Sr. Mngr/Associate Director, Process Design & Deployment

Valeris•Remote, North Carolina, NC

88d

About The Position

The Sr. Mngr/Associate Director, Process Design & Deployment researches, analyzes, and recommends improvements to business and system processes to improve organizational performance. The role studies operational and performance data to identify trends and improvement opportunities, develops project plans, communicates changes, and may train impacted business units. The position supports patient-program design and implementation, working with clients and internal teams to align program requirements, operational workflows, technical workflows, system capabilities, and process standards. It contributes to CRM documentation, integrations, data migration and mapping, reporting and dashboards, system validations, and user acceptance testing. The role also supports client discovery, CRM demonstrations, RFPs, and the transition of solutions from design through hypercare. Valeris is a life sciences commercialization partner that provides patient support services, healthcare provider engagement tools, and related solutions to life sciences companies. The company says its work aims to help patients access and adhere to critical medications.

Requirements

Bachelor’s degree.
At least 8 years of service-related experience in project or operations management, customer service, or training.
Extensive knowledge of HUB operations, including nursing, reimbursement, and PAP experience.
Direct experience supporting and liaising between client-facing teams and technology and operational delivery teams.
Power-user Salesforce CRM experience and ability to assist end users with UAT and hypercare.
Salesforce reporting experience, including the ability to build dashboards and operational reports as required.
Data mapping and migration experience.
Experience working with offshore and nearshore MSPs and contractors.
Extensive understanding of operational workflows and CRM to support program builds and enhancements and identify process-improvement opportunities.
Expertise in sales and training presentations for audiences of varying sizes, including intimate groups and online presentations.
Ability to work across multiple operations groups, such as Training, TC Script, Business Solutions, Telecom, Data Analytics/Reporting, and IT.
Advanced proficiency with MS Excel, Visio, and PowerPoint.
Regularly talk or hear; frequently sit for long periods, use hands to type, handle, or feel, and reach with hands and arms.
Preferred typing speed of at least 35 words per minute with 97% accuracy.

Nice To Haves

Flexibility to travel as needed.

Responsibilities

Research, analyze, and recommend improvements to business and system processes to improve organizational performance.
Study operational and performance data to identify trends and opportunities for improvement.
Develop project plans, communicate changes, and provide training to impacted business units as needed.
Serve as a consultant to clients and D&I on program design, ensuring alignment with technical workflows, process standards, and system capabilities or challenges.
Understand customer needs and system capabilities or challenges, and offer effective solutions within platform standards.
Support Program Ops and BA in capturing and translating functional and technical workflows into CLS, including seamless integrations and data migration activities.
Identify, document, and prioritize business, process, and data requirements.
Support Patient Programs services design and CRM documentation of the end-to-end Patient Journey for client discovery sessions as required.
Ensure program designs, business rules, and process flows align with technical workflows, process standards, and system capabilities.
Support data migration, data mapping, and integrations.
Provide subject matter expertise for CLS operational reporting and dashboard setup.
Assist with technical workflow creation, system integration, data validations, and user acceptance testing as required.
Support the Design & Implementation Team and Client Services with CLS solutions from design through hypercare.
Provide sales support for CRM demonstrations and RFPs.

Benefits

Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs.
Telehealth and Employee Assistance Program 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 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.
An inclusive workplace and mission-driven culture.