Program Director
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Job Description
Program Director governing client relationships, KPIs, SLAs, and cross-functional delivery for WCG’s clinical-trial solutions. Supporting pharmaceutical programs, governance, risk management, reporting, sales, and onboarding.
Responsibilities:
- Manage assigned WCG client relationships and coordinate and govern those partnerships
- Provide program oversight and develop Key Performance Indicators (KPIs) to ensure WCG solutions meet customer needs
- Assist with building a foundation and unifying integration of service delivery for a seamless customer service experience
- Prepare annual operational plans, reports and executive briefs for WCG customer programs
- Plan, schedule and manage periodic client governance meetings
- Manage Service Level Agreements (SLAs), Governance Agreements, and required client reporting
- Set program objectives and goals; track progress, setbacks, and overall performance
- Manage relationships and communicate program status to clients and WCG executive stakeholders
- Coordinate and oversee cross-functional staffed programs
- Maintain relevant, accurate and complete program documentation, reports and plans
- Provide strategic vision and leadership while directing client programs
- Assess and manage program risks and collaborate with operations on action plans
- Track, record, compile and analyze program results and performance data
- Provide strategic support to sites and sponsors as a liaison to ensure cross-functional performance and customer ROI
- Support sales and operations throughout sales and onboarding lifecycles, including sales calls, deck preparation and client-question responses
- Serve as a subject matter expert for the sales team
- Perform other duties as assigned
Requirements:
- Bachelor’s degree preferred
- 10+ years of program management experience with a proven record of accomplishment of successful delivery with customer impact, in leading and managing teams, meeting with customers to gather, analyze and assess requirements, and coordinating and managing multiple programs & efforts simultaneously
- 5+ years of experience working on pharmaceutical industry projects requiring 21 Code of Federal Regulations (CFR) Part 11 Compliance
- 3+ years of experience in Account Management/Client Relationship Management
- Background in Clinical Research and technology preferred
- Excellent interpersonal & organizational skills and able to effectively communicate with cross-functional teams and at all levels of the organization
- Ability to lead through influencing and negotiating
- Must be able to organize diverse activities in a changing fast-paced environment
- Solid conflict resolution, problem solving, and decision-making skills
- Strong aptitude for conceptual & critical thinking, project management and business awareness
- Proven ability to work independently and as a team member
- Proficient in developing plans & budgets, as well as, tracking, planning capacity and reporting
- Proficient knowledge of Microsoft Office, specifically Word, Excel, Access and PowerPoint as well as Adobe, Visio and Microsoft Project and the ability to produce detailed reports and presentations using these tools
- Attendance and punctuality are essential functions of the position
- Travel requirement of 10%–20%
Benefits:
- Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accounts
- Employee Assistance Programs and additional work/life resources
- Referral Bonuses
- Tuition Reimbursement
- Paid time off including holidays, vacation, and sick time
- Opportunities for career development with on-the-job training, certification assistance and continuing education reimbursement
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