Associate Director Ops - Clinical Trial Contact Center Solutions

at  Thermo Fisher Scientific

JOB DESCRIPTION

Oversees day to day operations of one or more projects and directs, mentors and supports operations managers and other members of their project teams. Ensures that services are provided in accordance with client and PPD Medical Communications’ policies and procedures and contractual agreements. Primary liaison with the client and ensures project report summaries, budget, audit results, staffing decisions and other critical issues are managed appropriately. Ensures execution of deliverables meet time, quality and cost expectations.

EDUCATION AND EXPERIENCE:

• Experience with Clinical Trial (Phase 1-4) preferred
• Previous experience in health care or pharmaceutical industry that provides the knowledge, skills, and abilities to perform the job (comparable to 10+ years).
• Proven leadership skills to include 5+ years of management responsibility.
• Education may be substituted in lieu of some years of experience for advanced degrees such as Pharm.D, Ph.D. MS and MD.
  In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong knowledge of budgeting and forecasting
• Good knowledge of Clinical Trials
• Excellent leadership skills
• Strong attention to detail and organizational skills
• Effective verbal and written communication skills
• Excellent problem solving and analytical skills
• Excellent time management skills
• Basic computer skills including Microsoft Office and multi-tasking skills
• Excellent interpersonal skills
• Strong decision making skills
• Ability to coach and mentor staff
• Ability to work in a team environment and/or independently as needed

ESSENTIAL FUNCTIONS

• Ensures timely and effective execution on deliverables including scope of work, contractual issues, changes in staffing levels, and budget negotiation by serving as the primary point of client contact; effective troubleshooting for database issues, phone routing or other items as they effect other departments at PPD, vendors, or other departments at the client; maintaining project knowledge; coordinating and implementing new project operations, and monitoring project processes (QA, compliance, SOPs, regulatory) that will maximize quality and client loyalty.
• Reads protocols and translates into project execution that align with Med Comms policies and procedures
• Manages staff responsibilities including performance management, salary administration, hiring, employee relations, employee engagement, conflict resolution, and employee development.
• Liaises with cross functional leaders to drive deliverables
• Ensures quality objectives are met and develops and maintains project SOPs, develops and/or reviews corporate SOPs, and complies with all company policies and procedures including SOPs, protocols, GCPs, and regulatory authority compliance.
• Ensures maintenance of profitability though management of billable hours. Ensures client budgetary goals are met.
• Ensures accuracy and timeliness of client invoice amounts and communicates required changes to Medical Communications finance.
• Participates in capabilities presentations to help secure new business and alerts the Director and Business Development team to new business opportunities with existing clients. Reviews and provides operational input on proposals, contracts and/or renewals associated with existing clients.
• Participates in the development of processes and strategies designed to assist in meeting the above stated goals on a division-wide basis.
• Drives a culture of immediate action and proactive escalation.

MANAGEMENT ROLE:

Directs through lower management levels and / or highly skilled specialist employees who exercise significant latitude and independent judgment. Often heads one or more departments or a large centralized staff function. In some instances may be responsible for a functional area (as determined by executive management) and not have subordinate supervisors or employees. May manage employees across multiple regions.

PPD values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:

• Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.
• Able to work upright and stationary for typical working hours.
• Ability to use and learn standard office equipment and technology with proficiency.
• Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.
• May require travel. (Recruiter will provide more details.)