{"id":1154841,"url":"https://alion.io/job/sanofi-customer-experience-program-manager","title":"Customer Experience Program Manager","company":{"id":146,"name":"Sanofi","domain":"sanofi.com","url":"https://alion.io/company/sanofi","size_band":"1001-5000","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workday","truth_index":{"grade":"A","score":97,"open_postings":23,"ghost_share":0,"stale_share":0.261,"repost_share":0.087,"time_to_fill_p50_days":14,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Morristown, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":148500,"max":214500,"currency":"USD","period":"year","gross":null,"usd_annual":214500},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-23T19:50:13Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T03:56:52Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Title: Customer Experience Program Manager\nLocation: Morristown, NJ\nAbout the Job\nThe Customer Experience (CX) Program Manager enables and supports partners in the Sanofi NA Vaccines business to advance customer experience strategies. Reporting directly to the Director, Customer Centricity, this role serves as the operational engine behind our CX vision, translating strategy into structured programs, driving continuous improvement initiatives, and ensuring seamless cross-functional coordination across the organization.\nThis is an ideal role for someone who thrives at the intersection of process excellence, data-driven execution, and stakeholder engagement - someone who can bring structure to ambiguity and rally diverse teams around a shared customer-first mission.\nJoin the team protecting half a billion lives every year with next-gen science, mRNA innovation, and AI-driven breakthroughs. In Vaccines, you’ll help advance prevention on a global scale - and shape the future of immunization.\nAbout Sanofi:\nWe’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system and innovative pipeline - enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve lives.\nMain Responsibilities\nContinuous Improvement & Process Excellence\nApply Continuous Improvement methodologies to identify, prioritize, and eliminate friction points across the customer journey\nLead root cause analysis on key customer pain points and design scalable, efficient process improvements\nExecute CX improvement initiatives aligned to the NA Vaccines CX roadmap, tracking progress from implementation through impact measurement\nReduce defects and inefficiencies in Moments that Matter, leveraging automation and technology where appropriate\nDeliver measurable outcomes, such as cost savings, reduced cycle times, and improved customer effort scores, through structured improvement programs\nSupport the implementation and optimization of CX technologies including CRM systems, analytics dashboards, and customer communication tools\nCross-Functional Liaison & Knowledge Management\nAct as a liaison between the Customer Experience team and other business functions to drive collaboration and remove barriers\nBuild and maintain strong relationships with internal and external stakeholders\nCoordinate cross-functional meetings, workshops, and initiatives, ensuring clear communication and follow-through on action items\nIdentify and resolve communication gaps or process inefficiencies across teams\nEnsure consistent messaging and alignment across all stakeholders involved in CX initiatives\nDesign, implement, and maintain a centralized knowledge management system to capture and share organizational insights\nDevelop and curate documentation, SOPs, best practices, and process guides\nEnsure knowledge assets are up-to-date, accessible, and aligned with organizational needs\nPromote a culture of knowledge sharing and continuous learning across teams\nSupport change management efforts to drive adoption of new processes, tools, and ways of working\nAbout You\nBasic Qualifications\nBachelor’s degree \n5 years of experience in customer experience/success, program management, project management, strategy, or continuous improvement roles\nProject and/or program management skills with the ability to manage multiple initiatives simultaneously\nProven ability to work cross-functionally and influence without direct authority\nExcellent written and verbal communication skills\nExperienced in PowerPoint presentation decks and including presentation\nStrong organizational skills with attention to detail and ability to manage competing priorities\nPreferred\nExperience with CX technologies such as CRM platforms or analytics dashboards\nDemonstrated experience applying Lean and/or Six Sigma methodologies or similar (Green Belt or higher preferred)\nSix Sigma Green or Black Belt certification\nCertification in one or more of the following: Customer Experience Management, Net Promoter System Associate, Design Thinking, Coaching, Change Management \nExperience in the pharmaceutical, biotech, or healthcare industry\nExperience with the vaccines industry\nFamiliarity with customer experience metrics and measurement frameworks\nExperience supporting digital transformation programs\nBackground in change management or organizational effectiveness\n Why choose us?\n Bring the miracles of science to life alongside a supportive, future-focused team. \nDiscover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally. \nEnjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact. \nTake good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.\nWork at the forefront of AI-driven research, smart manufacturing, and groundbreaking mRNA platforms that are redefining the future of immunology.\nHelp protect half a billion people every year, contributing to one of the largest global vaccination efforts in healthcare.\nDevelop your career with access to mentoring, international mobility programs, and opportunities to grow across four continents.\nSanofi US Services and its U.S. affiliates are Equal Opportunity employers committed to a culturally inclusive workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.\nPursue progress, discover extraordinary\nBetter is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people - people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.\nSanofi US endeavours to make our career center accessible to any and all users. If you are experiencing difficulty and need assistance applying online, please call 1-866-SANOFI2 (1-866-726-6342) or click here\nUS and Puerto Rico Residents Only\nSanofi Inc. and its U.S. affiliates are Equal Opportunity employers committed to a culturally inclusive workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.\nNorth America Applicants Only\nThe salary range for this position is:\n$148,500.00 - $214,500.00All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information can be found here.","description_format":"text","description_chars":7711,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Parental leave","Wellness"],"hiring_locations":[{"name":"Puerto Rico","iso":"PR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Biopharma"],"lifecycle":[{"event":"open","at":"2026-09-23T19:50:13Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":14,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-09-24T05:45:00Z"},"pay":{"stated_usd_annual":214500,"is_top_pay":true},"html_url":"https://alion.io/job/sanofi-customer-experience-program-manager","json_url":"https://alion.io/job/sanofi-customer-experience-program-manager.json","meta":{"generated_at":"2026-09-24T06:48:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}