Sr. Program Manager, Customer Experience

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

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Job Summary

Our Project Management practice group is seeking a highly motivated IT Senior Program Manager with strong technical expertise and executive-level leadership communication skills to deliver customer experience for our global Healthcare Devices/Life Sciences clients, based out of Kalamazoo, MI.

This Program Manager is a strategic leader and trusted partner to executive stakeholders, capable of navigating highly complex customer environments and driving alignment across global, cross-functional teams. The Senior Program Manager will lead large-scale customer driven solutions.

The ideal candidate is customer-obsessed, highly analytical, and excels at bringing structure to ambiguity—while also driving measurable improvements in customer experience and business outcomes.

Responsibilities and Duties

• Partner with business stakeholders, cross-functional teams – Manufacturing, Distribution, Finance, IT infrastructure across geographies to integrate multiple systems to create robust supply chain operations.
• Define application program scope, goals and deliverables; incorporate input from cross-functional team members and communicate to senior stakeholders.
• Create, maintain, and drive schedule by monitoring progress, coordinating activities, and resolving problems.
• Implement, manage, and communicate program changes.
• Actively assess program health, utilize technical, managerial, and leadership skills to keep program velocity on track.
• Understand and exercise escalation process both internally and externally to ensure high quality, on-time delivery.
• Lead complex technology partnerships with external vendors, integrate external teams and results into critical path and manage deliverables against SOW’s.
• Work closely with workstream owners and dependent teams in defining the vision and ensuring team is doing the right thing for the acquisition entity
• Prioritize team activities, lead decision-making process, and make appropriate commitments to dependent teams and stakeholders.
• Proactively identify and manage program risk; apply sound engineering problem-solving techniques and innovative mitigation plans to deliver excellence.
• Lead design control activity, including but not limited to requirements, risk analysis, verification and validation protocols and reports, design transfer.
• Lead process improvement as required to deliver scope of work assigned.
• Support Quality Assurance and Regulatory Affairs during relevant to GxP Application validation processes.
• Assist in management of headcount, budget, and purchasing activities.
• Present project updates to senior-level stakeholders, welcoming feedback and implementing/driving changes quickly.
• Build and execute operational and technical project plans, facilitate all project gate reviews, utilize PPM tool and effectively escalate issues to meet the project milestones/goals.
• Demonstrate high adaptability and flexibility to take responsibility to support new projects that has priority and as communicated.

Basic Qualifications

• Bachelor’s degree in IT, Business Administration, Computer science or related fields
• Minimum 15 years work experience as a Project Manager
• Minimum 3 years as a Program Manager
• Minimum 3 years in Pharma/Life Science industry
• Have PMP or relevant Project Management certifications

Preferred Experience and Skills

• Program Management experience overseeing enterprise level programs
• Customer experience platform implementation leading multiple project teams working with several vendors and business groups
• Experience working with various business stakeholders, preferably in a large global organization
• Experience with traditional Waterfall/iterative project management framework and Agile methodologies
• Expertise in using different project management tools including Planview, MS Project plan, reporting dashboards and metrics.
• Effective resource management, budget and change management, while delivering consistent quality implementation to stakeholder expectations
• Strong communicator with effective presentation skills delivering formal presentations & risk mitigations, benefits & financial realizations.
• Self-motivated and independent critical thinker who can visualize and guide team during conflicting situations to stay focused on business goals & priorities
• Effective conflict & impediments management in a fast-paced environment, take higher responsibilities working with cross functional team who are working on multiple priorities
• Excellent leadership and interpersonal skills with ability to influence stakeholders and team members with variety of personal styles to focus on right priorities under pressure and tight deadlines.
• Excellent written and verbal communication skills is a must.