Hybrid: SSF

Who We Are: 

• Digital Experience is shaping the future of how the company connects with our patients and customers by harnessing the power of digital innovation and human-centered design. 
• As healthcare evolves, we are bold in our approach – leveraging cutting edge AI, advanced digital engagement, end-to-end content management, and omnichannel technologies and operations to create seamless, personalized, and meaningful experiences for our patients and customers. 
• The Customer Experience team represents the formal emergence of a human-centered design practice. As a new team, we pursue the integration of Design Thinking and other human-centered design methodologies in support of our evolving products, services, and employee offerings. This combined team, in collaboration with key partners, builds solutions to serve Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access (“CMG”), and other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience.

The Opportunity:

• This role is an integral part of how we successfully deliver the Customer Experience roadmap throughout the fiscal year. This individual will be responsible for the project initiation, planning, executing, monitoring, controlling, and closing across the Customer Experience roadmap and associated projects.
• In this pivotal role, you will be instrumental in driving the successful execution of a diverse portfolio of projects, ranging from
• public-facing digital experiences to critical internal enterprise-wide initiatives. You will work closely with a talented cross-functional team, including UX/UI Designers, UX/CX Researchers, Business Analysts, and Senior Program Managers. This role demands a proactive leader with exceptional organizational skills, a deep understanding of project management methodologies, and the ability to navigate complex stakeholder landscapes within a fast-paced pharmaceutical environment.
• A key aspect of this role is your proven experience working within a product-oriented organization, where you have demonstrated the ability to guide digital products through their lifecycle. Your strong knowledge of the Software Development Life Cycle (SDLC) will be critical in ensuring projects are delivered efficiently, effectively, and with the highest quality. This is a continuously evolving environment, a high-growth opportunity where you can have an immediate impact within a growing team.

Key Accountabilities & Responsibilities:

• Project Lifecycle Management: Responsible for the project initiation, planning, executing, monitoring, controlling, and closing across the Experience Design roadmap and associated projects. Manages projects in agile and/or waterfall mode per PMI and best industry standards.
• Planning & Resource Management: Creates, executes, and maintains project plans for the Customer Experience and Design team(s). Develops or uses existing roles and responsibilities matrices, resource plans, and ad hoc capacity plans in collaboration with cross-functional teams to support the overarching project roadmap. Establishes the critical path within project plans to align timelines and deliverables.
• Cross-Functional Collaboration: Facilitate seamless collaboration among UX/UI Designers, UX/CX Researchers, Business Analysts, and the Sr. Program Manager, fostering a cohesive and productive team environment. Acts as a unifier and bridge-builder across cross-functional teams.
• Stakeholder & Communication Management: Effectively communicates project status, risks, and changes to all relevant stakeholders, including senior leadership, ensuring alignment and managing expectations. Ensures communications plans are created and adhered to by employees and vendors at each project level. Effectively facilitates and leads project team meetings.
• Process & Quality Improvement: Identifies opportunities for process optimization within project workflows, particularly related to digital product development and Software Development Lifecycle (SDLC). Creates or implements repeatable and scalable processes, templates, and vendor guidelines to ensure project delivery consistency. Ensures projects meet compliance standards, policies, and validations as required.
• Risk & Issue Management: Proactively identifies potential risks and issues, develops mitigation plans, and resolves and/or escalates impediments in a timely fashion to project stakeholders. Ensures risk planning/reporting is coupled with effective risk mitigation strategies.
• Deliverable & Measurement Management: Administers and negotiates project deliverables, costs, scope, timelines, and resource requirements throughout the project. Supports the determination of success/failure metrics and key performance indicators (KPIs) to delineate project impact to the patient, provider, caregiver, employees/brand. Uses analytics and Business Intelligence (BI) tools to analyze and visualize project management data.
• Documentation & Contracts: Ensures project documents are complete, current, and stored appropriately. Manages the pull-through of participant contracts for individual projects.
• Continuous Improvement: Conducts project retrospectives and inspires an environment of learning and continuous improvement.

This role will be responsible for supporting the development of the Human Centered Design practice at the Company and will be expected to develop strategies and operational decisions via customer experience insights to impact the following communities:

1. Patients
2. Advocates
3. Caregivers
4. Customers
5. Employees
6. Third-Party Partners (to include vendors, sub-contractors, industry research partners and Think Tanks)

Minimum Candidate Qualifications and Experience:

• Bachelor’s degree in business, project management, operations, or a related field or equivalent experience.
• Certifications: Agile Certified Practitioner (PMI-ACP), Professional Scrum Master (PSM) and/or Project Management Professional (PMP) Certification.
• Minimum of 5+ years’ work experience as a hands-on project manager or program manager, ideally within Healthcare, BioTech, or Technology, working with internal employees and consulting teams.
• Demonstrated experience working in a product-oriented organization is essential, with a track record of successfully managing projects through various stages of a product lifecycle.
• Strong expertise using project management methodologies such as Agile, Scrum, Waterfall, and Software Development Lifecycle (SDLC, JAD).
• Proven ability to successfully manage multiple projects to completion concurrently in a dynamic environment.

Skills & Competencies:

• Exceptional leadership, communication (verbal and written), and interpersonal skills. Ability to communicate complex concepts simply.
• Strong problem-solving abilities and a solution-oriented mindset.
• Proficiency with online collaboration and project management tools, including JIRA, Confluence, monday.com, Lucidchart, and Adobe Creative Cloud.
• Ability to create high-quality project reports and simple, succinct, visually compelling presentations.
• Proven ability to obtain, analyze, and use information for effective decision-making.
• Proven ability to establish effective customer and stakeholder relationships with others internal and external to the organization.
• Leading with Urgency, Teamwork and Collaboration, Consistent, clear, transparent Communication, Delivering with Measurable Impact, Technical and Business Expertise.
• Excellent organizational and time management skills.

Additional Desired Candidate Qualifications & Experience:

• Experience working with UX/UI Designers, UX/CX Researchers, and Business Analysts.
• Advanced degree, or equivalent experience (e.g., MBA or related graduate-level qualification).

Working Conditions and Environment:

• Hybrid work environment: Mandatory on-campus attendance policy: Required to work on Campus three days a week.
• Working Conditions: Studio environment in a patient, provider, employee, and customer-facing capacity.
• Travel 25%.

The hiring range for this position is $81 -$91 per hour. The base pay actually offered will take into account internal equity, and may also vary depending on candidate's geographic region, job-related knowledge, skills, and experience amongst other factors

Harvest Technical Services is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, Sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or any other federal, state, or local protected class.