Sr. Strategic Operations Director

IQVIA•Durham, NC

2d•$123,400 - $343,800

About The Position

Leads governance of the assets, resources, technology, and processes needed to support a designated customer portfolio of assets, defined as compounds in development. Provides oversight of projects and leads the operational governance committee. The role directs global operational management for the customer account, ensuring project teams follow account-specific operating practices and meet customer expectations, contractual obligations, and quality, schedule, and financial objectives. The position also supports strategic account management, customer relationship and escalation management, resource forecasting, customer sales initiatives, and enterprise-wide adherence to customer best practices and IQVIA business practices. The role requires 25% travel, based on location. Applicants must reside in the same country where the job is located.

Requirements

Degree in Life Science, Business Management, or a related field, or an equivalent combination of education, training, and experience.
15 years of experience in the pharmaceutical, CRO, or related industry, including experience in clinical operations, CRA, commercial, or another operational function such as business development, data management, project management, laboratory, or pre-clinical.
Demonstrated knowledge of contractual obligations, processes, and customer accounts.
Excellent motivation, team-building, and leadership skills.
Excellent presentation and negotiation skills.
Excellent communication skills.
Good problem-solving skills.
Demonstrated ability to deliver results against quality and timeline metrics.
Strong influencing and negotiation skills.
Excellent customer service skills.
Sound judgment and decision-making skills.
Strong software and computer skills, including MS Office applications.
Ability to establish and maintain effective working relationships with coworkers, managers, and clients.
Must reside in the same country where the job is located.

Responsibilities

Lead strategic planning, direction, and support for business and strategic development initiatives for the designated customer.
Lead key initiatives as a member of the Strategic Account Management team.
Direct the designated customer account globally, providing leadership oversight to customer and IQVIA project teams and developing and maintaining an account-specific operations manual for product development projects.
Develop and manage customer rules of engagement and operational norms.
Direct delivery against metrics, milestones, and contractual obligations across a portfolio of projects, managing expectations for quality, timelines, and financial objectives, including project and portfolio margin targets.
Serve as the primary global operational management contact for the designated customer and maintain communication channels so customer expectations are understood and followed throughout the organization and project portfolio.
Review the customer pipeline, pending opportunities, and future needs to support quarterly resource forecasts for the cost centers serving the account.
Manage the key customer relationship and customer escalation plan; recommend responses to client management issues and implement action plans.
Serve on the designated customer Operations and Governance Committee(s).
Participate in developing and supporting customer sales initiatives, including proposal and budget development, commercial feasibility assessments, and analysis of potential program impacts on company operations and goals.
Oversee enterprise-wide adherence to global customer best practices among personnel assigned to the account.
Oversee enterprise-wide adherence to IQVIA transformation and business practices among personnel assigned to the account.
Perform other duties as assigned.
Travel 25% based on location.