Program Manager - Installed Base

About the role

The Installed Base (IB) Program Manager coordinates and drives cross-functional activities for products already deployed in the market, keeping product, customer, quality, regulatory, service and business objectives aligned throughout the product lifecycle. The role owns the execution and governance of changes and lifecycle activities, ensuring risks, customer impacts, quality and regulatory requirements, service readiness and execution milestones are coordinated through closure.

Key responsibilities

• Lead and coordinate the cross-functional program team, which acts as a horizontal, decision-making core team.
• Review product outcomes for on-market products, drive business operating mechanisms and manage programs according to the applicable lifecycle standard work.
• Coordinate product changes, transfers, lifecycle changes and other actions affecting the installed base.
• Track open product activities and quality matters during transfers, including CAPA, investigations, nonconformances, concessions, deviations and holds.
• Support field actions initiated by the Field Action Program Leader or equivalent, covering design transfer to manufacturing and service.
• Facilitate timely cross-functional decisions, document issues and decisions, and keep alignment with Business Leadership and functional stakeholders.

Required profile

• Bachelor's degree in Engineering, Business, Operations, Quality or a related field; equivalent relevant experience may also be appropriate.
• Experience leading complex, cross-functional projects with multiple stakeholders and dependencies.
• Medical device, healthcare or other regulated-industry experience strongly preferred.
• Demonstrated experience with installed-base, service, field, product lifecycle or post-market programs.
• Ability to lead through influence across Engineering, Quality, Regulatory, Service, Manufacturing, Supply Chain and commercial teams.
• Ability to work in a global, matrixed organization and manage several priorities under tight deadlines.

Required skills

• Project management experience and established project management skills.
• QMS awareness: knowing when work intersects risk management, design change, CAPA, complaints, field actions and product holds.
• Strong communication, problem-solving and execution discipline, with accountability for outcomes and closure.