Digital Program Manager/Customer Experience

About Key2Source INC

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Job Summary

Manager's Notes:

Seeking a Program Manager with strong business acumen around digital products to manage and drive launch plans for Pharma Patient Customer Solutions. In this role, you will be responsible for managing and coordinating all aspects of the digital product portfolio to implement and deploy solutions across various stakeholder groups and our partners.

• Seasoned PgM/PM does not need handholding (knows how to manage a project/program without guidance)
• Can take ownership and drive program/portfolio/project delivery (business priority roadmaps, strategy planning, monitoring, controlling, etc.)
• Can hold core team members accountable for their deliverables
• Takes the initiative to collaborate with various workstream to understand deliverables
• Can connect the dots (interrelationship of all deliverables)
• Diligent in watching out for risks/issues/actions/decisions and following up on them
• Organized, Diligent in doing the required administrative tasks of a PM/PgM
• With a little bit of technical background
• Understands technology and agile/scrum, waterfall methodologies
• Troubleshoot issues and research solutions in partnership with our technology team and vendor partners
• With strong presentation skills
• Can prepare good presentation materials and can present as well
• Good knowledge of MS Office (excel, powerpoint)
• With strong analytical skills

Seeking a highly experienced Digital Program Manager to lead large-scale digital product initiatives within the pharmaceutical domain, with a strong focus on customer experience transformation. This role will drive the rollout of interconnected digital products across complex enterprise environments, ensuring alignment with business priorities, operational efficiency, and strategic goals. The ideal candidate brings deep pharma industry knowledge, experience managing enterprise-scale programs (similar to J&J environments), and the ability to bridge business and technology to deliver impactful digital innovation.

Key Responsibilities

• Lead end-to-end delivery of digital product programs across Pharma Digital Innovation and Customer Experience initiatives.
• Manage the rollout of complex, interconnected product suites, ensuring alignment across multiple workstreams, platforms, and stakeholders.
• Develop and maintain a comprehensive program roadmap, including dependencies, risks, and cross-functional impacts.
• Create and drive a business priority map, aligning initiatives with strategic objectives and customer experience goals.
• Oversee product launch planning and execution, ensuring readiness across business, operations, and technology teams.
• Drive transformational change initiatives, improving digital capabilities and enhancing patient, provider, and customer engagement.
• Optimize operational efficiency by identifying gaps, streamlining processes, and improving delivery models.
• Lead portfolio strategy and governance, prioritizing initiatives based on business value, ROI, and resource availability.
• Ensure effective resource alignment and prioritization across multiple programs and teams.
• Collaborate with cross-functional stakeholders including Product, Marketing, IT, Compliance, and Commercial teams.
• Manage risks, dependencies, and program-level communications to executive leadership.
• Ensure compliance with pharma regulations and data governance standards.

Required Qualifications

• 10+ years of experience in Program Management, with a strong focus on digital product delivery.
• Proven experience in the pharmaceutical or life sciences industry.
• Demonstrated success managing enterprise-scale digital transformation programs.
• Strong experience with customer experience (CX) initiatives and digital engagement platforms.
• Experience managing complex product ecosystems and interdependencies.
• Expertise in product launch management, portfolio planning, and program governance.
• Strong understanding of Agile, SAFe, and hybrid delivery models.
• Ability to translate business strategy into executable program plans.
• Excellent stakeholder management and executive communication skills.

Preferred Qualifications

• Experience working in large pharma enterprises similar to Johnson & Johnson (J&J) or equivalent.
• Background in digital health, patient engagement platforms, or omnichannel customer experience.
• Familiarity with regulatory frameworks (FDA, GxP, HIPAA).
• Experience with tools such as Jira, ADO, Smartsheet, or similar program management platforms.
• MBA or equivalent advanced degree (nice to have).

Key Skills

• Digital Product Program Delivery
• Customer Experience (CX) Transformation
• Portfolio & Roadmap Strategy
• Business Priority Mapping
• Resource Planning & Optimization
• Change Management & Transformation
• Cross-functional Leadership
• Risk & Dependency Management