Job Details

Company: World Courier, a Cencora company

Function: Customer Success Projects / Personalized Supply Chain

Reports to: Senior Director, Personalized Supply Chain

Language: Fluent English required

Why Join World Courier | Cencora in this role?

This role gives you the opportunity to lead globally, influence customer strategy, shape scalable project delivery frameworks, and support supply chains that help critical therapies reach patients safely and efficiently.

You will work at the intersection of personalized medicine, specialty logistics, customer success, technology, quality, and operational excellence - making this an ideal opportunity for a leader who wants their work to have both business impact and real-world healthcare value .

About the Role

We are looking for a Senior Manager, Customer Success Projects - Personalized Supply Chain to lead a global, high-impact customer success project function supporting some of the most complex and critical healthcare supply chains in the world.

This role sits at the heart of personalized medicine, supporting customer solutions across cell and gene therapy, radiopharmaceuticals, cold chain, direct-to-patient logistics, and other time-critical healthcare supply chains .

You will lead Customer Success Project Managers across regions, create consistent governance, oversee customer implementation projects, and ensure seamless handover into operational execution.

This is an exciting opportunity for a senior customer-facing project leader who wants to combine global leadership, strategic customer partnership, operational excellence, and patient impact.

Why This Role Matters

In this role, your work will help ensure that critical therapies move safely, reliably, and compliantly through complex global supply chains. By leading project delivery, improving governance, and aligning teams across regions, you will directly support customers who are working to bring advanced therapies to patients. You will be a key bridge between customers, commercial teams, operations, IT, QA, finance, and regional leadership - helping turn customer needs into scalable, high-quality logistics solutions.

What You'll Do

As Senior Manager, Customer Success Projects, you will:

• Lead the Customer Success Projects function across regions, ensuring consistent, high-quality delivery of complex customer implementation projects.
• Manage, coach, and develop Customer Success Project Managers, building a collaborative and high-performing global team.
• Oversee active and upcoming customer projects, ensuring clear prioritization, strong governance, resource planning, and risk management.
• Partner directly with customers and Sales teams to understand customer needs and shape tailored supply chain solutions.
• Support customer workshops and solution design discussions, translating requirements into clear implementation plans and deliverables.
• Coordinate with Operations, Customer Service, Customer Solutions, IT, QA, Finance, and regional teams to ensure smooth project setup, execution, and operational handover.
• Oversee key project documentation, including statements of work, lane mappings, SOPs, communication plans, KPI frameworks, and implementation plans.
• Act as an escalation point for customer concerns, project risks, and cross-functional challenges.
• Build scalable governance frameworks and processes that create consistency across regions.
• Use KPIs, dashboards, and performance insights to track delivery, identify risks, and drive continuous improvement.
• Support technology and system integration activities that enable efficient, compliant, and customer-focused supply chain execution.
• Manage the Customer Success Projects budget and financial processes, including travel and expenses, CSPM fees, and finance submissions .

Required Experience and Skills

We are looking for a highly organized, customer-focused leader with strong experience in complex project delivery and healthcare or pharmaceutical logistics.

You should bring:

• Significant experience in customer success, project management, supply chain, healthcare logistics, pharmaceutical logistics, technical account management, or a related customer-facing function
• Experience leading complex customer-facing projects or programs in regulated, high-compliance, or operationally critical environments .
• Strong leadership experience across global or regional teams, ideally including direct management of project professionals.
• Proven ability to manage project governance, implementation planning, documentation, stakeholder engagement, escalation management, and operational handover.
• Strong cross-functional collaboration skills, with experience working across Sales, Operations, Customer Service, IT, QA, Finance, and regional leadership.
• Excellent organizational skills and the ability to manage multiple priorities, projects, stakeholders, and deadlines.
• Strong communication skills, with the ability to engage confidently with customers, senior leaders, and global teams across cultures
• An analytical mindset, with confidence using KPIs, dashboards, and performance metrics to identify risks and improvement opportunities.
• Technology fluency, including the ability to work with IT and systems teams on customer integrations and process improvements.
• Full professional fluency in English.

Preferred Experience

Experience in any of the following areas would be highly valuable:

• Personalized supply chain solutions, including:
  
  • Cell and gene therapy
  • Radiopharmaceuticals
  • Direct-to-patient logistics
  • Cold chain logistics
  • Time-critical healthcare shipments
• Pharmaceutical logistics, serialization, regulatory traceability, temperature control, or quality compliance.
• Working with pharmaceutical manufacturers, biotech companies, specialty logistics providers, or healthcare service organizations
• Managing budgets, travel and expenses, customer project fees, or finance submissions.
• Leading regional or global teams in a matrixed organization [
• Project management certification such as PMP, PRINCE2, or equivalent.

Education

A degree in Supply Chain Management, Business Administration, Logistics, Life Sciences, Data Analytics, Business Intelligence, or a related field is preferred. A Master's degree, MBA, or equivalent advanced qualification would be advantageous.

Core Competencies

The successful candidate will demonstrate:

• Customer-centric leadership - builds trust with customers and internal teams while keeping service quality and patient impact at the center.
• People leadership - coaches, supports, and develops Customer Success Project Managers across regions.
• Operational discipline - brings structure, consistency, and control to complex implementation environments.
• Cross-functional collaboration - aligns commercial, operational, technical, quality, and regional teams around shared outcomes
• Strong organization - manages competing priorities with clarity, focus, and attention to detail.
• Global communication - works effectively across cultures, geographies, and levels of seniority.
• Continuous improvement mindset - uses data, feedback, and performance insight to improve delivery.

** Please note that this is a hybrid role based in our WC offices in California or Boston, New York, or Washington, DC, with no customer-facing responsibilities. **

Salary Range*

$100.700 - 155.100

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Full time

Affiliated Companies:
Affiliated Companies: World Courier Inc