Associate Director, Operations Management

Role Overview

• Provide strategic oversight of hub vendor operations supporting Patient Services programs.
• Establish and maintain performance expectations for vendors.
• Lead oversight of staffing models, workflows, productivity, and service delivery.
• Analyze vendor reporting, KPIs, and operational trends to inform decision-making.
• Proactively identify operational risks, process gaps, and emerging issues.
• Partner with vendors to enhance dashboards and reporting transparency.
• Serve as a senior escalation point for complex operational issues.
• Drive timely resolution of issues through collaboration.

Requirements

• Provide strategic oversight of hub vendor operations supporting Patient Services programs, ensuring alignment with enterprise priorities and program objectives.
• Establish and maintain performance expectations for vendors, including service levels, quality standards, compliance requirements, and KPI deliverables.
• Lead oversight of staffing models, workflows, productivity, and service delivery to ensure scalable, efficient, and patient-centered operations.
• Analyze vendor reporting, KPIs, and operational trends to inform decision-making, identify performance gaps, and recommend corrective actions.
• Proactively identify operational risks, process gaps, and emerging issues, and lead mitigation plans in partnership with internal and external stakeholders.
• Partner with vendors to enhance dashboards and reporting transparency.
• Serve as a senior escalation point for complex operational issues affecting patients, providers, vendors, or internal stakeholders, ensuring timely resolution and appropriate governance.
• Drive timely resolution of issues through collaboration with vendors and internal partners.
• Lead cross-functional collaboration with Market Access, Compliance, Pharmacovigilance, Field Teams, Finance, and Operations to align strategy, execution, and issue resolution.
• Translate vendor performance, key risks, and operational recommendations into clear, actionable updates for senior leadership.
• Oversee PARC submissions and related governance processes to support operational decision-making, business continuity, and compliance.
• Provide oversight of invoicing, budget tracking, and financial reconciliation activities to support sound fiscal management and vendor accountability.
• Lead continuous improvement initiatives that enhance operational efficiency, service quality, reporting transparency, and stakeholder experience.
• Support operational readiness for program launches, enhancements, and strategic initiatives by ensuring processes, vendors, and stakeholders are prepared for successful execution.

Benefits

• Comprehensive Health Insurance: Medical, Dental, Vision, and Prescription coverage starting on the first day of employment, providing the employee enrolls.
• Retirement Savings: 401(k) with employer match, up to 6% and an annual 3.75% Defined Contribution to the 401k plan.
• Time Off: Paid Time Off including vacation, sick/safe time, caretaker time, and holiday.
• Life and Disability Protection: Company paid Life and Disability insurance.
• Additional benefits include, but are not limited to, Employee Assistance Program, Employee Stock Purchase Plan, Tuition Assistance, Flexible Spending Accounts, Health Savings Account, Life Style Spending Account, Volunteer Time Off, Paid Parental Leave, if eligible, Family Building Benefits, Virtual Physical Therapy, Accident, Critical Illness and Hospital Indemnity Insurances, Identity Theft Protection, Legal Plan, Voluntary Life Insurance and Long Term Disability and more.
• The total compensation may also include restricted stock units and discretionary awards, depending on the position offered.