Program Manager

• Supports strategic direction of BD and provides support to the solution deployment & service teams
• Act as the central point of contact for day-to-day tactical challenges, applying structured problem-solving and decision-making approaches
• Demonstrates knowledge of project management methodologies and relevant clinical and technical operational workflows
• Coordinates software upgrade delivery between BD SMEs & Customer
• Owns internal and customer operational meetings; lead Customer Value Reviews and conducts program progress report outs
• Owns customer issue resolution, partnering with BD SMEs and key stakeholders to deliver timely resolution
• Owns Field Action organization of BD and customer communication and execution
• Appropriately scales communication and escalation procedures with key BD and customer stakeholders
• Proactively facilitate internal communication, development & execution of mitigation plans to address program risks & issues
• Develops and reports regular program performance metrics to leadership & key stakeholders
• Cultivates strong relationships within BD and customer key stakeholders, is a trusted advisor
• Responsible for customer satisfaction (OSAT & NPS)
• Maintains industry and product knowledge
• Partners with BD Product Platform and Implementation Readiness teams to prioritize customer enhancement requests for future product releases
• Ensures timely and accurate execution of administrative responsibilities to support customer specific BD business operations
• Partner with key BD stakeholders to support customer ease of doing business

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