The Role: BioTouch is seeking a detail-oriented and strategic Program Manager to join our Customer Experience team. This is a pivotal role where you'll oversee the successful delivery and optimization of client programs, ensuring alignment with client objectives and BioTouch's operational excellence standards. You will act as the central hub of communication, managing timelines, resources, and stakeholder expectations across complex, multi-disciplinary initiatives.
Responsibilities Your Impact: - Program Planning & Management: Develop comprehensive program plans, budgets, and timelines; monitor progress against KPIs and client milestones. Provide program management oversight for process-driven initiatives, ensuring delivery against milestones and objectives tied to enterprise initiatives. Proactively identify process gaps, risks, and inefficiencies; design and implement solutions to close them. Serve as central point of contact for customer(s) ensuring SLA performance and delivery
- Stakeholder Coordination: Serve as the primary point of contact for customers and internal teams; coordinate with cross-functional departments (Operations, Quality, Distribution, Logistics, IT). Develop and deliver high-impact executive presentations to influence decision-making and drive accountability.
- Risk Management: Identify potential risks and issues; develop mitigation strategies and escalation protocols; maintain detailed program documentation. Engage and challenge to resolve issues, align priorities, and adopt transformation strategies. Communicate timely and proactively with the ability to influence, solution and partner.
- Quality & Compliance: Ensure programs adhere to quality standards, regulatory requirements (HIPAA, ISO 27001, ISO 13485), and BioTouch operational procedures
- Reporting & Analytics: Track program metrics and performance; provide regular status updates and dashboards to leadership and clients
- Continuous Improvement: Identify process improvements and optimization opportunities; contribute to the evolution of program management practices
Skills & Qualifications What You Bring: - Bachelor's degree in Business, Project Management, Healthcare Administration, or related field
- 5+ years of experience in program or project management, preferably in healthcare, medical device, or related regulated industries
- Demonstrated ability to manage complex, cross-functional initiatives with multiple stakeholders. Ability to interface / update executive management - internal and external
- Strong organizational and time-management skills with excellent attention to detail
What We Need: - Proficiency with project management tools and Microsoft Office Suite; data analysis and reporting
- Excellent verbal and written communication skills
- Ability for travel (
- PMP (Project Management Professional) or CAPM certification
- Familiarity with HIPAA, ISO 27001, ISO 13485, or other healthcare/quality regulatory frameworks
- Experience in medical device, laboratory, or diagnostic services industries
- Track record of driving client satisfaction and retention
What You'll Get: Medical, Dental, Vision after 30 days
HSA and PPO plans available
Company paid Life Insurance, AD&D, and Long Term Disability
401(k) with generous company match after 90 days
Supplemental Voluntary Benefits like Short Term Disability, Critical Illness, Accident, and Hospital Indemnity
Employee Assistance Program
$500 Referral Bonus Available
