Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!
About the Job
Our team members are at the heart of everything we do. At World Courier (a Cencora company), we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!
This role will sit within the Global Data and Technology Solutions (GDATs) organization in World Courier and is a key member of the leadership team. We’re re-imagining IT — not as a support function, but as a strategic partner for the World Courier business.
We exist to help the organisation rise, adapt, and grow, using technology that is innovative, integrated, reliable, secure and designed around real operational needs.
The Product Manager for Customer Engagement plays a pivotal role in making that ambition real.
Why this role matters
Our customer channels — from order creation and shipment visibility to integrations and service interactions — shape how easy, transparent, and trustworthy we are to do business with.
We’re looking for a Product Group Manager who can set clear direction, lead delivery, and drive innovation across all customer-facing technology. Someone who can modernise platforms, reduce friction, and move us away from email- and phone-heavy interactions toward digital, integrated, self-service experiences customers love to use.
What you’ll do
Co-Own the customer channels product vision, roadmap
You’ll define and own the product vision and roadmap for all customer channels in partnership with the Senior Product Manager, including:
Customer portal for order creation and shipment visibility
Standardizing, simplifying and streamlining our customer-facing system integrations
Digital service interactions that reduce manual effort
Guide prioritisation between new capability, platform health, regulatory and security requirements, and long-term transformation initiatives.
Ensure investment in legacy platforms is intentional, time-bound, and aligned to future state plans.
Support annual and multi-year planning by providing clear recommendations on where to invest, defer, or stop initiatives.
You’ll keep the focus firmly on customer value, business outcomes, and long-term platform health. You’ll ensure clear priorities are set of Product Delivery, and Support teams in driving forward successful outcomes.
Lead major platform evolution
You’ll play a key role in:
Re-platforming our existing customer portal
Delivering a China-specific customer portal aligned to local market expectations and constraints
Ensuring new platforms are scalable, secure, and ready to evolve
You’ll balance bold ambition with practical delivery.
Reduce friction and manual interaction
You’ll actively drive the shift away from:
Email-driven order creation
Phone-based shipment tracking and queries
Manual interventions and workarounds
And towards:
Digital self-service
Real-time shipment tracking and visibility
Straight-through processing and integrations
Drive an innovative AI agenda
You’ll lead the thinking on how AI can enhance customer-facing technology, including:
Smarter self-service and assistance
Proactive updates and insights
Reduced operational effort through automation
Innovation here is purposeful — focused on making the customer experience simpler, faster, and more “sticky”.
Build team capability & lead delivery through clarity, not control
You’ll:
Set standards for your team across customer facing products in partnership with the Senior Director of Product Management
Ensure the teams maintains clear, prioritised and complementary backlogs for each product
Define success metrics tied to customer adoption and value
Communicate roadmap, progress, and outcomes clearly to stakeholders
Partner across GDATS and the business
You’ll work closely with:
Operations, customer service, commercial, and regional teams
Other product teams, Architecture, delivery, data, and security teams within GDATS
The Salesforce team, and AI centre of excellence
External partners and vendors, where needed
You’ll align priorities, make trade-offs visible, and keep deliveryfocused on outcomes.
You won’t just deliver features — you’ll deliver confidence and direction.
.
What we’re looking for
You’ll thrive in our team if you:
Are passionate about customer experience and digital products
Can quickly partner and build trust with stakeholders on the future direction of your products
Think end-to-end, not channel-by-channel
Enjoy balancing strategy, delivery, innovation and prioritizing workload
Are comfortable working in complex, regulated environments
Believe great products reduce friction and build trust
Experience that will help you succeed:
Bachelor’s degree in Business, Information Systems, Technology, Engineering or a related field, or equivalent practical experience
Ownership of product vision, roadmap, and delivery in agile environments
Experience with customer-facing technology such as portals, integrations, and self-service solutions that simplify complex workflows
Experience leading platform migrations or major re-platforming modernization initiatives
Exposure to AI-enabled customer experiences is a strong plus
Experience working across regions (including China) is highly valuable
Formal training or qualifications in product management, digital strategy, or technology leadership , such as SAFe Lean Portfolio Management, Proven experience leading strategy, roadmaps and prioritization, including making investment and funding trade-offs across competing initiatives and across multiple customer-facing products.
Adept use of insight and data to continually refine strategy, prioritisation, and investment decisions.
Experience operating in large, global, and matrixed organisations, with exposure to regional or market-specific requirements.
Experience overseeing or working closely with external delivery partners and suppliers, ensuring alignment to internal strategy and operating models.
Certifications are useful — but product judgement, customer empathy, and delivery leadership matter most.
What success looks like in this role?
Customers actively choose digital channels over email and phone
Clear improvements in ease of doing business with our organisation through order creation, shipment tracking and visibility
A modern, scalable customer platform (aligned to Salesforce)
Portal capability in place for China enabling growth
AI features that genuinely enhance customer experience
Higher customer satisfaction and stronger customer loyalty, retention and growth
Why join World Courier GDATS?
You’ll have the opportunity to:
Play a foundational role in a re-imagined IT function
Work with smart, committed people who care about doing the right thing
Own one of the most visible and strategically important product areas
Shape how customers experience our business globally
Lead meaningful platform change and innovation
Build customer experiences that are genuinely hard to leave
Work in a purpose-driven business that makes a difference to people’s lives, delivering essential pharmaceutical logistics services
How you’ll be working
This role operates within a global, matrixed IT organisation, working closely with product, engineering, QA and business stakeholders.
Collaboration across time zones and regions is required, including engagement with teams supporting China-specific capabilities.
Flexible and hybrid working arrangements apply in line with World Courier policies
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Full timeCencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned