Enterprise Program Manager
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Job Description
Enterprise Program Manager leading complex laboratory service programs, customer engagements, and cross-functional delivery for Agilent Technologies in Nanjing. Driving customer value, governance, implementation, and business performance.
Responsibilities:
- Develop and execute enterprise program plans aligned with CSO East priorities and China service strategy
- Own assigned programs and strategic customer engagements, including scope, milestones, service levels, risks, and financial outcomes
- Partner with sales and account teams to understand customer needs, shape solutions, and support business development
- Coordinate cross-functional teams and maintain governance, stakeholder communication, and escalation management
- Build customer relationships supporting satisfaction, retention, and growth
- Monitor performance and customer experience and lead corrective or improvement actions
- Lead scoping and implementation of large, integrated enterprise service programs
- Translate customer and commercial objectives into plans covering scope, schedule, resources, budget, dependencies, risks, and governance
- Coordinate execution across service delivery, sales, technical, operations, finance, quality, procurement, and partners
- Run program reviews and provide status reporting to teams, sponsors, management, and customer leadership
- Resolve issues and manage changes, risks, and escalations
- Maintain program records and oversee external partners where applicable
- Track service levels, operational KPIs, customer satisfaction, retention, and growth opportunities
- Review program economics and drive agreed improvements
- Prepare customer reviews, operational reports, and performance summaries
- Serve as a customer-centric expert in enterprise program management and relevant CrossLab or laboratory productivity solutions
- Support business planning and implementation strategies for enterprise services and strategic accounts
- Contribute to China or global initiatives involving lab productivity, compliance, sustainability, and governance
- Capture lessons learned and develop reusable processes, tools, templates, and governance practices
- Provide customer and delivery insights to improve enterprise service offerings
Requirements:
- Bachelor’s degree or above in engineering, science, business, project management, or a related field
- Relevant experience in program or project management, enterprise service delivery, strategic accounts, or complex solution implementation
- Project management qualification preferred; equivalent experience leading complex deployments is acceptable
- Strong customer, stakeholder, influencing, and executive communication skills
- Business acumen and ability to connect operational delivery with customer, commercial, and financial outcomes
- Ability to lead cross-functional teams and manage multiple priorities in complex situations
- Strong analytical skills and ability to turn operational and financial data into actions
- Experience in regulated laboratory, pharmaceutical, life science, chemical analysis, or similar service environments preferred
- Excellent written and verbal Chinese and English communication skills
- Willingness to travel within CSO East and to customer sites
- Travel required 50% of the time
Benefits:
- Option to work remotely
- Equal opportunity employment
- Full-time weekly schedule
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