Program Manager, Customer Service, Americas

Teleflex - Morrisville, NC

Full-time - Mid Level

Morrisville, NC

Miscellaneous Manufacturing

About the position

The Program Manager, Customer Service, Americas, at Teleflex Incorporated is a pivotal role responsible for the coordination, implementation, execution, control, and completion of specific projects and initiatives within the Customer Service (CS) Americas region. This position ensures that all projects align with the company's strategies, goals, processes, and procedures. The ideal candidate will be a strategic thinker who understands the needs of business partners and global project teams while ensuring that the needs of Customer Service and customers are met. This role requires a comfort with ambiguity, a proactive attitude, exceptional communication skills, and a proven track record in cross-functional collaboration. The Program Manager will be instrumental in empowering the future of healthcare by managing projects that directly impact customer service operations. In this role, the Program Manager will oversee projects executed by or impacting Customer Service, working closely with project sponsors, cross-functional teams, and assigned project managers. They will develop or provide input to the scope, deliverables, required resources, budget, and timing for initiatives involving Customer Service. The Program Manager will also manage program or project objectives, coordinate and delegate cross-project initiatives, and identify key requirements for cross-functional teams and external vendors. They will be responsible for developing and managing timelines for projects and ensuring accountability for delivering against established business goals and objectives. Additionally, the Program Manager will analyze, evaluate, and develop mitigation plans for identified risks, collaborate with various shared services and IT teams, and coordinate resources for user acceptance testing and training. They will prioritize and manage competing projects effectively, providing timely visibility into key decisions, status, risks, and issues to Customer Service leadership and key stakeholders. The role may also involve managing relationships with relevant external consultants as needed.

Responsibilities

• Oversight of projects executed by or impacting Customer Service.
• Work closely with project sponsors, cross-functional teams, and assigned project managers to develop or provide input to the scope, deliverables, required resources, budget, and timing for initiatives involving Customer Service.
• Manage program or project objectives, and coordinate and delegate cross-project initiatives.
• Identify key requirements for cross-functional teams and external vendors.
• Develop and manage timelines for projects and be accountable for delivering against established business goals/objectives.
• Work with other program or project managers to identify risks and opportunities across multiple projects within the region.
• Analyze, evaluate, and develop mitigation plan for identified risks.
• Collaborate with various shared services and IT teams including infrastructure and applications teams.
• Coordinate resources and plan for user acceptance testing and training.
• Prioritize and manage competing projects, programs and priorities effectively.
• Provide Customer Service Leadership and key stakeholders timely visibility into key decisions, status, risks, and issues.
• Management of the relationship with relevant external consultants, as needed.

Requirements

• Bachelor's Degree in Management, Business Administration, or a related field
• Minimum 3-5 years experience in a management role, preferably in program management
• Exceptional skills in leadership, time management, facilitation, and organization
• Experience in managing stakeholders
• Working knowledge of Customer Service and Experience principles
• Outstanding knowledge of change management principles and performance evaluation processes
• Strong proficiency in MS applications (Word, Project, Excel, PowerPoint), SAP experience a plus
• Technologically savvy with CRM systems. Experience with Salesforce is strongly preferred.

Nice-to-haves

• Strong ability to develop relationships and build credibility across all levels within the region.
• Advanced ability to lead and motivate a group towards common goals/objectives.
• Advanced level of organizational skills, including superior communication skills, ability to successfully work in ambiguity, strong managerial courage, results-driven.
• Fast learner and adapter. Demonstrated ability to succeed in a fast-paced, time-sensitive business environment.
• An energetic and enthusiastic team player who is self-motivated, proactive, and a resourceful problem solver.
• Ability to drive focus, prioritization, and adequate time/project management.
• Skills and knowledge in public speaking, change management, and situational leadership.
• Excellent relationship building and collaborative skills.
• Unquestionable ethics and integrity.