Senior Leader overseeing Platform Operations at Wells Fargo, managing critical operational services and driving transformation. Responsible for enhancing service quality and efficiency across multiple functions.
About the role
- Operations Manager managing fulfillment operations across multiple brands for pharmaceutical clients. Focused on improving processes and ensuring compliance with operational guidelines.
Responsibilities
- Manage the fulfillment requirements of multiple Consumer and HCP programs across several brands, including one-time mailings, RM programs and Adherence Programs
- Participate in and/ or facilitate face to face brand strategy, operations and Launch Management Team meetings for each program
- Effectively manage a P&L and budget
- Manage relationships, implementations, multiple vendors, operations, and post-launch responsibilities
- Develop and implement business rules for new business tactics with project execution team members (Brand, Operations Manager, Contact Center)
- Consult with Creative Agencies and Brand Team Members to implement templated assets and approved sizes of DM and EM for faster onboarding of new workstreams
- Manage key project milestones to meet the overall campaign deliverables, including managing the submission of first use for MAP approval and FDA submissions
- Final Quality Assurance of production ready assets
- Manage asset inventory for all DM components
- Manage re-reviews for all DM and EM assets to ensure adherence with MAP approval and FDA submissions
- Establish, track and analyze fulfillment operations/ metrics to identify critical trends and implement needed process enhancements
- Ensure compliance with regulatory requirements and guidelines (including 48hr PI, OIG guidance, Vermont pricing and other state requirements)
- Manage the implementation of various patient benefit programs (copay and voucher cards), including developing the business rules and managing prefix assignments
- Develop key operational reports for fulfillment management to monitor performance and drive continuous process improvements
- Strategic partner to the Client’s marketing team to design, develop and manage the consumer contact center channel supporting new product launches, line extensions, copay card programs, direct to consumer and relationship marketing campaigns
- Support multiple concurrent contact center brand programs, including Inside Sales and service programs
- Identify and document contact center requirements
- Develop CRM call guide/script, FAQs and relevant contact center assets and spearhead assets through the Material Approval Process (includes attending face-to-face MAP meetings)
- Develop phone tree strategies to ensure first call resolution and seamless call triage to key functions including drug safety, quality, patient services, MIC and patient assistance
- Development and management of program timelines, requirements, logistics and launch
- Develop and reconcile monthly call forecasts and budget
- Conduct User Acceptance Testing of call guides, IVRs, and other assets
- Develop and facilitate contact center training
- Quality Monitoring of 3rd party vendor call center
- Periodic site visits to 3rd party vendor call center for training, monitoring, focus groups and program launches
- Manage program escalations
- Analyze and manage program performance against KPIs
- Communicate program status, performance and insight reporting to key stakeholders
Requirements
- BA/BS Degree or equivalent work experience
- 3+ years of experience with Fulfillment operations (DM, EM and SMS) and project implementations with experience managing a minimum of 3 implementations simultaneously
- Minimum at-home requirement of High-Speed Cable Internet or Fiber Optic Cable to ensure ability to work remotely from home as required by business need
- Demonstrated ability to effectively manage multiple projects with competing priorities concurrently
- Effective at collaboration and communication with internal and external stakeholders
- Pharmaceutical industry experience in the area of fulfillment operations
- Proven proficiency in the area of teamwork
- Expert ability in managing the details to ensure quality and compliance adherence
- High attention to detail and ability to follow through on escalations
Benefits
- Competitive compensation
- Comprehensive benefits packages tailored to your role + location
- A supportive culture that fuels your soul + feeds your spirit
- A primarily remote work model for better work-life balance
- A diverse, equitable + inclusive workplace, so you can be your best self
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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