Program Manager - Customer Experience - Global Technology Solutions

ResMed

  • Dublin
  • Permanent
  • Full-time
  • 2 months ago
Global Technology Solutions (GTS) at ResMed is a division dedicated to creating innovative, scalable, and secure platforms and services for patients, providers, and people across ResMed. The primary goal of GTS is to accelerate well-being and growth by transforming the core, enabling patient, people, and partner outcomes, and building future-ready operations.The strategy of GTS focuses on aligning goals and promoting collaboration across all organizational areas. This includes fostering shared ownership, developing flexible platforms that can easily scale to meet global demands, and implementing global standards for key processes to ensure efficiency and consistency.We are looking for our future Program Manager - Customer Experience to join our Global Technology Solutions team.The role is based in Ireland, offered remotely with occasionals travels.Let’s talk about the team :The Global Technology Solutions (GTS) - Strategy and Delivery Team is a dynamic group of highly motivated and results-driven professionals dedicated to translating ResMed’s strategy into an actionable roadmap.Our mission is to drive Resmed's strategy forward by working across the organization to:Enable strategic alignment and effective cross-functional program execution,Fostering innovation and transformation with enterprise-wide practices andEnhancing customer experiences with service and UX design.We have ambitious goals and deliver value continuously, thriving on collaboration, agility, and leveraging technology to deliver business solutions. We are continuously learning, seeking opportunities for growth and accountability for outcomes, all while recognizing the value of enjoying our journey together.Let’s talk about the role :As a Program Manager - Customer Experience, you will drive transversal and strategic programs across the Customer Solutions ecosystem.The Program Manager works with cross-functional teams to define the long-term vision, system requirements, operating processes, data needed and user adoption strategy by fostering teams’ collaboration and increasing efficiency.One of the first program to work on will be our Customer Master Data Management Program (CDM).You will be responsible for:
  • Coordinate with business units like sales ops, martech, product, distribution and customer service teams to align efforts and share customer insights.
  • Monitor change efforts with stakeholders and establish governance to enable change and successful outcomes of the program.
  • Manage interdependencies with other major programs (ERP/CRM…)
  • Collaborate with Global Data Platform teams and Strategy & Delivery teams to ensure the program is aligned with the ResMed GTS strategy.
  • Lead cross-functional teams to deliver Customer Platforms that meet business needs.
  • Drive initiatives to ensure a complete and unified view of customers across all touchpoints.
  • Monitor the program budgets and timelines
  • Measure and report on the effectiveness of the initiatives. (starting with Customer Master Data Management initiative)
  • Stay abreast of industry trends and best practices.
  • Provide coaching and guidance to projects managers regarding projects & program management best practices.
  • Partner with architect network across the different GTS & product teams.
Let’s talk about your qualifications, skills and experience :Master’s degree in Computer Science, Business Administration, Information Technology or a related field, is preferredHigh business judgment and technical experience to partner with our Business and Technology teams to plan, manage and execute on our program roadmap.Proven experience in data program management, in a global capacity and in a highly regulated environmentStrong understanding of sales, marketing, and customer service processes.Exposure and knowledge into data solutions and architecture to enable a Customer 360 view.Excellent project management skills.Strong analytical and problem-solving abilities. Skilled in partnering with stakeholders for discovery and delivery, understanding their needs and fostering open communication and teamwork.Skills in managing risks, managing change, and ensuring smooth transitions with minimal disruption to ongoing projects and operations.Capability to oversee effective program management practices, lead and mentor teams and ensure successful delivery of business outcomes.Additional information:At Resmed, all employees benefit from a bonus plan, the percentage of which depends on your position within the organisation.Working from home flexibilityYou also have access to a referral bonus and to Resmed's preferred shareholding programmeCompetitive benefits (Pension, Long-Term Illness Protection, Health Insurance...)Internal career opportunity - joining an international fast-pace and massively growing companyResmed is an Equal Opportunity EmployerOK, so what's next?Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now#LI-EUJoining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.

ResMed