Senior Director, Client Services

About the Role

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana.

The Senior Program Director is responsible for the strategic leadership, operational oversight, administration, and overall management of a large comprehensive patient affordability portfolio. This role ensures the successful delivery of services across multiple programs while maintaining a strong focus on patient experience, client satisfaction, compliance, quality, and operational excellence. As the primary client-facing leader, the Senior Program Director serves as the strategic point of contact for the pharmaceutical manufacturer client and other key stakeholders. This includes providing executive-level program updates, leading governance meetings, managing escalations, addressing client concerns, and developing action plans to ensure successful outcomes. The Senior Program Director will cultivate strong client relationships, identify opportunities for program enhancement, and support business growth initiatives, including new program implementations, service expansions, and contract renewals. The Senior Program Director will lead, mentor, and develop a team of Program Managers, Supervisors, Care/Case Managers, and other operational personnel. This role is accountable for ensuring all assigned programs within the portfolio consistently meet or exceed client service levels, regulatory requirements, quality standards, and financial objectives. The Senior Program Director will oversee day-to-day operations, monitor program performance, identify operational risks, implement process improvements, and drive efficiencies through technology, automation, and best practices. Additional responsibilities include overseeing budget management, resource allocation, compliance and audit readiness activities, and cross-functional collaboration with technology, finance, quality, compliance, pharmacy, and patient services teams. The Senior Program Director is expected to leverage data and analytics to drive informed decision-making, improve operational performance, and deliver measurable value to clients and patients.

Responsibilities

• Provide strategic and operational leadership for a portfolio of affordability programs.
• Lead and develop high-performing teams through effective coaching, training, and performance management.
• Ensure achievement of client SLAs, quality standards, and compliance requirements.
• Serve as the primary escalation point for operational, client, and patient-related issues.
• Build and maintain strong relationships with client stakeholders through regular touchpoints, business reviews, and governance meetings.
• Analyze program performance metrics and implement corrective actions and continuous improvement initiatives, using data as a key driver of decision-making support.
• Oversee program budgets, staffing models, forecasting, and resource planning.
• Partner with internal departments to support system enhancements, program launches, and operational readiness activities.
• Ensure compliance with applicable regulatory, privacy, and industry requirements, including HIPAA, FDA, and manufacturer-specific guidelines.
• Support business development efforts by participating in client presentations, RFP responses, and implementation planning for new programs.
• Drive innovation and operational excellence through process optimization, automation, and technology-enabled solutions.
• Maintain a patient-centric approach while balancing client objectives, operational efficiency, and financial performance.

Qualifications

• BA/BS degree preferred.
• 8-10 years of experience required working at a market access and/or patient affordability vendor, specialty pharmacy, pharmaceutical company, or healthcare industry partner, including previous management experience.
• Advanced problem-solving skills with the ability to work cross-functionally to resolve issues and generate results among potentially conflicting constituencies.
• High-level of confidence, integrity, enthusiasm, executive presence and a personality that fits a fast-paced, energetic, and proactive organization. Strong work ethic is a must.
• Ability to manage others, both direct and indirect reports.
• Proven ability to work in a team environment where the majority of team reports up to you and where coaching, mentoring, and delegating is an absolute must.
• Exceptional verbal and written communication and presentation skills required to both internal and external clients.
• Ability to build strong relationships with peers, across the organization and the senior leadership team.
• Excellent interpersonal skills and ability to influence sometimes without explicit authority.
• Thorough understanding of business operations and processes required.

Physical Demands & Work Environment

• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms.
• Prefer candidates who can type at least 35 words per minute with 97% accuracy.
• Although very minimal, flexibility to travel as needed is preferred.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.

Benefits

• Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs.
• Additional health support, including telehealth and Employee Assistance Program (EAP) services.
• Company match on Health Savings Account contributions.
• Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000.
• Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability.
• 401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting.
• Paid Time Off (PTO) and Sick Leave to support work-life balance.
• Team members receive nine paid holidays plus two floating holidays.
• Opportunities for advancement in a company that supports personal and professional growth.
• A challenging, stimulating work environment that encourages new ideas.
• Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace.
• A mission-driven, inclusive culture where your work makes a meaningful impact.