Overview
The Director, Program Management leads a team of Managers, Sr. Managers, and an Associate Director, Program Management for the Awareness and Adherence Messaging business. A&A Program Management is responsible for strategic client management in close partnership with Business Development, as well as managing program execution and client deliverables. The incumbent oversees and develops PMs who have various levels of experience in program/project management in the healthcare industry. The incumbent possess experience in developing, building, and managing customer/client relationships, operational excellence, and project management. The incumbent requires detail orientation and willingness to get directly involved with planning and execution. The Director, Program Management mentors, PM’s and provides strategic input to account management issues and assists in troubleshooting solutions and removing obstacles. The incumbent is responsible for working with internal resources/departments to ensure SOP’s are followed and measured through KPI’s.
Responsibilities
- Responsible for oversight of A&A Program Management including development and maintenance of best practices, conflict resolution, strategic planning, staffing, and performance management. Coordinates team’s activities and communicates status among various stakeholders – client, client vendors, ConnectiveRx vendors and resources
- Ensures the Program Managers are providing the highest level of customer service and support in the engagement and communication of external clients and internal support teams. Ability to bring structure and implement best practices to continually improve the customer experience
- Develops or enhances SOP’s that allow for tracking and monitoring program management activities; monitoring outcomes and workflow to ensure adherence to A&A SLA’s
- Responsible for hiring, mentoring, coaching, developing, managing performance and outcomes that align to A&A strategic goals and SOP’s, as well as Company strategic goals and guidelines. Identifies and implements training opportunities for team members to ensure the team has an excellent understanding of company offerings and operational requirements
- Responsible for ensuring best in practice client communications; serves as the point of escalation for conflict resolution, and compliance for client deliverables to ensure quality standards and client expectations are met
- Other duties as assigned
Qualifications
- Bachelor’s degree required in Business, Marketing or Communications
- PMP certification a plus, but not required
- 10+ years’ experience in client, account, or program management role
- 7+ years’ Pharmaceutical or related healthcare industry experience (desired)
- 5+ years’ experience in people management
- Strong client-facing and presentation experience
- Intermediate skill level in MS Excel, Word, PowerPoint and Access
- Customer success and conflict resolution
- Highly organized
- Ability to deconstruct complex problems and recommend strategic solutions
- Occasional travel to clients and internal meetings (15-20%)
- Adhere to all Company Policies, Procedures, and other training consistent with ConnectiveRx's Information Security and Compliance Programs, including but not limited to the following compliances and regulations: SOC1, SOC2, PCI, HIPAA
- Maintain strict compliance with company and client policies regarding business rules and ethics, as well as applicable local, state and national federal laws
