Operations Manager

Manages the day-to-day operations of the program team. Supports staff members so that contracted services are provided in accordance with client and company policies and procedures. May interact with the client and internal groups to discuss and resolve issues impacting client operations. Trains and supervises healthcare and non-healthcare, professional level program staff. Develops, coaches, and mentors staff. Essential Functions and Other Job Information:

Essential Functions

• May supervise program staff providing medical/clinical information, utilizing medical/clinical background to participate in, manage, and conduct quality review of medical/clinical work.

• Oversees and/or completes development of client reports and procedural documents.

• Maintains thorough program knowledge, with an emphasis on medical/clinical content (where applicable), troubleshoots program issues, monitors and ensures compliance with company policies and procedures including SOP's, protocols, and other regulations by conducting quality monitoring of staff work.

• Acts as liaison between the client, program management and staff for operational issues such as workflow processes, available resources, and new initiatives impacting the program.

• Oversees all aspects of program training including conducting training, developing curriculum, and documenting and maintaining training records and curriculum

.• Acts as a resource for front line staff for assistance with managing their scope of service.

• May function as the front line healthcare professional agent to cover services including but not limited to answering medical/clinical inquiries (where applicable) and documenting contacts, adverse events and product complaints.

• Manages staff, which may include interviewing and selection, preparation, professional development, goal setting, performance management, coaching and mentoring, employee counseling, and separations. Approves courses of action on salary administration, hiring, corrective action, and terminations. Reviews and approves time records, expense reports, requests for leave, and overtime.

Policy & Strategy: Interprets and administers policies, processes, and procedures that may affect sections and subordinate work units. Requires full knowledge of own area of functional responsibility.

Freedom to Act: Assignments are defined in terms of activities and objectives. Work is reviewed upon completion for adequacy in meeting objectives. A portion of the time may be spent performing individual tasks.

Liaison: Interacts frequently with internal personnel and outside representatives at various levels. Participates and presents at meetings with internal and external representatives. Interaction typically concerns resolution of operational and scheduling issues.

Qualifications:

Education and Experience:

Healthcare Degree (Bachelor's Degree in Pharmacy or Nursing. Or Associates Degree in Nursing with 2 years nursing experience)

Previous experience (comparable to 5+ years) in the healthcare or pharmaceutical industry with responsibilities involving counseling or providing medical information to include leadership experience (comparable to at least 1 year).

Education may be substituted in lieu of some years of experience for advanced degrees such as Pharm.D, Ph.D. or MS. In some cases a second language may be required. Some programs may require a Pharm.D.

In most cases a license will be required. Note: Some countries (e.g., Brazil) may allow for the folllowing requirements: Other Life Science/Healthcare degrees (e.g., Biomedicine). 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 leadership skills

• Strong attention to detail and organizational skills

• Effective verbal and written communication skills

• Excellent problem solving and analytical skills

• Demonstrated time management skills and multi-tasking skills

• Strong interpersonal and decision making skills

• Ability to coach and train staff

• Excellent language skills must be demonstrated if the position requires languages other than English• Ability to work in a team environment and/or independently as needed

• Management Role:

Manages experienced professionals and / or subordinate management who exercise latitude and independence in their assignments. Often heads one or more sections or a small department. Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, assisting subordinates with difficult inquiries or problems, interpreting and ensuring consistent application of organizational policies, and development and implementation of unit policies and procedures. Recommends employees for employment, discipline, termination; initiates and communicates a variety of personnel actions (e.g. performance and salary reviews, promotions, time off requests, timesheet and expense report approvals).

Working Conditions and Environment:

• Work is performed in an office environment with exposure to electrical office equipment • Constant interaction with clients/associates required

• Must pay constant attention to detail-visual, mental

• Must be able to multi-task constantly

• Long, varied hours required occasionally

• Daily exposure to high pressure, intense concentration

• Occasional drives to site locations and or occasional travels domestic travel

Physical Requirements

• Frequently stationary for 6-8 hours per day

• Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists

• Moderate mobility required

• Occasional crouching, stooping, bending and twisting of upper body and neck

• Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop computer with a maximum lift of 15-20 lbs.

• Ability to access and use a variety of computer software developed both in-house and off-the-shelf • Ability to communicate complex information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences

• Frequently interacts with others, relates sensitive information to diverse groups both internally & externally

• Ability to apply abstract principles to solve complex conceptual issues. Requires multiple periods of intense concentration

• Performs a wide range of complex tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence. Ability to perform under stress. Ability to multi-task

• Regular and consistent attendance