Sr. Program Manager-Consulting

Cryoport Systems•Irvine, CA

About The Position

The client-facing Senior Program Manager develops and drives strategies, maintains timelines, and coordinates resources with cross-functional partners to support client relationship development, project and program planning, implementation, and management. Responsibilities span developing project requirements and documentation through managing project activities to study completion. The role leads complex client programs involving multiple Cryoport Systems products and services and serves as the client's key point of contact. In a consultative capacity, the Senior Program Manager offers solutions to complex projects and services and collaborates with internal teams to meet client expectations and company goals. The role leads assigned client programs that require cross-functional coordination and oversight of other program managers. It supports program execution through project plans, deliverables, meetings, performance monitoring, revenue tracking, project closeout, and continuous improvement. It also supports operations by coordinating suppliers and custom services, training, quality-related investigations and reporting, and departmental procedures. Commercial responsibilities include assessing feasibility and profitability, contributing to proposals and agreements, monitoring contractual commitments and budgets, and communicating program forecasts, opportunities, and escalated issues to senior leadership.

Requirements

Bachelor's degree in a technical discipline.
3–5 years of work experience in client-facing roles, with the ability to communicate professionally with internal and external stakeholders.
8–10 years of general project and program management work experience.
Proficiency in Microsoft Office applications or similar, including Excel, Word, and PowerPoint.
Strong experience with project management software such as Microsoft Project, Jira, Zoho, Smartsheet, Asana, or similar.
Experience with customer relationship management applications such as Salesforce, NetSuite, or similar.
Excellent communication, organization, and analytical skills, with strong attention to detail.
Ability to work collaboratively, motivate others, meet deadlines, prioritize, manage multiple projects, and handle conflict and delicate situations effectively.
Strong business acumen, communication, presentation, customer management, and relationship-building skills.
Ability to support operational excellence, build customer commitment, delegate tasks, identify project risks, and manage issues proactively.
Understanding of GMP/GxP requirements and other globally regulated standards.
Professionalism, adaptability, resourcefulness, a results-oriented and process-focused approach, and commitment to client success and continuous development.
Ability to manage stress and deadlines in a dynamic environment and deliver results and commitments.
Strong ethics, integrity, work ethic, and alignment with Cryoport's mission and culture.

Nice To Haves

A major or concentration in life sciences, biopharmaceuticals, or a related healthcare field.
Experience in pharmaceutical or biopharmaceutical logistics, supply chain, or supply chain management.
PMP, PgMP, and/or Lean Six Sigma Black Belt certification.
For BioLogistics or Cryopreservation (IntegriCell): experience managing client programs for clinical studies and commercial therapies; biopharma, CRO, CDMO, or biotech experience in client-facing account management, alliance management, client services, or strategic program or portfolio management.
For Consulting Services: familiarity with ISO, IATA, ATM, and ISTA standards relating to the pharmaceutical supply chain.

Responsibilities

Lead client programs requiring cross-functional coordination and oversight of other program managers.
Serve as a key client contact and facilitate internal and external program communications and operational support.
Develop project plans, invoice reports, presentations, and other project deliverables for project execution and client business or performance reviews.
Coordinate and lead project scoping, kickoff, planning, reporting, analysis, and closeout meetings, as well as on-site visits when required; provide customer reports and updates in a timely manner.
Monitor project and program performance using project management tools and techniques, identify and quantify variances, and take required corrective actions.
Monitor client-specific program revenue recognition and promptly report gaps against projected targets.
Oversee project closeout, identify lessons learned, and support continuous improvement of products and services, including use of net promoter score and other metrics.
Communicate current and upcoming projects, resource needs, and timelines to cross-functional teams; participate in business process improvement activities.
Mentor and train team members and develop and implement process improvements to streamline global activities.
Select suppliers and service providers and monitor delivery of custom services and products needed for client projects.
Organize and deliver training, including cross-training other employees when appropriate.
Lead cross-functional teams managing multiple project plans and client commitments, serving as the central point of contact for client projects.
Support Operations and Quality Assurance teams with submission, investigation, closure, and final reporting of deviations and complaints related to active projects and studies.
Support writing and review of departmental SOPs and work instructions within the Cryoport Systems Quality Management System; liaise with Quality and Supply Chain staff as necessary.
Analyze client needs for feasibility and profitability and develop technical and financial solutions for commercial and technical proposals.
Provide data and technical input to Business Development, the Proposal Manager, and Commercial Operations personnel for proposals and technical agreements.
Monitor compliance with the timing and delivery of contractual commitments in client agreements, including MSAs, SOWs, and Quality Agreements.
Ensure customer needs are translated into quotations and monitor and amend project quotes and budgets as needed.
Work with Business Development to support overall customer satisfaction.
Lead client program communications to senior leadership concerning forecasts, revenue budgets, strategic opportunities, decision-making on escalated issues, and client-driven program expansion opportunities.