[Hiring] Manager - Program Management @UBC

Role Description

The Manager – Program Management, manages day-to-day activity of program(s) and supervises front line people leader(s) and staff. This role also has extensive interaction with internal stakeholders and external client(s). Acts as the primary contact for the assigned program(s). This position performs hiring, scheduling, training, and development of direct and indirect reports. Recognizes, recommends, and implements operational improvement, works with Senior Program Manager or Program Director to develop policies, procedures and the business work plan for assigned program(s). Position may support multiple small clients or at minimum one large client. Provides direction, coordinates and supervises the activities of the operational team using established policies and procedures. Sets priorities for the team to ensure task completion, coordinates work activities with other supervisors and managers. Work is reviewed for soundness of judgment and overall quality and efficiency.

Specific Job Duties

• Manage program(s) per the scope of work, program and standard operating procedures within the contracted budget.
• Manage day-to-day activity of the program operation and ensures proper flow of work throughout the life of the program, including supervision of staff.
• Working knowledge of protocol(s), contract requirements, program workflow and/or scope of work for assigned program(s).
• Monitor program metrics to ensure adherence to program Service Level Agreements (SLAs).
• Aid management decisions on program development and design and/or restructure of program requirements.
• Travel to and attend related meetings/conferences as required.
• Presentation of program information to internal and external customers.
• Participate in interviewing prospective employees, evaluating current employees, and train employees as needed.
• Participate in team communication and collaboration during development and start-up, management, and close-out of assigned programs.
• Participates in client kick-off and planning meeting(s).
• Participates in internal and external 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.
• Participates in internal, client and/or FDA audits.
• Identifies improvement of program processes.
• Gathers information on effectiveness of processes throughout the duration of programs and provides planning and solutions when improvement areas are identified.
• Collect and interpret program metrics, as applicable.
• Report and analyze process efficiencies, as applicable.
• Ensure training materials are accurate and continually evaluate the need for group training sessions or additional training materials for the program.
• Maintain program team performance by ensuring compliance with company and project goals.
• Manage the dual role of supervising staff and supporting the maintenance of respective program applications.
• Maintain program team performance by planning, monitoring and appraising job results while ensuring a high level of team performance.
• Assist with the analysis and writing of client reports and other deliverables such as the presentation of program information to internal and external stakeholders.
• Handle escalated and unresolved issues that may require deviation from standard procedures or require extensive research for resolution.
• Other duties as assigned.
• Ability to travel as needed.
• Actively participates in in-person and virtual meetings/events (internal and external).

Supervisory Responsibility

• 1 – 20 Direct Reports
• 0 – 100 Indirect Reports

Qualifications

• Bachelor’s or Associate’s degree in relevant discipline and/or equivalent work experience.
• 5 – 8 years of relevant experience.
• 2 years of related healthcare or pharmaceutical experience preferred.
• 1-year previous managerial experience.
• Strong computer skills with specific aptitude in Microsoft Office.
• Excellent verbal and written communication and presentation skills.
• Strong analytical and problem-solving skills.
• Ability to work cross-functionally to proactively communicate and to resolve issues with the highest sense of urgency.
• Highly developed written communication and documentation skills to develop program materials, program specific procedures, and application requirements.
• Client interfacing skills to cultivate and manage relationships.
• Strong analytical skills.
• Ability to analyze information and target trends.
• Organize people and systems to achieve goals.
• Working knowledge of customer service processes preferred.

Benefits

• Remote opportunities.
• Competitive salaries.
• Growth opportunities for promotion.
• 401K with company match.
• Tuition reimbursement.
• Flexible work environment.
• 20 days PTO, accrued.
• Paid Holidays.
• Employee assistance programs.
• Medical, Dental, and vision coverage.
• HSA/FSA.
• Telemedicine (Virtual doctor appointments).
• Wellness program.
• Adoption assistance.
• Short term disability.
• Long term disability.
• Life insurance.
• Discount programs.