Overview As Program Manager CPS, you own a key client program end-to-end, ensuring operations meet client requirements, KPIs and service expectations. You coordinate between client, KAM/CRM, technical consultants and global operations to keep the program aligned across the network. Most work is internal with a smaller portion engaging the client to clarify needs and close gaps. You drive process improvements, audits, and rollout of program changes that translate client demands into operational excellence. Responsabilidades * Monitor and report program KPIs (service delivery, turnaround time) daily/weekly and drive corrective actions across labs and operations until KPIs recover * Coordinate with general operations, laboratories, KAMs, CRM and technical consultants to deploy client requirements across BV network * Translate client requirements into clear operational instructions and ensure deployment across the network * Engage with client to understand expectations, close service gaps and align on priorities * Resolve issues via internal processes (IMP/CAR),



document actions and follow-ups, and escalate recurring problems * Coordinate program, technical and in-line QC audits and push for simplification and standardization * Translate client-driven changes into operational requirements and lead their rollout across internal stakeholders * Design and deliver program training for labs and operations (MyLearning, webinars, conferences, video calls) for consistent application Requisitos principales * experience in program management and cross-functional coordination * ability to monitor KPIs and drive corrective actions * ability to translate client requirements into operational instructions * strong stakeholder management and cross-cultural collaboration * auditing and continuous improvement mindset * training design and delivery experience * cross-functional collaboration * problem-solving * communication * experience with program-monitoring and reporting tools * Micros

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