Job Information
DHL Express, Inc. Program Manager Life, Science & Healthcare, Americas in Plantation, Florida
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Job Title : Program Manager MNC Life Science & Healthcare Americas
Location : Plantation, Florida (preferred)
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, etc)
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)
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
EEO: “ DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics ”