Full-Time Professional Services Program Manager

The Professional Services Group at DNAnexus provides expert scientific and technical consulting services that enable our customers to better leverage DNAnexus technologies to achieve their research and business objectives.

We are looking for a Program Manager to drive the implementation of customized DNAnexus solutions that accelerate and transform our customer’s operations.

This is a customer-facing position requiring a high level of autonomy and proactive engagement with customers and internal DNAnexus stakeholders.

The Program Manager will drive cross-functional teams comprising Professional Services Engineers, Developers, and Bioinformatics Scientists, as well as representatives from the Customer Success and Sales teams to deliver PS solutions across the project lifecycle from initiation through implementation and delivery.

Responsibilities

• Independently lead complex professional service technical and scientific consulting engagements end-to-end including project initiation, planning, execution, monitoring and control, and closure
• Work with internal organizations to resource professional services engagements and manage matrixed implementation teams to execute customer solution delivery
• Develop and own key project components including scope, work breakdown structure, cost, requirements, schedule, budget, resources, quality, risk, issues, milestones, etc.
• Define detailed project requirements and scope based on identified customer needs and opportunities and develop statements of work and requirements documentation as needed
• Engage with customers and assume responsibility for delivering the professional services solution implementation to meet business objectives, scope and quality expectations (on time and on budget) against a formal business agreement
• Produce project-level reports that communicate project health and status (cost, schedule, progress), risk, milestone progress, issues
• Oversee and manage multiple complex delivery projects simultaneously
• Resolve customer escalations and issues affecting successful program delivery
• Assist in creating and executing quarterly OKRs that drive improvement of program management processes

Required Experience

• Education: Bachelor’s degree or equivalent, preferably in science, software engineering, or business
• 8+ years of program management experience, including 4+ years in consulting or professional services
• Proven ability to build trusted relationships with customers and effectively manage and resolve customer issues
• Experience leveraging project/program management standards, frameworks, and tools to manage cross-functional teams throughout a project lifecycle to meet scope, schedule, and budget
• Excellent leadership, interpersonal, and organizational skills, both oral and written; able to communicate clearly and effectively with members of both the technical team and executives
• Outstanding organizational and time management skills with ability to manage concurrent and sometimes conflicting priorities and deadlines in a complex environment
• Self-starter and highly proactive with the ability to work with minimal guidance and direction

Preferred experience

• Experience in bioinformatics, biotech, clinical research, or healthcare
• Adaptability and flexibility to manage project deadlines, change, and uncertainty
• Proven record of achieving revenue and margin goals against multiple ongoing project implementations
• Experience working in a high-growth start-up environment where business rules are continuously being defined and evolving
• Experience implementing project management support tools (JIRA, Project, Confluence, etc.)
• Experience working with international teams comprised of members from different countries and time zones
• Experience leading teams comprised of people within a matrixed organizational structure (including different corporate organizations as well as functional disciplines)
• Experience with project/program forecasting resource and budget metrics for financial reporting
• Experience collecting requirements and drafting statements of work that accurately articulate the scope of the engagement and deliverables
• PMP Certification

Salary and Other Compensation

The annual base salary for this position is $155,000- $165,000 with an 8% annual bonus component. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits

The Company offers medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, flexible paid time off, 12 weeks of paid parental leave, and national holidays paid.

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