What are the responsibilities and job description for the Director, Program Management position at ConnectiveRx?
Overview
The Director, Program Management leads a team of Managers, Senior Managers, and an Associate Director for the Affordability or HUB business, and is responsible for strategic client management in partnership with Business Development as well as overseeing program execution and client deliverables. This role develops and mentors a diverse group of program managers with varying healthcare project management experience, emphasizing strong customer relationship building and operational excellence by ensuring adherence to SOPs and tracking performance through KPIs. With a hands-on approach to planning, execution, and troubleshooting, the Director plays a pivotal role in resolving issues, removing obstacles, and driving continuous improvement while maintaining meticulous attention to detail.
Responsibilities
- Responsible for oversight of 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 SOPs that allow for tracking and monitoring program management activities, monitoring outcomes and workflow.
- Responsible for hiring, mentoring, coaching, developing, managing performance and outcomes that align to goals and SOPs, 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
