Associate Manager, Program Management

About the role

UBC is a pharmaceutical support industry leader dedicated to empowering health solutions and improving patient outcomes throughout the drug development and commercialization lifecycle. The Associate Manager – Program Management manages day‑to‑day activity of program(s), supervises staff, and serves as a primary or secondary client contact. This role partners with the Manager to develop policies, procedures, and the business work plan, and is responsible for hiring, scheduling, training, and developing both direct and indirect reports while driving operational improvements.

Responsibilities

• Manage program(s) per the scope of work, program, and standard operating procedures within the contracted budget.
• Oversee day‑to‑day program operations, including supervision of staff.
• Mentor the supervisory team and/or employees assigned to the program(s).
• Monitor program metrics to ensure adherence to service level agreements.
• Resolve complex and/or escalated cases.
• Participate in interviewing prospective employees, evaluating current employees, and training as needed.
• Develop employees professionally and track compliance with quality, service, and production standards.
• Engage in team communication and collaboration during development, start‑up, management, and close‑out of assigned programs.
• Attend client kick‑off and planning meetings as needed.
• Attend internal and external team meetings.
• Translate decisions and discussions into documented workflow processes.
• Facilitate coordination of teams and team members to achieve successful program start‑up.
• Assist in developing program metrics.
• Participate in client and/or FDA audits as required.
• Assist with improvement of program processes.
• Gather information on process effectiveness throughout program duration.
• Collect and interpret program metrics, as applicable.
• Report and analyze process efficiencies, as applicable.
• Assist with analysis and writing of client reports and other deliverables, including presentations to internal and external stakeholders.
• Handle escalated and unresolved issues that may require deviation from standard procedures or extensive research.
• Perform other duties as assigned.
• Travel as needed.
• Actively participate in in‑person and virtual meetings/events (internal and external).

Supervisory Responsibility

Directly supervises 1 – 20 employees.

Desired Skills and Qualifications

• Bachelor’s degree in a relevant discipline or equivalent work experience.
• 2 – 5 years of relevant experience.
• Experience in call‑center related services.
• Previous management experience preferred.
• Strong computer skills with specific aptitude in Microsoft Office.
• Excellent verbal and written communication and presentation skills.
• Strong analytical and problem‑solving skills.
• Working knowledge of customer service processes preferred.
• Ability to work cross‑functionally, proactively communicate, and resolve issues with urgency.
• Highly developed written communication and documentation skills for program materials, procedures, and application requirements.
• Client‑interfacing skills to cultivate and manage relationships.
• Ability to analyze information, identify trends, and target improvements.
• Organizational skills to align people and systems toward goals.

Benefits

• Remote work opportunities
• Competitive salaries
• Growth opportunities for promotion
• 401(k) with company match*
• Tuition reimbursement
• Flexible work environment
• 20 days PTO, accrued
• Paid holidays
• Employee assistance programs
• Medical, dental, and vision coverage
• Health Savings Account (HSA) / Flexible Spending Account (FSA)
• Telemedicine (virtual doctor appointments)
• Wellness program
• Adoption assistance
• Short‑term disability
• Long‑term disability
• Life insurance
• Discount programs