Program Manager CPS

Role purpose

The Program Manager owns a key client program end to end, making sure Bureau Veritas operations deliver against the client’s requirements, agreed KPIs and service expectations. The role sits between the client, Key Account Management / CRM, technical consultants and integral operations, and keeps the program aligned across the network.
It is not primarily a client-facing role. Around 75% of the work is internal — coordinating with operations and laboratories, preparing documentation, running training and resolving issues — with the remaining ~25% spent engaging the client to understand expectations and close gaps.

Key responsibilities

Program & KPI management

Monitor program KPIs (service delivery, turnaround time) on a daily/weekly basis and report on performance.
Track deviations and drive laboratories and operations to correct them until KPIs recover.
Produce performance summaries, dashboards and ad-hoc analysis for internal stakeholders and, when requested, the client.

Internal coordination & operations (~75% of the role)





Work hand-in-hand with global operations, laboratories, KAMs, CRM and technical consultants to keep the program running to client standards.
Translate client requirements into clear operational instructions and ensure they are deployed correctly across the BV network.
Build strong working relationships with operational teams across countries and cultures.

Client engagement (~25%)

Understand the client’s expectations, requirements and initiatives.
Engage with the client to clarify requirements, close service gaps and align on priorities.

Issue management & continuous improvement

Resolve program issues quickly through the relevant internal processes (e.g. IMP / CAR), documenting the problem, corrective action and follow-up.
Assess corrective actions from the client’s perspective to ensure they address the root cause.
Identify recurring problems with labs and operations, circulate alerts / hotlists and esc

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🏢 Bureau Veritas
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