Job Summary:

The Director, Network Operations manages client programs by serving as the primary interface with clients on program development and oversight, while also providing direction and management to the team developing and delivering implementation of the client sponsored program. Additionally, this role provides oversight of daily operations including network staffing and system performance to ensure efficient and quality delivery of client programs. This individual may be involved in other internal capability development and implementation.

Supervisory Responsibilities:

• Upon taking on new client programs the Director Network Operations will manage and oversee the team performing the day-to-day operations for the programs.

Duties / Responsibilities:

• Serve as primary team lead in client development. Plans and directs resources to ensure client satisfaction.
• Consults with clients on the uses of Market Dynamics’ (MDx) / IQVIA’s products and services, developing solutions to client problems, as well as assessing the needs and developing methodologies to ensure account service teams are adequately trained and performing at optimal levels.
• Builds, develops, and provides leadership within a client service team.
• Establishes quantitative and qualitative metrics, guidelines, and standards by which the company’s efficiency and effectiveness can be evaluated; identifies opportunities for improvement.
• Implements policies and procedures that will improve day-to-day operations.
• Provide oversight to scheduling, administrative, customer service, logistics, and core departments, ensuring each is reaching goals set by departmental and company leadership.
• Plans, directs, controls, implements, evaluates, monitors, and forecasts budgets and cost of operations in each division to achieve financial objectives.
• Communicates and explains new directives, policies, or procedures to managers; for major changes, meets with entire operations staff to explain changes, answer questions, and maintain morale.
• Improves customer service and satisfaction through policy and procedural changes.
• Leads coordination and integration of efforts among operations, engineering, technology, and customer service divisions to produce smoother workflow and more cost-effective business processes.
• Projects a positive image of the organization to employees, client, industry, and community

Required Skills / Abilities:

• Expert knowledge of the concepts, practices, reporting quality & integrity and procedures of the client service representative field.
• Ability to manage up to two client programs
• Experience developing and managing others
• Pharmaceutical experience preferred
• Business acumen (knowledge of the pharmaceutical industry, including the applications of MDx / IQVIA’s data).
• Change management / process analysis skills (e.g. business process re-engineering)
• Strong communication skills, including ability to train/present and deal tactfully with clients.
• Project management experience in overseeing or contributing in complex, multi-discipline projects.

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

As the COVID-19 virus continues to evolve, IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status