Enterprise Program Manager

1. Enterprise Program Management

• →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 effective governance, stakeholder communication, and escalation management.
• →Build strong customer relationships that support satisfaction, retention, and growth.
• →Monitor performance and customer experience and lead corrective or improvement actions.

2. Solution Implementation & Project Management

• →Lead the scoping and implementation of large, integrated enterprise service programs.
• →Translate customer and commercial objectives into clear 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 concise status reporting to teams, sponsors, management, and customer leadership.
• →Resolve issues and manage changes, risks, and escalations promptly.
• →Maintain complete program records and oversee external partners where applicable.

3. Customer Success & Business Performance

• →Ensure consistent, high-quality delivery and measurable customer value at assigned sites.
• →Track service levels, operational KPIs, customer satisfaction, retention, and growth opportunities.
• →Review program economics with account and finance teams and drive agreed improvements.
• →Prepare customer reviews, operational reports, and performance summaries.

4. Expertise & Continuous Improvement

• →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 relevant China or global initiatives, including lab productivity, compliance, sustainability, and governance.
• →Capture lessons learned and developed reusable processes, tools, templates, and governance practices.
• →Provide customer and delivery insights to improve enterprise service offerings.

Key Performance Indicators

• →Customer satisfaction, retention, and growth in assigned engagements.
• →Delivery of agreed scope, milestones, service levels, and performance commitments.
• →Successful launch, stabilization, and continuous improvement of programs.
• →Effective governance, communication, risk management, and escalation.
• →Healthy financial performance and execution of improvement actions.
• →Scalable delivery solutions and stronger regional capabilities.

• 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 the 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 the 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.