Associate Manager, Program Management
$150,000–$200,000 year
RemoteUnited States
Job Summary
Manage program operations within contracted budgets, supervising staff and translating decisions into documented workflows. Monitor program metrics to ensure SLA adherence, resolve complex escalated cases, and facilitate team coordination for successful program start-ups. Mentor supervisory teams, participate in client and FDA audits, and assist in developing program processes and metrics. Collect and interpret data to report on process efficiencies, draft client reports and presentations for stakeholders, and track employee compliance with quality standards. Handle unresolved issues requiring deviations from standard procedures or extensive research. This role supports the entire drug development and commercialization lifecycle, from clinical trial support to real-world evidence generation.
Required Qualifications
- Bachelor's degree in relevant discipline
- 2 – 5 years of relevant experience
- Experience in call center related services
- Strong computer skills with specific aptitude in Microsoft Office
- Excellent verbal and written communication and presentation skills
- Strong analytical and problem-solving skills
- 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
- Client interfacing skills to cultivate and manage relationships
- Strong analytical skills
- Ability to analyze information and target trends
- Organize people and systems to achieve goals
Desired Qualifications
- Previous management experience preferred
- Working knowledge of customer service processes preferred
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