Senior Manager, Program Success

Role Overview

• Own the end-to-end customer success strategy for MedTech Supply Chain digital products, from onboarding through ongoing adoption and value optimization.
• Serve as the primary escalation point and trusted partner for internal customers, ensuring alignment between business needs and product capabilities.
• Proactively identify adoption risks and drive mitigation plans to ensure long-term product success.
• Establish and manage a product analytics framework to monitor usage, adoption, performance, and business impact of digital solutions.
• Translate data and insights into clear, actionable recommendations for product teams, leadership, and customers.
• Develop executive-ready dashboards and narratives that clearly articulate product health and value.
• Lead onboarding as a structured program, including scope, timelines, dependencies, risks, and organizational change.
• Coordinate cross-functional teams (IT, Product, Data, Operations, Training) to ensure seamless deployments.
• Standardize onboarding playbooks, templates, and protocols to enable scalable product launches.
• Act as a liaison Supply Chain Operations, Digital/Product teams, Data & Analytics, and IT.
• Influence without authority to align diverse collaborators around shared outcomes and priorities.
• Communicate clearly and credibly with senior leaders, translating technical concepts into business value.
• Coach and mentor customer success and project management resources, fostering a high-performance, customer-centric culture.
• Define and evolve the Customer Success operating model for Supply Chain Digital, including roles, processes, and governance.
• Drive continuous improvement through lessons learned, retrospectives, and feedback loops.
• Contribute to broader digital transformation efforts by shaping standards, metrics, and ways of working.

Requirements

• Bachelor’s degree in Business, Engineering, Supply Chain, Information Systems, or equivalent.
• 8+ years of proven experience in customer success, product management, digital transformation, consulting, program/project management, or relevant experience.
• Demonstrated experience supporting digital products in complex organizations.
• Strong background in analytics, benchmarks, and data-driven decision making.
• Proven track record to lead cross-functional initiatives and handle multiple workstreams simultaneously.
• Excellent executive communication, customer management, and influencing skills.
• Experience with digital platforms, data products, AI/advanced analytics, or enterprise systems such as Google Analytics and PowerBI.
• Customer-centric attitude with a strong focus on outcomes and value.
• Strategic problem solver who can also operate hands-on when needed.
• Comfortable navigating ambiguity and driving clarity.
• Collaborative, inclusive leader who builds trust and credibility.
• Strong bias for action, accountability, and continuous learning.
• Experience in MedTech, Life Sciences, Manufacturing, or Supply Chain environments (preferred).
• Familiarity with supply chain domains such as warehousing, logistics, planning, or manufacturing execution (preferred).
• Formal project management training or certification (e.g., PMP, Agile, SAFe) (preferred).

Tech Stack

• PMP

Benefits

• Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
• Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
• Vacation –120 hours per calendar year
• Sick time
• 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
• Holiday pay, including Floating Holidays –13 days per calendar year
• Work, Personal and Family Time
• up to 40 hours per calendar year
• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
• Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
• Caregiver Leave – 80 hours in a 52-week rolling period
• 10 days Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year