Customer Experience Operations Project Manager

The Position

• Responsible for leading and delivering strategic, locally and globally driven business projects for the Human Pharma Business Unit (HPBU), from initiation through delivery and stabilization, using structured project management methodologies.
• This role ensures effective cross-functional collaboration, stakeholder engagement, and compliance alignment across all phases of the project lifecycle.
• Responsible for planning and executing projects that enable the Customer Experience Operations (CxO) organization, and the broader HPBU, to achieve its strategic and operational objectives.
• This role leads projects involving cross-pillar teams within CxO, as well as with cross functional partners, to deliver projects on time, within scope, and with sustained business impact, while managing risks, stakeholder expectations, and dependencies.
• The Project Manager applies structured project management methodologies, ensures alignment with business priorities, and drives accountability, transparency, and continuous improvement throughout the project lifecycle.  
• Projects may include consultation and collaboration with key CxO subject matter experts to connect and support on key projects as well.
• Accountable to propose & implement solutions for process improvement/process optimization with cross functional Customer Experience Operations Teams.

This job posting is for an existing vacant position. 

Responsibilities 

• Project Management:
  • This role will involve both leading cross-functional projects, as well as partnering with with others to lead the project management process of projects
  • Translate strategic objectives into detailed workplans, milestones, resource plans, and success metrics
  • Develop and maintain comprehensive project plans that clearly define scope, objectives, deliverables, milestones, dependencies, resourcing, and timelines.
  • Ensure that project scope is well-defined, controlled, and aligned to business objectives.
  • Manage scope changes through formal change control processes to protect outcomes and impact.
  • Lead the execution of project activities, coordinating tasks across internal and external teams.
  • Monitor progress against the plan, proactively address issues, and adjust delivery approaches as needed. 
  • Ensure milestones and deliverables meet quality, timing, and business requirements.
  • Serve as a trusted execution partner, enabling alignment between strategic intent and operational reality.  
  • Engage, influence, and negotiate effectively with diverse stakeholder groups in a results‑ and solutions‑oriented manner.
  • Facilitate workshops, working sessions, and decision forums to drive progress and alignment
  • Support organizational change by coordinating readiness activities, communications, and transition plans.
  • Capture lessons learned and identify opportunities to improve project delivery practices, tools, and processes for future initiatives.
  • Act as a trusted advisor to sponsors and senior stakeholders, providing clear, data‑driven updates, recommendations, and decision support to enable timely and informed decisions.
  • Expected to manage multiple projects concurrently
• Process Optimization:
  • Lead the project management activities for process optimization across CxO
  • Build business excellence processes and systems to support CxO, ensuring alignment with the strategy, priorities, and ultimately, create business impact. 
  • Challenge current methodologies around systems and processes and provide optimized, effective solutions.
• Performance Management:
  • Create performance metric and KPI structure for the CxO organization, in alignment with the global and local CxO/CxE strategic goals.  
  • Lead monthly performance review meetings to review key deliverables, identify issues, and facilitate discussions for remedial action
  • Lead cross CxO projects (and potentially cross functional projects)as required or assigned by the Head of CxO
• HALOS/LOS:
  • Canadian Champion for HPBU LOS working with global Learning Management System Associates LMS-A in maintaining LOS as the central system for training administration and location for all mandatory HPBU trainings.  Accountable for compliance requirements for Canadian Operating Unit adherence to global LOS assignment and execution, as well as optimization of LOS processes across the HP organization.

This position is based in the Burlington, Ontario office located at 5180 South Service Road and is flexible.
Employees in flexible roles are required to be at the office a minimum of 50% of the time each month and must report to the office when requested and required by their Manager/Department.  

Requirements 

• University Degree
• 5+ years experience in project management, change management, business or technology consulting, PMP/certification preferred
• Strong foundation in project management methodologies (e.g., Agile, Lean)
• Expertise in the use of project management tools (e.g., MS Project, Jira, Smartsheet, as well as expert level proficiency in MS Office 365 suite (Excel, Word, Powerpoint)
• Strong leadership and team facilitation skills, experience working directly with senior leadership
• Demonstrated success leading and managing complex projects from initiation through execution and closeout, including planning, scheduling, risk assessment, stakeholder alignment, and change management.
• Experienced in coordinating project deliverables across multiple internal teams, external vendors, and third party suppliers to achieve business objectives.
• Exceptional organizational and time management capabilities, with a proven ability to manage competing priorities, track milestones, and deliver high quality work under strict deadlines. Adept at implementing structure, defining timelines, and maintaining clear documentation throughout the project lifecycle.
• Strong communication and stakeholder management skills, including the ability to present to leadership, collaborate effectively across multidisciplinary teams, and maintain productive relationships with external partners, vendors, and suppliers.
• Experience with decision-making under ambiguity and pressure
• Experience in roles managing organization-wide projects, requiring negotiation and influencing without authority
• Adaptability and resilience in changing environments
• High attention to detail with a results-oriented mindset

Total Rewards

We offer competitive total rewards that includes a generous amount of paid time off (vacation, personal days, contingency paid time off days for Long Term Contract Employees), comprehensive and flexible benefits plan, Defined Contribution Pension Plan with company matching of RRSPs, Employee and Family Assistance Plan, employee and leadership development programs, and programs to support overall health and wellness for employees. 

Our total rewards philosophy reflects and recognizes employee contributions to the company. 

Visit https://www.boehringer-ingelheim.com/ca/careers/explore-our-company/benefits-rewards

The salary range for this position is from $100,000 to $133,420.  Performance, relevant experience and competency in the role will be a key factor in driving the compensation offered.  In addition, this position is eligible for a variable bonus target opportunity of 12% of the annual base salary.  

READY TO APPLY?

Click the "Apply Now" button below to submit your application.

We thank all applicants for their interest in our company.  Please note that only candidates selected for an interview will be contacted. 

Boehringer Ingelheim Canada is committed to providing accommodations for people with disabilities to support their participation in all aspects of the recruitment and selection process.  If you require accommodation, we will work with you to meet your needs. 

Boehringer Ingelheim Canada does not use artificial intelligence to screen, assess, or select applicants in the recruitment process. 

DEADLINE FOR APPLICATIONS

Applications for this position will be accepted until June 11, 2026. 

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