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Technical Program Sr. Manager, Omnichannel Contact Center Technology

Moderna, Inc.
Seattle, Washington
Start date
Mar 21, 2023

Job Details

The Role

Are you ready to step up and take your technical program management expertise to the next level? Here, you can lead Modernas omnichannel contact centers on the path to native cloud transformation on the leading edge of cloud & technology innovation.

Moderna is looking for passionate and digital front door obsessed Omni channel Contact Center Technical Sr. Program Manager to join our Global Digital Contact Center Technology Function. You will help drive manage energetic and highly innovative teams to build differentiated solutions & products and define new experiences for Moderna customers.

This new role will reside in the Digital Contact Center Technology and work closely with cross functional business teams like Medical Information, Corporate Affairs, Clinical, Pharmacovigilance & Product Quality control, Commercial teams etc. The role will also collaborate with functions like Cloud Center of Excellence, Enterprise Systems, Cyber Security. As a Global Technical Program Manager, you will support the development, implementation, and execution of large-scale enterprise programs & product roll outs with multiple vendors in the mix and support existing Contact Center global & regional implementations.

Heres What Youll Do

  • Manage projects with top-down oversight throughout the entire execution to ensure success as defined by adherence to standards of scope, budget, and timeline

  • Develop comprehensive project plans that merge business requirements with business goals and coordinate various managers and technical personnel during all project phases, from initial development through implementation

  • Monitor projects progress continuously and make detailed scheduled reports on measurable items, such as milestones and deliverables

  • Communicate proactively with all involved personnel to provide engagement, identify problems, create solutions, and implement efficiency improvements

  • Review proposed modifications on project plans, including meeting with interested parties to approve and implement beneficial changes

  • Facilitate all Agile events across software development teams including backlog refinement, iteration planning, daily stand ups and retrospectives

  • Work with Product owners, Engineering, DevOps, QA and Design to facilitate and assist in scoping, requirements gathering, backlog management, dependency coordination, capacity planning, sprint and release management

  • Assist the stakeholders and product managers in maintaining roadmaps and ensuring technical feasibility, capacity/resource allocation, risk analysis, inter-team, functions and department dependencies, and downstream impacts of changes or delays

  • Maintain backlogs, write user stories, and create documentation in partnership with product managers and engineering leads

  • Use tools, cadences, and communication to effectively create and maintain visibility, track progress, escalate blockers, run sprint reports, collect metrics and drive relentless improvement

  • Use Jira to monitor burndown charts and key iteration metrics to facilitate relentless team improvement and identify and address bottlenecks

  • Help to evolve our Agile project management tooling suite and workflows to achieve consistent visibility for effective status communication and alignment

Heres What Youll Need (Minimum Qualifications)

  • Bachelors degree required

  • Minimum of 7 years of managing and delivering global programs

  • Minimum 8 years of project management experience having worked on agile software development methodologies and key best practices

  • Scrum Master certification, Project Management Professional (PMP) or other Project Management certification

Heres What Youll Bring to the Table (Preferred Qualifications)

  • Proven experience as a scrum master on several successful software development projects

  • Good understanding of Cloud Technologies (Preferably Salesforce or AWS)

  • Strong understanding of SDLC and CI/CD practices

  • Proven experience to equip the team with tools & practices to establish iterative, incremental, & predicable delivery (e.g. Story Pointing establishing stable velocity, Release Planning)

  • Strong analytical, problem solving and planning skills

  • Excellent interpersonal and communication skills

  • Ability to talk comfortably about technical issues with business and business issues with technical people. Able to express complex concepts in plain language to reach broader audiences

  • Ability to multi-task in a fast-paced environment

  • Team player who is flexible, delivery-oriented, and enthusiastic with the drive to continually learn and improve

  • Exercise independent judgment, and take the lead role on enterprise level projects with minimal direction from senior management

  • 3+ years of experience in Health care and/or Life Sciences projects/industry preferred

  • A desire to make an impact as part of a high-growth, transformational company that is Bold, Relentless, Curious, and Collaborative.

Moderna is pleased to provide you and your family with a comprehensive and innovative suite of benefits, including:

  • Highly competitive and inclusive medical, dental and vision coverage options
  • Flexible Spending Accounts for medical expenses and dependent care expenses
  • Lifestyle Spending Account funds to help you engage in personal enrichment and self-care activities
  • Family care benefits, including subsidized back-up care options and on-demand tutoring
  • Free premium access to fitness, nutrition, and mindfulness classes
  • Exclusive preferred pricing on Peloton fitness equipment
  • Adoption and family-planning benefits
  • Dedicated care coordination support for our LGBTQ+ community
  • Generous paid time off, including:
    Vacation, sick time and holidays
    Volunteer time to participate within your community
    Discretionary year-end shutdown
    Paid sabbatical after 5 years; every 3 years thereafter
  • Generous Paid Leave offerings, including 18 weeks of 100% paid parental leave for all new parents
  • 401k match and Financial Planning tools
  • Moderna-paid Life, LTD and STD insurance coverages, as well as voluntary benefit options
  • Complimentary concierge service including home services research, travel booking, and entertainment requests
  • Free parking or subsidized commuter passes
  • Location-specific perks and extras!

Candidates should be aware that Moderna currently maintains a policy requiring all US-based employees to be fully vaccinated against COVID-19 and receive a booster shot once eligible. Newly hired employees must be vaccinated and boosted prior to their employment start date. Moderna is an equal opportunity employer and will provide a reasonable accommodation to those unable to be vaccinated or receive a booster where it is not an undue hardship to the company to do so as provided under federal, state, and local law.

About Moderna

In over 10 years since its inception, Moderna has transformed from a research-stage company advancing programs in the field of messenger RNA (mRNA), to an enterprise with a diverse clinical portfolio of vaccines and therapeutics across seven modalities, a broad intellectual property portfolio in areas including mRNA and lipid nanoparticle formulation, and an integrated manufacturing plant that allows for rapid clinical and commercial production at scale. Moderna maintains alliances with a broad range of domestic and overseas government and commercial collaborators, which has allowed for the pursuit of both groundbreaking science and rapid scaling of manufacturing. Most recently, Moderna's capabilities have come together to allow the authorized use and approval of one of the earliest and most effective vaccines against the COVID-19 pandemic.

Moderna's mRNA platform builds on continuous advances in basic and applied mRNA science, delivery technology and manufacturing, and has allowed the development of therapeutics and vaccines for infectious diseases, immuno-oncology, rare diseases, cardiovascular diseases and autoimmune diseases. Moderna has been named a top biopharmaceutical employer by Science for the past seven years. To learn more, visit

Moderna is a smoke-free, alcohol-free and drug-free work environment.

Moderna is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a persons race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation or any characteristic protected under applicable law. Moderna will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.




Moderna is advancing messenger RNA (mRNA) science to create a new class of transformative medicines for patients. Moderna’s platform builds on continuous advances in basic and applied mRNA science, delivery technology and manufacturing, providing the Company the capability to pursue in parallel a robust pipeline of new development candidates. Moderna is developing therapeutics and vaccines for infectious diseases, immuno-oncology, rare diseases and cardiovascular diseases, independently and with strategic collaborators.

mRNA is now a turning point in the history of science, medicine, technology, even humankind itself. With this breakthrough discovery, many of the world’s biggest and most challenging medical problems are no longer a question of “how?” but merely a question of “when?”

Come with us as we pursue the uncharted reaches of possibility and make your mark on the future of medicine.


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