Program Manager, Customer Experience

Job overview

The Program Manager, Customer Experience role is onsite in Raleigh, NC. Compensation is not specified. The role supports BioTouch's Customer Experience team and its healthcare specialty logistics programs. The Program Manager coordinates complex client programs from planning through delivery and optimization. By aligning timelines, resources, stakeholders, service levels, and performance measures, the role supports client objectives and BioTouch's operational standards.

What you'll do

• Develop program plans, budgets, and timelines
• monitor KPIs and client milestones
• oversee process-driven initiatives and enterprise objectives
• identify process gaps, risks, and inefficiencies and implement solutions
• serve as customer point of contact for SLA performance and delivery
• coordinate with Operations, Quality, Distribution, Logistics, and IT
• prepare executive presentations
• develop risk mitigation and escalation plans
• maintain program documentation
• ensure adherence to quality standards, HIPAA, ISO 27001, ISO 13485, and company procedures
• track metrics and provide status updates and dashboards
• identify process improvements.

What we're looking for

Skills & competencies

program manager

customer experience

healthcare logistics

client programs

raleigh nc

biotouch

program planning

stakeholder coordination

risk management

hipaa

iso 27001

iso 13485

travel under 25%

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision coverage after 30 days
• HSA and PPO plans
• company-paid life insurance, AD&D, and long-term disability
• 401(k) match after 90 days
• supplemental benefits, EAP, and $500 referral bonus.

Why this role

Requires a bachelor's degree and 5+ years of program or project management experience; travel ability under 25% is required. PMP or CAPM and regulatory-framework familiarity are listed as preferred qualifications.

About the employer

BioTouch is hiring for this role. Industry: Process, Physical Distribution, and Logistics Consulting Services. Sector: 54.