AI Program Manager (pharma)

B2B Project: AI Program Manager (pharma)

Hays IT Contracting is a cooperation based on B2B rules. We connect IT specialists with the most interesting, technological projects on the market. For our client, a global organization operating in the diagnostics and healthcare sector, we are currently looking for a Specialist for the position of:

AI Program Manager (pharma)

Cooperation type: B2B, through Hays Poland Hourly rate: 120-170zł/h Location: remotely Industry: pharma Language: English (fluent)

Project Description The project is part of a global Service Strategy 2030+ initiative focused on accelerating AI adoption across customer support and field service operations. The expert will coordinate the execution and governance of a strategic AI program roadmap covering customer-facing and employee-facing solutions, while ensuring alignment between business objectives, technology initiatives, enterprise systems, and organizational change activities. The engagement requires managing multiple interconnected initiatives in a highly dependent global environment, where successful delivery relies on strong stakeholder collaboration, effective governance, and the ability to navigate evolving priorities and uncertainties.

Required Competencies

• 7+ years of project and program management experience in large-scale digital transformation initiatives within global, matrix organizations.
• Strong program management background, beyond standalone project management delivery.
• Experience operating in highly interconnected environments with significant cross-project dependencies.
• Proven experience delivering AI, GenAI, NLP, VoiceBot, Conversational AI, or related enterprise AI initiatives.
• Strong understanding of service operations, including customer support and field service environments.
• Experience working with CRM platforms and enterprise service management ecosystems.
• Ability to combine strategic coordination with hands-on execution and problem-solving.
• Strong stakeholder management, communication, and executive presentation skills.
• Experience navigating uncertainty and changing priorities with a collaborative mindset.
• Fluent English.

Nice to Have

• PMP, PRINCE2, Agile, Scrum, or equivalent project management certification.
• Experience within Healthcare, Diagnostics, Medical Devices, or other highly regulated industries.
• Experience with ServiceMax, Salesforce, REXIS, CCaaS/Genesys, or Go App ecosystems.
• Familiarity with ADKAR, Prosci, or other organizational change management frameworks.

Technology Environment

• Service Copilot
• Online Support (OS) Chatbot
• VoiceBots
• Automated Call Summarization solutions
• Field Service AI Augmentation tools
• REXIS
• CRM platforms
• Salesforce / ServiceMax
• ASAsphere
• CCaaS / Telephony ecosystem
• NLP and Conversational AI solutions

Scope of Services

• Program Execution & Governance
• Coordinate end-to-end delivery of the Service AI Program Roadmap in alignment with strategic business objectives.
• Manage multiple project streams across business, technology, and operational domains.
• Coordinate cooperation with external partners and solution providers, including Salesforce/ServiceMax and PTC-related initiatives.
• Facilitate collaboration between business stakeholders, IT teams, and RDT interfaces.
• Prepare Steering Committee updates, business case refinements, and stage-gate assessments for pilot scaling decisions.
• KPI Alignment & Adoption
• Drive adoption and usage of AI solutions across global and regional service organizations.
• Monitor and analyze program KPIs, including Service Copilot adoption, active user metrics, and usability indicators.
• Track operational and financial outcomes, including case reduction, resolution time improvements, and cost avoidance metrics.
• Support data-driven decision-making through governance and performance reporting.
• Cross-Functional Collaboration & Integration
• Align AI use cases with core enterprise systems and service operations processes.
• Coordinate activities related to customer support and field service transformation initiatives.
• Collaborate with change management and people enablement streams to support user adoption and capability development.
• Contribute to initiatives aimed at minimizing change fatigue and supporting workforce readiness.

Cooperation Process

• Profile and experience review by the Hays team
• A conversation with a Hays consultant about the project and scope of services
• A technical meeting with project representatives (up to 2 stages)
• Agreement on cooperation terms
• Welcome to the project!

The cooperation is carried out between independent businesses (B2B model) and covers the performance of services within the agreed project scope. The Contractor independently organizes and manages the manner in which the services are performed, taking into account the project requirements, security obligations, and the necessary communication with the client. Any information regarding location, availability, or project meetings is provided solely for organizational purposes and shall not be construed as creating an employment relationship, employer-like supervision, or performance of work under the direction or control of the client.

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#1202128 - Katarzyna Stefanska