Associate Manager, Program Management
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Job Description
Associate program manager overseeing pharmaceutical support programs at UBC. Managing operations, staff, metrics, client relationships, and program deliverables across the drug development lifecycle.
Responsibilities:
- Manage one complex program or multiple non-complex programs
- Manage program(s) according to the scope of work, program requirements, standard operating procedures, and contracted budget
- Manage day-to-day program operations and supervise staff
- Mentor supervisory teams and/or employees assigned to programs
- Monitor program metrics to ensure adherence to program SLAs
- Resolve complex and escalated cases
- Participate in interviewing, evaluating, training, and developing employees
- Track employee compliance with quality, service, and production standards
- Participate in team communication and collaboration during program development, start-up, management, and close-out
- Attend client kick-off, planning, internal, and external team meetings as needed
- Translate decisions and discussions into documented workflow processes
- Facilitate team coordination for successful program start-up
- Assist with developing program metrics and improving program processes
- Participate in client and/or FDA audits as needed
- Gather information about process effectiveness throughout program duration
- Collect, interpret, and report program metrics and process efficiencies
- Assist with analysis and writing of client reports and other deliverables
- Present program information to internal and external stakeholders
- Handle escalated and unresolved issues requiring deviation from standard procedures or extensive research
- Actively participate in in-person and virtual meetings/events
- Perform other duties as assigned
Requirements:
- Bachelor’s degree in relevant discipline or equivalent work experience
- 2 – 5 years of relevant experience
- Experience in call center related services
- Previous management experience preferred
- Strong computer skills with specific aptitude in Microsoft Office
- Excellent verbal and written communication and presentation skills
- Strong analytical and problem-solving skills
- Working knowledge of customer service processes preferred
- Ability to work cross-functionally to proactively communicate and to resolve issues with the highest sense of urgency
- Highly developed written communication and documentation skills to develop program materials, program specific procedures, and application requirements
- Client interfacing skills to cultivate and manage relationships
- Ability to analyze information and target trends
- Ability to organize people and systems to achieve goals
- Ability to travel as needed
- Supervisory responsibility for 1–20 direct reports
Benefits:
- Remote opportunities
- Competitive salaries
- Growth opportunities for promotion
- 401K with company match*
- Tuition reimbursement
- Flexible work environment
- 20 days PTO, accrued
- Paid Holidays
- Employee assistance programs
- Medical, Dental, and vision coverage
- HSA/FSA
- Telemedicine(Virtual doctor appointments)
- Wellness program
- Adoption assistance
- Short term disability
- Long term disability
- Life insurance
- Discount programs
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