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