Program Manager - Installed Base

Job Description Summary

IB Program Manager, role description
An Installed Base (IB) Program Manager is responsible for coordinating and driving cross-functional activities affecting products already deployed in the market, ensuring that product, customer, quality, regulatory, service, and business objectives remain aligned throughout the product lifecycle.

Job Description

The IB Program Manager owns the cross-functional execution and governance of changes and lifecycle activities for the installed base, ensuring that risks, customer impacts, quality/regulatory requirements, service readiness, and execution milestones are coordinated through closure.

Core responsibilities

• Lead and coordinate the cross-functional program team and drive agreed program outcomes. The Program Core Team is led by the Program Manager and operates as a horizontal, decision-making team.
• For on-market products, review product outcomes, drive the business operating mechanisms, and manage programs in accordance with the applicable lifecycle standard work.
• Coordinate activities associated with product changes, transfers, lifecycle changes, and other actions affecting the installed base.
• Ensure open product activities and impacted quality matters are identified and tracked during transfer activities, including CAPA, investigations, nonconformances, concessions, deviations, and holds.
• For field actions, the applicable Field Action Program Leader or equivalent is responsible for initiating, developing, deploying, and verifying completion of actions affecting the installed population, including design transfer to manufacturing and service.
• Facilitate timely cross-functional decisions, document issues and decisions, and maintain alignment with Business Leadership and functional stakeholders.

Required Qualifications

• Bachelor’s degree in Engineering, Business, Operations, Quality, or a related field; equivalent relevant experience may also be appropriate.
• Program/project management experience leading complex, cross-functional initiatives 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.
• Proven ability to lead through influence across Engineering, Quality, Regulatory, Service, Manufacturing, Supply Chain, and commercial teams.
• Ability to operate effectively in a global, matrixed organization and manage multiple priorities under time-sensitive conditions.

Desired Characteristics

• Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.
• Strong ownership: accountable for outcomes, closure, and follow-through across the installed base.
• Execution discipline: converts decisions into clear actions, owners, dates, dependencies, and measurable completion criteria.
• QMS awareness: knows when work intersects governed processes such as risk management, design change, CAPA, complaints, field actions, and product holds.
• Problem-solving mindset: goes to the facts, identifies barriers early, and drives sustainable countermeasures rather than repeated firefighting.

Additional Information