Implementation Lead

IQVIA•Tampa, FL

About The Position

The Associate Director, Program Management serves as the Implementation Lead for assigned Patient Access and Support Services (PASS) clients and programs. This role provides end-to-end accountability for complex implementations, ensuring cross-functional alignment across operations, technology, data, and technology teams. This role defines and validates program scope, plans, timelines, governance, and success metrics for complex, multi-phase implementations while driving operational readiness, technical integration, and continuous improvement.

Requirements

Bachelor’s degree required (Computer Science, Business, Healthcare, or related field preferred) or equivalent experience.
Minimum 3–5 years of experience in program management, implementation, account management, or operations leadership.
Experience with pharmaceutical patient support, copay, and/or patient support programs preferred.
Demonstrated operational excellence with strong problem-solving and critical-thinking capabilities.
Strong business, financial, and people leadership skills.
Exceptional written and verbal communication, presentation, and stakeholder management skills.

Responsibilities

Serve as the single point of accountability for end-to-end implementations spanning operations, technology, data interfaces, and enablement.
Define and validate program scope, plans, schedules, and success metrics for complex, multi-phase launches.
Establish and maintain standardized implementation governance, including timeline management, risk identification, mitigation, and escalation.
Manage project scope, delivery, and costs with minimal supervision; drive execution to completion while mentoring team members as appropriate.
Lead strong cross-functional coordination across PASS Operations, Technical Services, Data & Integrations, Reporting, and Client Services teams to ensure alignment to SLAs and client expectations.
Partner with internal stakeholders to secure sponsorship, align priorities, and ensure ownership for day-to-day delivery and issue resolution.
Serve as the single point of contact for client’s Operational Enablement and Technical Services teams to streamline enterprise-level interactions.
Act as the primary client-facing operational leader for implementations and ongoing delivery.
Provide clear, timely client communication regarding PASS systems, operations, readiness, and delivery status.
Manage issue escalation, decision alignment, and expectations across client and internal stakeholders.
Provide direct people leadership for Implementation Managers and program-level resources, as applicable.
Coach and develop team members to strengthen program management, client leadership, and technical delivery capabilities.
Set clear performance expectations aligned to delivery standards, SLAs, and client outcomes.
Drive accountability, performance management, and continuous improvement across implementation teams.
Support capacity planning, workload balancing, and resourcing decisions to ensure scalable and sustainable delivery.
Foster a culture of ownership, collaboration, and operational excellence.
Develop and deploy scalable implementation processes, including SOPs, work instructions, project management tools, and technology adoption materials.
Drive continuous improvement through structured issue management, data quality oversight, and reporting insights to identify trends and root causes.
Support the development and implementation of innovative technology, reporting tools, and operational processes to improve productivity and client outcomes.
Identify impacts of change initiatives; build awareness and support across delivery teams.
Evaluate program outcomes against defined success metrics and reengineer processes as needed to improve performance and scalability.
Support special projects and additional initiatives assigned to deliver high-quality outcomes and customer value.