Customer Requirements and Information Program Management, Americas

Job Description

The role ensures the seamless regional execution of the CRIM (Customer Requirements and Information Management) framework by coordinating customer request handling, driving data consistency, and facilitating collaboration between local Sales Business Centers (SBCs), Global CRIM, and Upstream stakeholders.

This role plays a central part in safeguarding Olympus’ compliance and revenue by ensuring that all regional responses to customer ESG/EHS/BCP/Material Compliance requirements are facilitated, validated, and aligned with global standards, along with ensuring efficient availability of data for RFPs/ Tenders.

The position bridges regional operational execution with global strategic direction, fostering efficiency, transparency, and stakeholder engagement. Through structured reporting, training, and process improvement, the role strengthens Olympus’s ability to respond to customer inquiries consistently and competitively.

Job Duties

• Request Intake & Validation: Manage and validate customer requests in the region, reviewing scope, deadlines, templates, unclear requirements, and regional relevant regulations. Escalate gaps in ownership or data quality and ensure feedback loops on closed requests (i.e., assessment outcomes, tender results).
• Bridge Local SBC & Global CRIM: Ensure all SBCs apply CRIM tools (AI Assistant, Golden Rules, Ticketing, Teams) correctly. Connect local Sales, Contract Operations, Procurement, Regulatory and Supply Chain teams with Global CRIM, managing downstream ticket operations and follow-up.
• Bridge Global CRIM & Upstream Functions: Train & guide upstream receivers on CRIM process, and coordinate between them and the MBCs of the respective region. Maintain regular information exchange on customer requests and upstream developments to ensure aligned and compliant answers.
• Advance CRIM Tools & Data Reporting: Support refinement of CRIM-related IT systems (e.g., CRIM AI Assistant) to enhance data integration and efficiency. Develop automated reporting and KPI tracking to enable data-driven management decisions and improved visibility of CRIM impact.
• Continuous Improvement: Identify operational inefficiencies, recurring issues, and opportunities for improvement. Recommend enhancements to global CRIM processes, templates, and governance to drive efficiency and consistency.
• Regional Transparency & Reporting: Oversee request volumes, workloads, and bottlenecks. Report risks, delays, and resourcing needs to Global CRIM. Collect and consolidate market insights to anticipate future customer trends and provide structured management updates. Represent CRIM in relevant regional meetings (i.e., R-RAC, Contract Ops.) and support knowledge flow between global and local teams.
• Stakeholder & Customer Interaction: Support regional sales and tender teams in explaining CRIM processes to respective internal & external stakeholders. Build strong relationships with upstream stakeholders, Regional CommEx partners, and industry associations (e.g., AdvaMed, HIRC, Assent).
• Knowledge Sharing & Enablement: Train local teams on CRIM principles, share best practices across regions, promote reuse of responses, and ensure consistent sustainability reporting.
• Quality & Compliance Assurance: Monitor regional regulations from Government, ensuring all responses align with Olympus’s global CRIM standards and templates. Proactively identify compliance risks and use regulatory alignment as a competitive advantage.
• Other duties as assigned

Job Qualifications

Required:

• Degree in Business Administration, Data Analytics, Sustainability, or a related field (MBA preferred). Additional certifications in process management, data analytics, or sustainability reporting are an advantage.
• Minimum of 8 years of proven experience navigating complex, cross-functional projects in a matrix organization, ideally within a global MedTech, manufacturing, or corporate environment.
• Demonstrated track record in process optimization, project management, or customer information management, preferably related to ESG, EHS, or compliance topics.
• Solid background in data management, KPI tracking, and reporting, with familiarity in CRM or ticketing systems.
• Experience in stakeholder collaboration across corporate, divisional, and regional levels.
• Knowledge of compliance and regulatory frameworks relevant to customer request management or sustainability data.
• Strong analytical and problem-solving abilities, capable of interpreting complex data and translating it into actionable insights.
• Excellent communication and stakeholder management skills, able to influence and align without direct authority.
• Hands-on and proactive mindset with ability to manage multiple workstreams under tight deadlines.
• Strong organizational skills and attention to detail, ensuring quality and compliance in content and reporting.
• Strategic and commercial mindset, understanding CRIM’s impact on business performance (both risk mitigation and top-line contribution).
• Cultural awareness and collaboration skills, comfortable working in cross-regional and cross-functional settings.
• Business fluency in English (spoken and written); additional language skills are an asset.
• Demonstrated resilience and adaptability to shifting priorities in a fast-paced, evolving organizational environment.