Cryoport
From Cryoport's careers page
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Cryoport Systems is a comprehensive supply chain partner for the life sciences industry, delivering specialized solutions to meet the challenges of the biopharmaceutical, cell and gene therapy, reproductive medicine, and animal health markets. Our offerings span logistics, BioServices and biostorage, cryopreservation, and consulting, ensuring the highest standards of quality and reliability for sensitive materials. With our expansive platform of management solutions and decades of temperature-controlled supply chain expertise, Cryoport Systems helps Enable the Outcome™ by supporting certainty and precision in the supply chain, whether advancing groundbreaking therapies, supporting families on their reproductive journeys, or enhancing animal health programs.
POSITION SUMMARY
The client-facing Senior Program Manager plays a key role in developing and driving strategies, maintaining timelines, and coordinating resourcing with cross-functional partners to support client relationship development, project and program planning, implementation, and management. This will range from development of the project requirements, documentation aspects of setting up the project and management of all project-related activities through to study completion. This individual is expected to lead complex client programs with projects that involve multiple Cryoport Systems' products and services, and act as a liaison as the key point of contact for the client.
Senior Program Managers act in a consultative role to offer clients solutions to complex projects and services and will collaborate with internal teams to meet client expectations and the Cryoport Systems' goals.
Program Management
Serve as a Lead for specific client programs that require cross-functional coordination and oversight of other program managers.
Serve as a key contact for clients and provide operational support for client projects by facilitating internal and external program communications.
Develop Project Plans, Invoice Reports, Presentations and other final Project
Deliverables to support execution of projects and business/performance reviews for client programs.
Coordinate and lead meetings and on-site visits as required, including but not limited to project scoping, kickoff, planning, report/analysis and closeout meetings, and provides timely provision of customer reports and updates.
Measure project and program performance using Project Management tools and techniques to monitor progress, identify and quantify variances and perform any required corrective actions.
Monitor and drive client specific, program-related revenue recognition and immediately report any gap from projected targets.
Oversee the closeout of projects and identify lessons learned to aid in continuous improvements to refine products and service offerings including net promoter score and other metrics.
Communicate with cross-functional teams regarding current and upcoming projects, resource needs and timelines.
Participate in cross-functional business process improvement activities as required.
Serve as a department leader in mentoring and training team members and
developing and implementing process improvements to streamline global activities.
Operations Support
Select suppliers/service providers and monitor the delivery of custom services and products as required to support the client project.
Organize and deliver training, including cross-training for other employees in the organization where and when appropriate.
Serve as the central point of contact for client projects and provide operational support including facilitating all program communications internally and externally and leading cross-functional teams in managing multiple project plans and client commitments.
Support Operations and Quality Assurance teams with issue submission,
investigation, closure and final reporting of deviations and complaints related to active projects and client studies.
Support the writing and review of departmental SOPs and Work Instructions within the Cryoport Systems Quality Management System (QMS).
Liaises with Quality and Supply Chain support staff as necessary.
Commercial Support
Analyze the clients' needs in terms of feasibility and profitability.
Design and develop technical and financial solutions in commercial and technical proposals.
Provision data and technical input to the Business Development team, Proposal Manager and any Commercial Operations personnel to support completion of proposal and technical agreements.
Monitor and ensure compliance with time and delivery of all contractual commitments as stipulated in client agreements such as MSAs, SOWs and Quality Agreements.
Ensure customer needs are properly translated into quotations and has the
responsibility to monitor and ament the project quote and budget as required.
Work closely with the Business Development team to gain overall customer
satisfaction.
Lead client program communications to senior leadership for reporting forecasts and revenue budgets, strategic opportunities and facilitating team decision-making for client-escalated issues and client-driven program expansion opportunities.
COMPETENCIES
Excellent communications, organization and analytical skills with high attention to detail
Self-starter, resourceful and ability to work collaboratively and motivate others to action
Strong business acumen, communication and presentation skills
Ability to meet deadlines consistently and focus on priorities
Ability to address delicate situations and effectively manage conflict to maximize project team progress
Capability to support operational excellence
Ability to build customer commitment
Creative and innovative thinker
Excellent interpersonal skills
Focused on continuous personal and professional development
Professional with high attention to detail and focus on client success
Results driven, high attention to detail and process-oriented with the ability to meet deadlines consistently and manage multiple projects simultaneously.
Flexible and adaptable with strong customer management and relationship building skills.
Understanding of GMP/GxP requirements and other globally regulated standards.
Understanding of Cryoport Systems full portfolio of products and services:
BioLogistics, BioServices, Consulting, Cryopreservation.
Professional with high attention to detail and focus on client success.
Results driven, high attention to detail and process-oriented with the ability to meet deadlines consistently and manage multiple projects simultaneously.
Enthusiasm for service provided within a collaborative team framework.
Strong customer management and relationship building skills.
Proven leadership while having the ability to delegate tasks to appropriate project teammates.
Ability to manage stress and deadlines in a highly dynamic environment.
Capable of identifying project risks and managing project issues proactively.
Passion for, and alignment with, Cryoports mission.
A change agent and strong collaborator who is not afraid of challenging status quo.
An individual who brings strong core values, quality, ethics and integrity.
A collaborative team player who embraces and champions the culture.
Strong work ethic and ability to deliver results and meet commitments in a dynamic environment.
Exceptional and dynamic verbal and written communication skills with the ability to inspire and influence people at all levels, build consensus and commitment, and effectively drive change throughout the organization at a rate that fits the corporate culture.
Exceptional organizational and planning skills, strong analytical abilities, and process orientation.
Demonstrates a business process orientation to developing solutions.
A bachelor's degree in a technical discipline is required. Major/Concentration in Life Sciences, Biopharmaceutical or related healthcare field is highly preferred but not required.
Previous experience in Pharmaceutical, Biopharmaceutical Logistics, Supply Chain and/or Supply Chain Management is highly preferred.
Proven 3-5 years of work experience in client-facing roles with the ability to talk dynamically and professionally in front of internal and external stakeholders.
At least 8-10 years of work experience in general Project and Program Management.
Recommended (but not required) certifications include PMP, PgMP, and/or Lean Six Sigma (Black Belt).
Proficiency in Microsoft Office applications or similar (Excel, Work, PowerPoint).
Highly experienced and skilled in Project Management Software (Microsoft Project, Jira, Zoho, Smartsheet, Asana or similar).
Experienced in Customer Relationship Management (CRM) applications (Salesforce, NetSuite or similar).
o BioLogistics, Cryopreservation (IntegriCell): experience in managing client programs for clinical studies and commercial therapies, previous biopharma, CRO, CDMO and biotech experience in client-facing roles including account management, alliance management and client services and strategic program or portfolio management
o Consulting Services: ISO, IATA, ATM and ISTA standards relating to the
pharmaceutical supply chain
Up to $135,000 based on experience
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