Associate Director Ops - Clinical Trial Contact Center Solutions at Thermo Fisher Scientific

Position summary

• Manages 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.

What you will do:

• Ensures timely and effective completion of deliverables such as scope of work, contractual matters, changes in staffing levels, and budget negotiation by being the main client contact; troubleshoots database issues, phone routing, or other issues affecting different departments at PPD, vendors, or client departments; retains project knowledge; coordinates and establishes new project operations, and monitors project processes (QA, compliance, SOPs, regulatory) to elevate quality and client dedication.
• Reads protocols and translates into project execution that align with Med Comm 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 reviews and/or follows corporate SOPs, including SOPs, protocols, GCPs, and regulatory authority compliance.
• Ensures maintenance of profitability through 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.
• Fosters a culture of immediate action and proactive addressing of critical issues.

HOW WILL YOU GET HERE?

• 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, abilities

• Strong understanding 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