Associate Manager, Program Management

United Biosource Corporation•Lake Mary, FL

69d•Remote

About The Position

As a pharmaceutical support industry leader, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation. Embark on a rewarding career journey with UBC! Grow your career while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values being Collaborative, Conscientious, Curious, Consultative, and Compassionate. We believe in an inclusive workplace that fosters creativity. If you are seeking a career that will challenge, inspire, and reward you, join us at UBC! XPG99G – Associate Manager, Program Management Brief Description: The Associate Manager – Program Management manages the day-to-day activity of program(s) and supervises staff. May provide guidance to a supervisory team. Acts as the primary or secondary client contact for assigned program(s). Partners with the Manager to develop policies, procedures, and the business work plan for the program. This position performs hiring, scheduling, training, and development of direct and indirect reports. Recognizes, recommends, and implements operational improvement. Position manages one complex program or multiple non-complex programs. Provides direction, coordinates and supervises the activities of the operational team using established policies and procedures. Sets priorities for the team to ensure task completion, coordinates work activities with other supervisors and managers. Work is reviewed for soundness of judgment and overall quality and efficiency.

Requirements

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

Nice To Haves

Previous management experience preferred
Working knowledge of customer service processes preferred

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.
Travel to and attend related meetings/conferences as required. 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.