Shire Jobs

About the role The Sr. Customer Program Manager (CPM) is responsible for the execution of client programs and opportunities post award. Working closely with sales and the global project management office (GPMO), the Sr. Customer Program Manager leads the knowledge transfer of the program requirements, financial model and goals as negotiated in the contract(s), master service agreement(s) and statement of works. In alignment with the customer, the Sr. Customer Program Manager defines the processes and, implements the program framework utilizing project/program planning tools, financial and workload forecasting methods and, internal coordination with other departments and the execution of the program. This role is responsible for communicating the program status and raising issues/challenges to management and supporting departments. The Sr. Customer Program Manager manages the customer expectations and is the escalation point for the customer. Ongoing responsibilities include identifying continuous improvement opportunities post implementation and serving the business in various capacities: leader; change agent; strategic consultant; program manager; subject matter expert and customer advocate. The Sr. Customer Program Manager owns the overall relationship with the assigned customers, customer satisfaction, program(s) profitability, adherence to contract requirements and service levels. The Sr. Customer Program Manager owns the overall customer relationship for one or more of Shyft's largest customers and/or business global account and all associated programs and has overall ownership for the customer profitability. What you'll do Primary day to day interaction and contact with the customer who has responsibility for implementation and ongoing management of the customer program (25%) Understands and executes to all contracts, master services agreement(s) and statements of work (35%) Responsible for tracking and meeting customer program profitability goals (30%) Monitoring and reporting adherence to contracted SLA's (10%) Manage two additional team members. What we're looking for 10+ years relevant experience with comprehensive understanding of customer agreements and program requirements Identifies root causes and leads issue resolution with minimal supervision. Manages program documentation, reporting, and service level tracking Collaborates with clients and internal teams for continuous improvement Oversees financial management and compliance with governance and regulatory requirements Manages scope changes and ensures adherence to change control processes Excellent communication skills for presentations and facilitating group interactions Strong problem-solving ability and decision-making skills Demonstrates leadership, adaptability, and organizational skillsWillingness to travel and interact effectively across diverse identities. Working Conditions Consistent non-standard work or overtime as business requires. On-call availability required as necessary. Professional, office environment. Remote / Work-from-home. Frequent Travel Required (25-50%). What's In It For You? Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle. Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses. Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program. Diversity, Equity & Inclusion: It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and developm