Project Manager, Americas Customer Care in Sunnyvale, California at Cepheid

Date Posted: 6/6/2019

Job Snapshot

Job Description

Job ID: CEP003561

About Us

At Cepheid, we are passionate about improving healthcare through faster, more accurate diagnostic tests. With our GeneXpert® System, we’ve taken the most sophisticated molecular technology and packaged it into an automated, easy-to-use format that has quickly become the platform of choice worldwide. From the largest laboratories to small physician offices, our game-changing solution delivers critical answers when clinicians and patients need them most. Through strong molecular biology capabilities and ongoing product innovation, we are focused on developing tests for healthcare-associated infections, sexual health, critical infectious disease, virology, and oncology applications. Come join our vision for a better way and help make life better for us all! For more details, visit us at or follow us on Twitter (@CepheidNews).



The Project Manager, Americas Customer Care will be responsible for the overall coordination, implementation, execution, control and completion of service projects, ensuring commitments and goals are met aligned with Customer experience initiatives and growth strategy.


  • Lead the definition of project scope, goals, deliverables and subsequent progress / toll gate reviews.
  • Assisting with implementation, execution and monitoring of programs to ensure the organization meets key deliverables and sustainment
  • Develop full scale project plans and manage project time-lines, track project deliverables using appropriate tools
  • Constantly monitor and report on progress of projects to all stakeholders including issues and resolution
  • Analyze root cause Operation issues to determine gaps and manage corrective actions
  • Participate in cross functional meetings to ensure full alignment with stakeholders in projects
  • Manage project funnel and report to leadership with regular cadence, prioritizing to customer experience and business needs
  • Partner with stakeholders within Customer Care and across Cepheid value chain for cross functional projects
  • Working with international teams as needed on projects outside of Americas region
  • Compiles and analyzes reports, charts, graphs, and statistics from multiple source materials to accurately present current state
  • Handles multiple time-sensitive requests and prioritizes appropriately to meet deadlines
  • Presents projects, findings and analysis to management and executive levels
  • Drive Continuous Improvement initiatives through DBS activities to improve efficiency and operational performance

Job Requirements




Education or Experience (in years): 


  • Bachelor’s degree with 5+ years of related work experience OR
  • Master’s degree with 3+ years of related work experience OR
  • Doctoral degree with 0-2 years of related work experience
  • PMP qualification in project management highly preferred

Knowledge and skills:

  • Direct work experience in a project management capacity, within a Technical Support / Customer Care / Services environment
  • Ability to function under pressure and high paced environment
  • Effective Communication Skills (Written & Verbal)
  • Ability to work independently as well as coordinate with cross functional teams
  • Experience within ERP and CRM systems (SAP & Salesforce an advantage)
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
  • Team player with excellent interpersonal skills, self-motivated, energetic, "can-do" attitude in a fast-moving environment
  • Knowledge of project management techniques and tools
  • Proficient in MS Project, Office, and Outlook.
  • Occasional work during non-business hours to support global teams

Physical requirements/abilities:

  • Work in an office environment
  • Travel up to 20% 

Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.