Program Manager

CRYOPDP, now part of DHL Supply Chain, has been dedicated to finding solutions for the transport of time - and temperature-sensitive products in the life science and healthcare industries for more than 25 years. CRYOPDP covers more than 220 countries and territories and the entire temperature-controlled supply chain: packaging, pick pack kit preparation, express service and specialist courier. We are proud to be the preferred logistics partner of the life science industry and healthcare professionals for more than 4,000 companies worldwide.

JOB TITLE: Program Manager

Overall Mission

The Program Manager oversees the operational, financial, and compliance aspects on of CRYOPDPs biggest account within the Global Control Tower. This role ensures that programs are executed efficiently, financial transactions are accurate, and processes are continuously improved. The Program Manager collaborates with cross-functional teams and ensures program documentation, reporting, and performance metrics are accurately maintained to support decision-making and continuous improvement.

Main Contribution -

Key Responsibilities

Key Responsibilities

Support Assigned Accounts:

Serve as the primary point of contact for clients, managing all activities and ensuring account satisfaction.

Project & Program Monitoring:

Coordinate and oversee projects/programs to ensure on-time delivery, quality outcomes, and alignment with objectives.

Logistics Oversight & Coordination Monitoring:

Oversee shipment tracking and logistics coordination activities managed by the QMCC to ensure service level agreements (SLAs) are met. Act as an escalation point for exceptions and ensure issues are resolved in alignment with customer requirements.

After-Sales Support:

Ensure customer satisfaction by managing after-sales follow-up and issue resolution.

Financial Oversight & Margin Monitoring:

Monitor account fi nancial performance by reviewing Accounts Receivable (AR), Accounts Payable (AP), and invoicing. Conduct margin analysis in partnership with Finance to ensure account profi tability and identify improvement opportunities.

Cross-Functional Collaboration:

Partner with operations, fi nance, sales, and other stakeholders to resolve issues and optimize workfl ows.

Documentation & Reporting:

Ensure accurate program documentation, KPI tracking, and timely reporting to support decision-making.

Risk & Process Improvement:

Identify risks, lead problem-solving initiatives, and implement continuous improvement strategies across programs.

Process Optimization:

Continuously evaluate and enhance end-to-end account processes, promoting automation, accuracy, and effi ciency.

Organizational Position

Manager’s Position -

Control Tower Manager

Location -

Manila,

Philippines

Direct Reports

Operations Support Specialist (if applicable or required)

Interface

Internal

• Operations Team across Internal subsidiaries
• Operational Excellence
• Finance team across Internal Subsidiaries
• Control Tower Manager
• IT

External

• Clients
• Local Vendors of Global Control Tower accounts

Required Skills

Profile (experience/ education)

• Education: Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, or a related field (Master’s degree preferred). Experience: Proven experience in program or project management within logistics, supplychain, or operations. Vendor and account management experience is a strong advantage. Technical Proficiency: Skilled in MS Excel, Power BI (or other BI/reporting tools), and Transportation/Logistics Management Systems. Financial Skills: Strong understanding of financial processes, including Accounts Receivable (AR), Accounts Payable (AP), invoicing, and budget management. Analytical Ability: Ability to analyze operational and financial data, track KPIs, and translate findings into actionable strategies. Leadership & Collaboration: Strong cross-functional leadership skills, able to coordinate with logistics, operations, finance, and customer-facing teams. Communication: Excellent written and verbal communication skills, with the ability to engage stakeholders at all levels, including senior executives and clients. Problem-Solving & Process Improvement: Demonstrated ability to identify risks, resolve issues, and drive continuous improvement initiatives. Project Management Skills: Familiarity with project management methodologies, tools, and best practices; PMP certification is a plus. Adaptability: Comfortable working in a fast-paced, global environment with complex, multi-stakeholder programs.

Language -

Fluent in English Other foreign language proficiency is a plus

Technical Skills

Specific Experience & Knowledge Required

• Bachelor’s degree in Business Administration, Supply Chain, Logistics, or a related field (Master’s degree preferred).
• Minimum 3–5 years of experience in program coordination, project management, or account management, preferably within logistics or supply chain operations.
• Proven experience managing or supporting global reporting, operational KPIs, and performance dashboards.
• Strong understanding of shipment tracking, vendor management, logistics operations, and customer service processes.
• Experience working cross-functionally with Sales, Finance, Operations, and client stakeholders to align objectives and resolve issues.
• Demonstrated ability to oversee or contribute to financial processes, including Accounts Receivable (AR), Accounts Payable (AP), invoicing, and budget tracking.
• Track record of leading or supporting data-driven process improvement and automation projects.
• Familiarity with clinical trial programs, regulated supply chains, or specialized logistics services is a plus.
• Experience using BI/reporting tools (Power BI, Tableau, or equivalent) and advanced proficiency in Excel/Google Sheets.
• Knowledge of project management methodologies (e.g., PMP, Agile, Lean Six Sigma certification is advantageous).

Interpersonal skills ("Essential")

• Leadership & Influence: Ability to guide cross-functional teams, influence without direct authority, and drive alignment across stakeholders.
• Strategic Communication: Skilled in tailoring messages to diverse audiences, from senior executives to operational teams, ensuring clarity and engagement.
• Stakeholder Management: Builds trust and long-term relationships with clients, vendors, and internal partners by balancing priorities and managing expectations.
• Negotiation & Conflict Resolution: Capable of resolving disputes constructively with vendors, customers, or internal teams to achieve win–win outcomes.
• Collaboration & Teamwork: Fosters a culture of cooperation and shared accountability across different functions and geographies.
• Problem-Solving Mindset: Approaches challenges analytically and diplomatically, ensuring solutions are practical and sustainable.
• Adaptability & Resilience: Maintains composure and decision-making effectiveness under pressure in dynamic, fast-paced environments.
• Coaching & Mentoring: Provides guidance and support to team members (e.g., Operations Support Specialists), fostering professional growth and performance improvement.
• Professional Presence: Demonstrates confidence, credibility, and empathy in all professional interactions.