Note: The job is a remote job and is open to candidates in USA. UBC is a pharmaceutical support industry company focused on improving patient outcomes and supporting the drug development and commercialization lifecycle. The Associate Manager, Program Management oversees daily program operations, supervises staff, manages client relationships, monitors performance, and supports program improvement, reporting, and audits.
Responsibilities
- Manage program(s) per the scope of work, program, and standard operating procedures within the contracted budget
- Manage day-to-day activity of the program operation, including supervision of staff
- Mentors the supervisory team and/or team of employees assigned to the program(s)
- Monitor program metrics to ensure adherence to program SLAs
- Resolve complex and/or escalated cases
- Participate in interviewing prospective employees, evaluating current employees, and train employees as needed
- Professionally develops current employees and tracks their compliance to quality, service, and production standards
- Participate in team communication and collaboration during development and start-up, management, and close-out of assigned programs
- Attend client kick-off and planning meeting (s) as needed
- Attend internal and external team meetings
- Translate decisions and discussions into documented workflow processes
- Facilitate coordination of teams and team members to achieve successful program start-up
- Assist in developing program metrics
- Participates in client and/or FDA audits, as needed
- Assist with improvement of program processes
- Gather information on effectiveness of processes throughout the duration of programs
- Collect and interpret program metrics, as applicable
- Report and analyze process efficiencies, as applicable
- Assist with the analysis and writing of client reports and other deliverables such as the presentation of program information to internal and external stakeholders
- Handle escalated and unresolved issues that may require deviation from standard procedures or require extensive research for resolution
- Other duties as assigned
- Ability to travel as needed
- Actively participates in in-person and virtual meetings/events (internal and external)
Skills
- • Bachelor's degree in relevant discipline or equivalent work experience
- • 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 to develop program materials, program specific procedures, and application requirements
- • 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
- • Ability to travel as needed
- • Previous management experience preferred
- • Working knowledge of customer service processes preferred
Benefits
- Remote opportunities
- 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
Company Overview
Company H1B Sponsorship