Program Manager
Posted
- Role Program Manager
Location: Boston Hybrid (3 days of travel to client office in Boston)
Role Description:
We are seeking a strategic and execution-oriented Omnichannel Program Manager with a strong focus on web and digital experience initiatives. This role will lead the planning, coordination, and delivery of omnichannel programs that integrate web, email, CRM, digital marketing, content, analytics, and customer engagement strategies to create seamless customer experiences across channels.
The ideal candidate has experience managing complex web and digital programs, coordinating cross-functional stakeholders, and driving customer-centric initiatives in fast-paced environments. This role partners closely with marketing, product, web development, UX/UI, analytics, CRM, content, and business teams to deliver integrated digital experiences that support customer engagement and business growth.
You will be responsible for : - Lead end-to-end delivery of omnichannel programs with a primary focus on web and digital customer experiences
- Manage web-related initiatives including website enhancements, personalized content experiences, campaign programs, platform integrations, and customer journey optimization
- Coordinate cross-functional teams including marketing, web development, UX/UI, analytics, CRM, content, SEO, and operations
- Develop and manage program roadmaps, timelines, dependencies, budgets, and delivery plans
- Ensure alignment between web experiences and broader omnichannel engagement strategies across email, CRM, social, paid media, and marketing automation platforms
- Partner with business stakeholders to define customer engagement objectives, KPIs, and success metrics
- Drive execution of personalization, segmentation, and customer journey initiatives across digital touchpoints
- Have a strong understanding of design systems and content management platforms.
- Collaborate with technical teams on CMS enhancements, API integrations, tagging strategies, and platform optimization
- Monitor program performance using analytics, engagement metrics, conversion data, and customer insights
- Identify opportunities to improve customer experience, operational efficiency, and digital engagement performance
- Ensure web and digital programs align with accessibility, compliance, brand, and data privacy standards
- About you:
Desired Profile (Experience, Key Skills) - Around 8 - 10 years of experience as an omnichannel manager/program manager/account manager preferably in the pharma or healthcare industry.
- Experience in managing digital omnichannel engagement projects in pharma and a strong understanding of web development process.
- Experience of working in Project Management tools, familiar in MS office, Excel and Power point.
- Strong experience managing web-focused digital programs and customer engagement initiatives
- Familiarity with CMS platforms such as Adobe Experience Manager, WordPress, or Drupal
- Experience using project management tools such as Jira or Adobe Workfront.
- Experience of working both independently and in a team, collaborative environment is essential.
- Excellent communication, presentation, and relationship-management skills
- Ability to adapt to the onshore and offshore model and working teams within client and agency partners.
- Ability to translate between technical and non-technical requests and teams.
- Minimum graduation.
- Key Competencies
- Executive client relationship management
- Omnichannel strategy execution
- Web program management
- Customer journey optimization
- Cross-functional leadership
- Digital operations
- Stakeholder communication
- Data-driven decision making
- Agile delivery management
