Customer Experience Operations Project Manager, Burlington

This position is based in the Burlington, Ontario office located at 5180 South Service Road and is flexible. Employees in flexible roles are required to be at the office a minimum of 50% of the time each month and must report to the office when requested and required by their manager or department.

Responsibilities

Lead and deliver strategic, locally and globally driven business projects for the Human Pharma Business Unit (HPBU) from initiation through delivery and stabilization using structured project management methodologies.

Ensure effective cross‑functional collaboration, stakeholder engagement, and compliance alignment across all project phases.

Plan and execute projects that enable the Customer Experience Operations (CxO) organization and the broader HPBU to achieve strategic and operational objectives.

Lead projects involving cross‑pillar teams within CxO and with cross‑functional partners to deliver on time, within scope, and with sustained business impact while managing risks, stakeholder expectations, and dependencies.

Apply structured project management methodologies, ensure alignment with business priorities, and drive accountability, transparency, and continuous improvement throughout the project lifecycle.

Consult and collaborate with key CxO subject matter experts to support key projects.

Propose and implement solutions for process improvement and optimization with cross‑functional Customer Experience Operations teams.

Project Management

Translate strategic objectives into detailed workplans, milestones, resource plans, and success metrics.

Develop and maintain comprehensive project plans that clearly define scope, objectives, deliverables, milestones, dependencies, resourcing, and timelines.

Manage scope changes through formal change control processes to protect outcomes and impact.

Lead the execution of project activities, coordinating tasks across internal and external teams.

Monitor progress against the plan, proactively address issues, and adjust delivery approaches as needed.

Ensure milestones and deliverables meet quality, timing, and business requirements.

Serve as a trusted execution partner, enabling alignment between strategic intent and operational reality.

Engage, influence, and negotiate effectively with diverse stakeholder groups.

Facilitate workshops, working sessions, and decision forums to drive progress and alignment.

Support organizational change by coordinating readiness activities, communications, and transition plans.

Capture lessons learned and identify opportunities to improve project delivery practices, tools, and processes for future initiatives.

Act as a trusted advisor to sponsors and senior stakeholders, providing clear, data‑driven updates, recommendations, and decision support.

Manage multiple projects concurrently.

Process Optimization

Lead project management activities for process optimization across CxO.

Build business excellence processes and systems to support CxO, ensuring alignment with strategy and priorities.

Challenge current methodologies around systems and processes and provide optimized, effective solutions.

Performance Management

Create performance metrics and KPI structure for the CxO organization aligned with global and local CxO/CxE strategic goals.

Lead monthly performance review meetings to review key deliverables, identify issues, and facilitate remedial action.

Lead cross‑CxO projects (and potentially cross‑functional projects) as required or assigned by the Head of CxO.

HALOS/LOS Canadian Champion for HPBU LOS working with global Learning Management System Associates (LMS–A) to maintain LOS as the central system for training administration and location for all mandatory HPBU trainings. Accountable for compliance requirements for the Canadian Operating Unit and for optimizing LOS processes across the HP organization.

Requirements

University degree.

5+ years experience in project management, change management, business or technology consulting; PMP or equivalent certification preferred.

Strong foundation in project management methodologies (e.g., Agile, Lean).

Expertise in project management tools (e.g., MS Project, Jira, Smartsheet) and advanced proficiency in MS Office 365 (Excel, Word, PowerPoint).

Strong leadership and team facilitation skills, with experience working directly with senior leadership.

Demonstrated success leading and managing complex projects from initiation through execution and closeout.

Experience coordinating project deliverables across multiple internal teams, external vendors, and third‑party suppliers.

Exceptional organizational and time management capabilities with a proven ability to manage competing priorities.

Strong communication and stakeholder management skills, including the ability to present to leadership and collaborate across multidisciplinary teams.

Experience making decisions under ambiguity and pressure.

Experience in roles managing organization‑wide projects requiring negotiation and influencing without authority.

Adaptability and resilience in changing environments.

High attention to detail with a results‑oriented mindset.

Benefits Competitive total rewards including paid time off, comprehensive and flexible benefits plan, Defined Contribution Pension Plan with company matching of RRSPs, Employee and Family Assistance Plan, and programs supporting employee health and wellness. Salary range for this position is $100,000 to $133,420 with variable bonus potential of 12% of base salary.

Boehringer Ingelheim Canada is committed to providing accommodations for people with disabilities to support their participation in all aspects of the recruitment and selection process. The company does not use artificial intelligence to screen, assess, or select applicants.

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