Sr. Mngr/Associate Director, Process Design & Deployment

About the role

The Sr. Manager/Associate Director, Process Design & Deployment plays a crucial role in helping eliminate barriers for patients, increasing access to medications, and supporting them in receiving lifesaving treatments. They work in an environment that fosters personal and professional growth.

Responsibilities

• Serve as a consultant to clients and Diversity & Inclusion on program design to ensure alignment with technical workflows, process standards, and system capabilities.
• Understand both the customer's needs and the system capabilities/challenges and offer effective solutions within platform standards.
• Support Program Ops and BA to ensure accurate capture and translation of functional and technical workflows into CLS, ensuring all integrations and data migration activities are seamless.
• Identify, document, and prioritize business, process, and data requirements.
• Support Patient Programs services design and CRM documentation of the end-to-end Patient Journey as required for client Discovery sessions.
• Ensure Program design and business rules and program process flows are in alignment with technical workflows, process standards, and system capabilities.
• Support for data migration, data mapping, and integrations.
• SME support for CLS operational reporting, dashboards setup.
• Aid in technical workflows creation, system integration, data validations, and user acceptance testing as required.
• Support Design & Implementation Team and Client Services with CLS solutions, from Design to Hypercare.
• Provide sales support for CRM demos and RFPs.

Requirements

• Bachelor’s degree and 8+ years of service-related experience in project/operations management, customer service, or training.
• Extensive knowledge of HUB Operations, including Nursing, Reimbursement, and PAP experience.
• Extensive experience supporting and liaising between client-facing teams and Technology and operational delivery teams.
• “Power User” Salesforce CRM experience and ability to assist End-Users with UAT and Hypercare.
• Experience with Salesforce Reporting, building out Dashboards and Operational reports as required.
• Data Mapping and Migration Experience.
• Experience working with offshore and nearshore MSP and Contractors.
• Extensive understanding of operational workflows and CRM to support Program build and Enhancement, and ability to identify process improvement opportunities.
• Expertise in Sales and Training presentations for varied size audiences, intimate groups, and online presentations.
• Ability to work across multiple ops groups such as Training, TC Script, Business Solutions, Telecom, Data Analytics/Reporting, and IT.
• Advanced proficiency with MS Excel, Visio, and PPT.

Qualifications

• Master’s degree in a relevant field.
• 10+ years of service-related experience in project/operations management, customer service, or training.
• Proven track record of successful program design and implementation.
• Strong leadership skills and the ability to mentor and develop team members.
• Experience in managing cross-functional teams and driving process improvements.
• Excellent communication and interpersonal skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.

Skills

• Project Management
• Process Improvement
• Customer Service
• Training and Development
• CRM Systems
• Data Mapping and Migration
• Technical Workflow Creation
• System Integration
• User Acceptance Testing
• Program Design and Documentation
• Business Analysis
• Leadership

Benefits

• Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs.
• Telehealth and Employee Assistance Program (EAP) services.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) contributions.
• 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.
• 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.
• A mission-driven, inclusive culture where your work makes a meaningful impact.

Pay

Competitive salary commensurate with experience.

Schedule

Full-time, Monday through Friday, with occasional evening and weekend work as needed.