Program ManagerLocation: 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:Leading end-to-end delivery of omnichannel programs with a primary focus on web and digital customer experiencesManaging web-related initiatives including website enhancements, personalized content experiences, campaign programs, platform integrations, and customer journey optimizationCoordinating cross-functional teams including marketing, web development, UX/UI, analytics, CRM, content, SEO, and operationsDeveloping and managing program roadmaps, timelines, dependencies, budgets, and delivery plansEnsuring alignment between web experiences and broader omnichannel engagement strategies across email, CRM, social, paid media, and marketing automation platformsPartnering with business stakeholders to define customer engagement objectives, KPIs, and success metricsDriving execution of personalization, segmentation, and customer journey initiatives across digital touchpointsHaving a strong understanding of design systems and content management platformsCollaborating with technical teams on CMS enhancements, API integrations, tagging strategies, and platform optimizationMonitoring program performance using analytics, engagement metrics, conversion data, and customer insightsIdentifying opportunities to improve customer experience, operational efficiency, and digital engagement performanceEnsuring web and digital programs align with accessibility, compliance, brand, and data privacy standardsAbout 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 initiativesFamiliarity with CMS platforms such as Adobe Experience Manager, WordPress, or DrupalExperience 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 skillsAbility 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 CompetenciesExecutive client relationship managementOmnichannel strategy executionWeb program managementCustomer journey optimizationCross-functional leadershipDigital operationsStakeholder communicationData-driven decision makingAgile delivery management