Associate Program Manager

Role Overview

• Support the Operations Manager and Program Manager, including, but not limited to, reporting, client follow-ups, support materials, internal/external complaints, and program service offerings.
• Support implementation of new processes, program enhancements and operational improvements.
• Prepare and analyze business reports and metrics, providing insights that contribute to continuous improvement initiatives.
• Compile, analyze, and present program performance metrics, operational reports, and client requested data.
• Foster a positive, collaborative team culture focused on service excellence and operational efficiency.
• Participate in and lead internal PSP meetings and external client discussions as required, ensuring preparation of all necessary documentation, follow-ups, and action items.
• Lead and provide oversight to a team of Program Coordinators, ensuring consistent performance, coaching, development, and overall operational excellence.
• Set clear performance expectations and development plans for Program Supervisors.
• Ensure adherence to program SOPs, compliance standards, and quality requirements.
• Coach and collaborate with all internal and external colleagues that deliver program-related services to ensure optimal execution and deliver against operational KPIs.
• Collaborate with the Program Manager and client stakeholders to ensure program expectations are met and opportunities for service enhancements are identified.
• Identify barriers to service delivery and contribute to solutions aligned with program goals.
• Assist in quality assurance reviews, audit preparations, and continuous improvement initiatives.
• Participate in program design and development activities (i.e., development of primary and secondary documentation flows and charts).
• Support special projects, program transitions, and new service offerings.

Requirements

• University degree in applicable field
• 3-5 years of experience in PSP
• Strong leadership and team development skills, with experience managing leaders
• Demonstrated expertise in reimbursement, patient assistance programs, database elements, functionality and operational policies and processes
• Understanding of the direction of technology, trends and strategic business impact on key clients
• Knowledge of full-service call center programs
• Strong customer/client management background
• Exceptional project management skills with experience in organizing, planning and executing projects from vision through to implementation
• Strong analytical, conceptual, and problem-solving skills with a demonstrated track record of new concept development for various projects
• Critical thinking skills, strong ability to solve problems and innovate with creative solutions for internal or external stakeholders
• Strong interpersonal and leadership skills; ability to develop and grow talent.

Benefits

• Competitive Salary and generous vacation entitlement
• Wellness Program (5 paid days off for your well-being!)
• Paid Sick Days
• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
• Employee & Family Assistance Program
• RRSP Matching Program