and exercise escalation process both internally and externally to ensure high quality, on-time delivery. Lead complex technology partnerships with external vendors, integrate external teams and results into critical path and manage deliverables against SOW’s. Work closely with workstream owners and dependent teams in defining the vision and ensuring team is doing the right thing for the acquisition entityPrioritize team activities, lead decision-making process, and make appropriate commitments to dependent teams and stakeholders. Proactively identify and manage program risk; apply sound engineering problem-solving techniques and innovative mitigation plans to deliver excellence. Lead design control activity, including but not limited to requirements, risk analysis, verification and validation protocols and reports, design transfer. Lead process improvement as required to deliver scope of work assigned. Support Quality Assurance and Regulatory Affairs during relevant to GxP Application validation processes. Assist in management of headcount, budget, and purchasing activities. Present project updates to senior-level stakeholders, welcoming feedback and implementing/driving changes quickly. Build and execute operational and technical project plans, facilitate all project gate reviews, utilize PPM tool and effectively escalate issues to meet the project milestones/goals. Demonstrate high adaptability and flexibility to take responsibility to support new projects that has priority and as communicated. Basic QualificationsBachelor’s degree in IT, Business Administration, Computer science or related fieldsMinimum 15 years work experience as a Project ManagerMinimum 3 years as a Program ManagerMinimum 3 years in Pharma/Life Science industryHave PMP or relevant Project Management certificationsPreferred Experience and Skills:Program Management experience overseeing enterprise level programsCustomer experience platform implementation leading multiple project teams working with several vendors and business groupsExperience working with various business stakeholders, preferably in a large global organizationExperience with traditional Waterfall/iterative project management framework and Agile methodologiesExpertise in using different project management tools including Planview, MS Project plan, reporting dashboards and metrics. Effective resource management, budget and change management, while delivering consistent quality implementation to stakeholder expectationsStrong communicator with effective presentation skills delivering formal presentations & risk mitigations, benefits & financial realizations. Self-motivated and independent critical thinker who can visualize and guide team during conflicting situations to stay focused on business goals & prioritiesEffective conflict & impediments management in a fast-paced environment, take higher responsibilities working with cross functional team who are working on multiple prioritiesExcellent leadership and interpersonal skills with ability to influence stakeholders and team members with variety of personal styles to focus on right priorities under pressure and tight deadlines. Excellent written and verbal communication skills is a must. About NTT DATANTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.