Program Director - Copay

Valeris•Remote, North Carolina, NC

12d

About The Position

The Director leads a team of program managers within the Client Services Department, delivering exceptional service to pharmaceutical manufacturer customers. The role includes coaching and developing team members, driving account strategy for assigned customers, serving as the first point of escalation for customers and internal conflicts or resource prioritization, and maintaining operational oversight of programs to ensure services and solutions are delivered successfully and meet client expectations. The Director also oversees program scope, budgets, client deliverables, contract renewals, and opportunities to expand business, while supporting strong customer retention and operational excellence.

Requirements

Bachelor’s degree or higher.
7+ years of related professional experience, including experience leading individual contributors.
Advanced skills in Microsoft Office and Visio.
Financial management skills, including knowledge of invoicing, accounts receivable, and budget development and tracking.
Strong data analysis and analytical background.
Demonstrated leadership and personnel-management record, with potential for further growth.
Program management skills and experience.
Highly organized and detail-oriented.
Ability to multitask and prioritize client issues.
Excellent verbal and written communication and interpersonal skills.
Strong business acumen.

Nice To Haves

Flexibility to travel as needed.
Ability to type at least 35 words per minute with 97% accuracy is preferred.
Internal candidates with program management skills are encouraged to apply.

Responsibilities

Lead, develop, train, coach, and mentor a team of program managers in delivering exceptional customer service.
Use Valeris’ leadership competencies to support team success and provide actionable performance feedback.
Conduct regular one-on-one meetings with direct reports and provide ongoing training.
Serve as a senior Valeris resource for assigned customers and the first point of escalation for customer issues; inform the VP, Client Services of customer escalations.
Remove barriers that prevent program managers from operating effectively.
Manage internal issues or conflicts as the first point of escalation and resolve them peer-to-peer at the lowest possible level.
Review scoping requests, pricing, and statements of work for accuracy before delivery to customers.
Drive contract renewals so contracts are signed before program expiration dates.
Review significant client deliverables, such as QBR slides, before they are delivered to customers.
Oversee program scope, budgets, and spending, and ensure amendments or change orders are executed when appropriate.
Work with program managers and the sales team to expand existing business and identify upsell opportunities.
Drive account strategy and operational excellence to maximize customer retention and mitigate revenue loss.
Help prevent business loss due to negligence, mismanagement, or execution-related issues by the client services team.
Periodically contact clients to gauge satisfaction with their program and assigned program manager.
Develop best practices, routines, and tools for program management.
Build and maintain strong operational relationships with other Valeris departments.
Meet training deadlines for corporate policies and procedures governing access to confidential data.
Ensure SOPs are followed consistently.
Conduct other tasks or projects as assigned.

Benefits

Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs.
Telehealth and Employee Assistance Program (EAP) services.
Company match on Health Savings Account contributions.
Free basic life and AD&D coverage equal to annual earnings, with a minimum of $50,000 and a maximum of $300,000.
Company-paid short-term disability coverage, with the option to purchase long-term disability.
401(k) retirement savings plan with 100% match on the first 5% contributed and immediate vesting.
Paid time off and sick leave.
Nine paid holidays plus two floating holidays.
Opportunities for advancement and personal and professional growth.
A challenging, stimulating work environment that encourages new ideas.
Inclusive workplace and mission-driven culture.