About this role
Position Summary
The Global Customer Service Manager / Program Management, part of the Program Management team, is responsible for coordinating and executing the onboarding and launch of new and critical global programs. This role ensures end-to-end readiness including documentation, technical support, communication with stakeholders, and post-launch program stability. Once stabilized, the program is formally handed over to an Operations PM.
Key Responsibilities
New Program Onboarding:
Overall responsibility for proactively driving all onboarding activities, problem solving, secure support of other functions, escalate issuesCoordinate with the GSE team and support registration in Scoro for Asia GKAM/BD.Coordinate support from technical team and laboratoriesSet up and manage program documentation including program manuals, TRFs, report templates, etc.Notify labs of new client onboarding and ensure awareness via SharePoint.Set up and coordinate kick-off calls for new programs.Train labs on onboarding material.Proactively seek feedback from involved labs about readinessFormally hand over program to Operations PMFollow defined process and participate in improving processProgressively learn technical aspects of programs to reduce dependency on tech teamLearns to use all existing tools to gather and enter program informationDocumentation on sharepoint maintenanceExisting Programs:
Overall responsibility for proactively managing existing programsManage updates of program documentation and memo distribution to relevant stakeholders.Timely communicate with clients regarding technical queries or testing issues. Prepare weekly/monthly performance reports covering TAT, revenue, lab/vendor performance.Track record of the vendor outreach activities of the programs, monitoring sourcing shift.Data analytics report of the overall vendor engaging activities with the regional sales team, align with GKAM’s business strategies.Manage program changes based on GKAM/BD or technical team inputs.Documentation on sharepoint maintenanceExisting Programs (Support Operation PMs):
Escalation point & monitoring performance for Operation PMs with technical queries etcDocumentation on sharepoint maintenanceAdditional scope of work requested by Team leaders depending on the new team development
Fluency in English; Additional languages like Mandarin, Tiếng Việt, Hindi, Bengali) are a plus.Bachelor’s degree in Business, Engineering, or comparable experience.Strong interpersonal and cross-cultural communication skills.3–5 years of experience in project or program management with data analytics skills.Experience with customer onboarding processes, technical documentation, new product development or new product introduction.Positive attitude and values.Strong team spirit and collaboration.Open-mindedness and adaptability.Proactive, supportive, and optimistic approach.Embraces challenges with resilience and flexibility.Willingness to work flexible hours and overtime when necessaryAttention to detail, proactivity. 13-month bonusPerformance bonus: subject to performanceLeaves: 16 - 18 annual leaves, 1 birthday leaveAllowances: Lunch, PhoneAdded healthcare package for family memberMandatory insurance from probation