Sr Mgr, Customer Success Projects — Supply Chain | Logistics

Cencora • Washington, DC

10d • $100,700 - $155,100 • Hybrid

About The Position

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today! This role gives you the opportunity to lead globally, influence customer strategy, shape scalable project delivery frameworks, and support supply chains that help critical therapies reach patients safely and efficiently. You will work at the intersection of personalized medicine, specialty logistics, customer success, technology, quality, and operational excellence — making this an ideal opportunity for a leader who wants their work to have both business impact and real-world healthcare value. We are looking for a Senior Manager, Customer Success Projects — Personalized Supply Chain to lead a global, high-impact customer success project function supporting some of the most complex and critical healthcare supply chains in the world. This role sits at the heart of personalized medicine, supporting customer solutions across cell and gene therapy, radiopharmaceuticals, cold chain, direct-to-patient logistics, and other time-critical healthcare supply chains. You will lead Customer Success Project Managers across regions, create consistent governance, oversee customer implementation projects, and ensure seamless handover into operational execution. This is an exciting opportunity for a senior customer-facing project leader who wants to combine global leadership, strategic customer partnership, operational excellence, and patient impact. In this role, your work will help ensure that critical therapies move safely, reliably, and compliantly through complex global supply chains. By leading project delivery, improving governance, and aligning teams across regions, you will directly support customers who are working to bring advanced therapies to patients. You will be a key bridge between customers, commercial teams, operations, IT, QA, finance, and regional leadership — helping turn customer needs into scalable, high-quality logistics solutions.

Requirements

• Significant experience in customer success, project management, supply chain, healthcare logistics, pharmaceutical logistics, technical account management, or a related customer-facing function
• Experience leading complex customer-facing projects or programs in regulated, high-compliance, or operationally critical environments.
• Strong leadership experience across global or regional teams, ideally including direct management of project professionals.
• Proven ability to manage project governance, implementation planning, documentation, stakeholder engagement, escalation management, and operational handover.
• Strong cross-functional collaboration skills, with experience working across Sales, Operations, Customer Service, IT, QA, Finance, and regional leadership.
• Excellent organizational skills and the ability to manage multiple priorities, projects, stakeholders, and deadlines.
• Strong communication skills, with the ability to engage confidently with customers, senior leaders, and global teams across cultures
• An analytical mindset, with confidence using KPIs, dashboards, and performance metrics to identify risks and improvement opportunities.
• Technology fluency, including the ability to work with IT and systems teams on customer integrations and process improvements.
• Full professional fluency in English.

Nice To Haves

• Personalized supply chain solutions, including: Cell and gene therapy, Radiopharmaceuticals, Direct-to-patient logistics, Cold chain logistics, Time-critical healthcare shipments
• Pharmaceutical logistics, serialization, regulatory traceability, temperature control, or quality compliance.
• Working with pharmaceutical manufacturers, biotech companies, specialty logistics providers, or healthcare service organizations
• Managing budgets, travel and expenses, customer project fees, or finance submissions.
• Leading regional or global teams in a matrixed organization
• Project management certification such as PMP, PRINCE2, or equivalent.
• A Master’s degree, MBA, or equivalent advanced qualification would be advantageous.

Responsibilities

• Lead the Customer Success Projects function across regions, ensuring consistent, high-quality delivery of complex customer implementation projects.
• Manage, coach, and develop Customer Success Project Managers, building a collaborative and high-performing global team.
• Oversee active and upcoming customer projects, ensuring clear prioritization, strong governance, resource planning, and risk management.
• Partner directly with customers and Sales teams to understand customer needs and shape tailored supply chain solutions.
• Support customer workshops and solution design discussions, translating requirements into clear implementation plans and deliverables.
• Coordinate with Operations, Customer Service, Customer Solutions, IT, QA, Finance, and regional teams to ensure smooth project setup, execution, and operational handover.
• Oversee key project documentation, including statements of work, lane mappings, SOPs, communication plans, KPI frameworks, and implementation plans.
• Act as an escalation point for customer concerns, project risks, and cross-functional challenges.
• Build scalable governance frameworks and processes that create consistency across regions.
• Use KPIs, dashboards, and performance insights to track delivery, identify risks, and drive continuous improvement.
• Support technology and system integration activities that enable efficient, compliant, and customer-focused supply chain execution.
• Manage the Customer Success Projects budget and financial processes, including travel and expenses, CSPM fees, and finance submissions.

Benefits

• medical, dental, and vision care
• comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness
• support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior