Program Manager

Five (5) plus years experience in a Customer Service food or beverage industry with a BS/BA degree or equivalent work experience will be considered.

Strong analytical skills are needed to solve problems when issues arise.

Ability to look at the big picture and interpret data into actionable information is needed.

Well-developed interpersonal skills are required to build and maintain relationships.

Well-developed oral and written communication skills are essential for effective internal and external interactions.

A strong knowledge of office and statistical software and complex databases is necessary to produce Quality Monitoring Program output.

The incumbent does not have direct supervision of others.

The incumbent coordinates client testing with other departments.

Internal coordination within the laboratory involving tasks of client service personnel and administration are also needed.

Coordinate closely with sales, operations, and other Silliker corporate personnel and key client contacts to understand the ultimate goal(s) of the program or project with emphasis on defining the specific requirements, ensuring the requirements can be delivered and negotiating rational and appropriate timelines for completion.

Incumbent works with Silliker client service and operations groups to establish realistic timelines for completion of services, provide clarification and answer questions as they pertain to client requests for services or issues regarding services performed.

Communicate procedural and operational difficulties, delays, changing requirements to client service personnel or clients as necessary.

Incumbent works closely with the client, client service and operations personnel to construct detailed plans that result in smooth transition of account(s) from the start-up to ongoing servicing.

Manage communication with clients regarding the progress of the program through frequent telephone conference calls and regular in-person discussions.

Adjust communications as necessary in order to meet the clients’ expectations

Provide technical support to clients, assist in preparation of technical proposals and develop project plans in conjunction with technical experts to ensure client needs are met.

Provide support in regulatory affairs activities such as coordinating personnel to provide label review and verify all database information as requested by the client.

Act as primary point of contact for specific program elements by providing communication, liaise, and negotiation both internally and externally using appropriate methods to facilitate the development of profitable business and sustainable relationships with clients.

Establish and maintain positive relationships between key Silliker and client personnel to resolve client complaints, answer questions, and provide or seek out technical expertise when necessary.

Develop and maintain expertise in the field of food science and related technologies through available library resources, peer expertise and technical seminars.

Maintain knowledge of Laboratory Information Management System (LIMS) that is required to complete job responsibilities.

Provide technical expertise and guidance to develop or enhance the analytical process/procedures of the client's Quality Monitoring Program.

Analyze and interpret data in order to establish /verify product specifications, assess supplier/product performance, identify trends, determine risk based testing frequency.

Communicate project evaluations and assessment of results to client’s Quality Managers, client’s suppliers and appropriate Silliker personnel.

Support corporate quality and continuous improvement process.

Perform other related duties as needed.

Internal Interlocutors:Frequent contact with sales and client service personnel is necessary to provide results, answer questions, check on progress of special projects and obtain any information needed for the analytical/project work to proceed.

Frequent contact with the client is necessary to obtain or provide information, explain procedures, and discuss specific requirements for testing analysis or technical services.

Frequent contact with the lab management team members is necessary to expedite projects, testing, resolve problems, establish protocols and discuss business opportunities and goals.

Regular contact with the corporate office is needed to answer inquiries about administrative and Standard Operating Procedures, to provide service updates, and to escalate problems for resolution.

External Interlocutors: External Agencies 

The incumbent works in an office setting with proper lighting and temperature control.

Working in the laboratory is necessary from time to time when discussing issues or explaining needs.

Client or lab visits may require protective clothing and equipment according to the facility environment and their health and safety protocols.

Occasional lifting of up to 50 lbs may be required for transport of samples / materials to the lab or customers’ site.

Overnight travel is less than two nights a month to attend meetings and professional seminars.

Compensation Range $75000 - $85000 annual salary/ hourly USD

Comprehensive medical, dental, and vision insurance plans.

Generous paid time off (PTO) package to support work-life balance following state and local ordinances.

Optional 401(k) plan with employer matching contributions.