Enterprise Program Manager

Job Description

Key Responsibilities

1. Enterprise Program Management

• Develop and execute enterprise program plans aligned with CSO East priorities and China service strategy.
• Own assigned programs and strategic customer engagements, including scope, milestones, service levels, risks, and financial outcomes.
• Partner with sales and account teams to understand customer needs, shape solutions, and support business development.
• Coordinate cross-functional teams and maintain effective governance, stakeholder communication, and escalation management.
• Build strong customer relationships that support satisfaction, retention, and growth.
• Monitor performance and customer experience and lead corrective or improvement actions.

2. Solution Implementation & Project Management

• Lead the scoping and implementation of large, integrated enterprise service programs.
• Translate customer and commercial objectives into clear plans covering scope, schedule, resources, budget, dependencies, risks, and governance.
• Coordinate execution across service delivery, sales, technical, operations, finance, quality, procurement, and partners.
• Run program reviews and provide concise status reporting to teams, sponsors, management, and customer leadership.
• Resolve issues and manage changes, risks, and escalations promptly.
• Maintain complete program records and oversee external partners where applicable.

3. Customer Success & Business Performance

• Ensure consistent, high-quality delivery and measurable customer value at assigned sites.
• Track service levels, operational KPIs, customer satisfaction, retention, and growth opportunities.
• Review program economics with account and finance teams and drive agreed improvements.
• Prepare customer reviews, operational reports, and performance summaries.

4. Expertise & Continuous Improvement

• Serve as a customer-centric expert in enterprise program management and relevant CrossLab or laboratory productivity solutions.
• Support business planning and implementation strategies for enterprise services and strategic accounts.
• Contribute to relevant China or global initiatives, including lab productivity, compliance, sustainability, and governance.
• Capture lessons learned and developed reusable processes, tools, templates, and governance practices.
• Provide customer and delivery insights to improve enterprise service offerings.

Key Performance Indicators

• Customer satisfaction, retention, and growth in assigned engagements.
• Delivery of agreed scope, milestones, service levels, and performance commitments.
• Successful launch, stabilization, and continuous improvement of programs.
• Effective governance, communication, risk management, and escalation.
• Healthy financial performance and execution of improvement actions.
• Scalable delivery solutions and stronger regional capabilities.

Qualifications

Qualifications & Experience

• Bachelor’s degree or above in engineering, science, business, project management, or a related field.
• Relevant experience in program or project management, enterprise service delivery, strategic accounts, or complex solution implementation.
• Project management qualification preferred; equivalent experience leading complex deployments is acceptable.
• Strong customer, stakeholder, influencing, and executive communication skills.
• Business acumen and the ability to connect operational delivery with customer, commercial, and financial outcomes.
• Ability to lead cross-functional teams and manage multiple priorities in complex situations.
• Strong analytical skills and the ability to turn operational and financial data into actions.
• Experience in regulated laboratory, pharmaceutical, life science, chemical analysis, or similar service environments preferred.
• Excellent written and verbal Chinese and English communication skills.
• Willingness to travel within CSO East and to customer sites.

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely.

Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Travel Required:

50% of the Time

Shift:

Day

Duration:

No End Date

Job Function:

Services & Support