Program Manager
- Compensation
- Not disclosed
- Location
- Boston, Massachusetts, USA
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Contract
- Experience
- Not specified
- Category
- Project management
- Posted
Skills
Must have
- Bachelor’s degree plus 4 or more years of related experience.
- 3-5 five years of supervisory or management experience, including people management.
- Strong leadership skills, with the ability to coach, influence, and motivate a large team and work effectively with employees, customer stakeholders, and peers.
- Excellent customer service and relationship-building skills.
- Strong verbal and written communication skills, including experience writing standard operating procedures and work instructions and delivering presentations.
- Strong analytical and critical-thinking skills, with the ability to evaluate information, make timely decisions, and adapt in a fast-paced, changing environment.
- Excellent organizational skills and the ability to manage multiple issues and prioritize staff workloads.
- Proficiency with Microsoft Outlook, Excel, Word, and PowerPoint.
- Ability to provide constructive feedback, address customer concerns, and manage performance issues.
- Education or experience in a laboratory setting, with an understanding of laboratory customer requirements. Experience in a GLP or GMP environment is preferred.
Full description
Work Schedule
Standard (Mon-Fri)Environmental Conditions
Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)Job Description
The Program Manager, Customer Site Manager serves as the primary point of contact for Unity™ Lab Services at a customer account with multiple U.S. locations. This role oversees on-site personnel and daily service delivery across the customer’s facilities, ensuring that the services and performance metrics defined in the contract are consistently met.
The Program Manager leads and develops the on-site team, works closely with customer management and Thermo Fisher Scientific’s sales team, and serves as a liaison between the customer and Thermo Fisher Scientific. The role also identifies opportunities to improve processes, strengthen service performance, and demonstrate measurable value to the customer.
ResponsibilitiesTeam Leadership and Development
- Lead a cross-functional, matrixed team of on-site service specialists supporting key customer locations.
- Participate in candidate selection, onboarding, training, performance evaluation, and corrective action.
- Coach and develop employees; identify training needs, arrange development opportunities, and support cross-training, career growth, and succession planning.
- Promote a positive, collaborative work environment grounded in open communication and Thermo Fisher Scientific’s values of Integrity, Intensity, Innovation, and Involvement.
- Manage team performance, productivity, attendance, and workload priorities.
Customer and Service Delivery
- Ensure delivery of the contracted scope of services across all supported locations.
- Build strong working relationships with customer management and Thermo Fisher Scientific’s sales team, serving as the primary liaison between the organizations.
- Reinforce a customer-focused approach and respond constructively to customer concerns.
- Lead customer performance reviews, including scorecard reviews, talent assessments, resolution of service variances, and communication of customer metrics across the organization.
- Participate in quarterly business reviews at customer sites and help ensure the customer receives measurable value from the services provided.
Operations and Continuous Improvement
- Oversee day-to-day service operations across multiple facilities and maintain consistent processes and service levels.
- Identify operational issues, service gaps, and opportunities for greater efficiency; develop and implement action plans and process improvements.
- Develop, maintain, and administer standard operating procedures and work processes that support department and customer objectives.