The Executive Program Manager is the central point of management and communication for all activities at the client hospital(s). You will work closely with Work Groups and our company's project teams to ensure project and task progress and will be responsible for reporting and monitoring program performance on behalf of our company and the client as well as identifying, managing and escalating all related program risks. You will interface back to our Business Development and Solutions teams to integrate our delivery and operational activities back into our customer proposals and solution development work and will assume day-to-day coordination, communication, risk mitigation and relationship management. As an Executive Program Manager, you will manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. This includes: • Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. • Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. • Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function We are looking for: • Strong working knowledge of our company sales, service, consulting and education businesses, as well as commercial operations and service teams • 10+ years of experience in customer facing environments • Knowledge of medical device technology and related clinical use models • Ability to lead and manage diverse, cross-functional teams and individuals that include both Our company and client employees • Ability to guide performance improvement initiatives including process redesign activities • Knowledge of financial and accounting mechanisms, preferably with direct experience in systems currently used by Our company • Demonstrated ability to effectively communicate on operational and financial performance with internal and customer teams • Proven experience and ability working in matrix organizations • Excellent oral and verbal communications and presentation skills • Ability to manage complex projects across multiple customer working groups • Demonstrated operational analytics and financial analysis capabilities • Business or clinical degree, with advanced degree preferred
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