Customer Experience Program Manager (Vaccines)

Location: Morristown, New Jersey; US and Puerto Rico residents only

Salary: $148,500–$214,500 per year

Company

hirify.global is an R&D-driven biopharma company developing medicines and vaccines through immune-system research, mRNA innovation, AI-driven research, and smart manufacturing.

What you will do

• Advance customer experience strategies and execute initiatives aligned with the North America Vaccines CX roadmap.
• Identify customer journey friction points, lead root cause analysis, and implement scalable process improvements.
• Track implementation progress and measure outcomes such as cost savings, reduced cycle times, and improved customer effort scores.
• Support CRM systems, analytics dashboards, customer communication tools, automation, and other CX technologies.
• Coordinate cross-functional meetings, workshops, stakeholder communications, and follow-through on action items.
• Build knowledge management systems, maintain SOPs and process guides, and support adoption of new ways of working.

Requirements

• Bachelor’s degree.
• At least five years of experience in customer experience or success, program or project management, strategy, or continuous improvement.
• Ability to manage multiple initiatives, work cross-functionally, and influence without direct authority.
• Excellent written and verbal communication, presentation, organizational, and prioritization skills.
• Must be a US or Puerto Rico resident.

Nice to have

• Experience with CRM platforms, analytics dashboards, CX metrics, or digital transformation programs.
• Lean or Six Sigma experience, preferably with Green Belt or Black Belt certification.
• Certifications in customer experience management, Net Promoter System, design thinking, coaching, or change management.
• Pharmaceutical, biotech, healthcare, or vaccines industry experience.
• Background in change management or organizational effectiveness.

Culture & Benefits

• Supportive, future-focused environment centered on scientific innovation and improving lives.
• Health and wellbeing benefits, including healthcare, prevention and wellness programs.
• At least 14 weeks of gender-neutral parental leave.
• Mentoring, international mobility programs, and career development opportunities across four continents.
• Opportunities to contribute to global vaccination efforts and AI-driven research.