Associate Manager, Program Management

Job Title:

XPG99G – Associate Manager, Program Management

Brief Description:

The Associate Manager – Program Management manages the day-to-day activity of program(s) and supervises staff. May provide guidance to a supervisory team. Acts as the primary or secondary client contact for assigned program(s). Partners with the Manager to develop policies, procedures, and the business work plan for the program. This position performs hiring, scheduling, training, and development of direct and indirect reports. Recognizes, recommends, and implements operational improvement. Position manages one complex program or multiple non-complex programs. 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, including supervision of staff.
• Mentors the supervisory team and/or team of employees assigned to the program(s).
• Monitor program metrics to ensure adherence to program SLAs.
• Travel to and attend related meetings/conferences as required. Resolve complex and/or escalated cases.
• Participate in interviewing prospective employees, evaluating current employees, and train employees as needed.
• Professionally develops current employees and tracks their compliance to quality, service, and production standards.
• Participate in team communication and collaboration during development and start-up, management, and close-out of assigned programs.
  • Attend client kick-off and planning meeting (s) as needed
  • Attend internal and external team 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 client and/or FDA audits, as needed
• Assist with improvement of program processes
  • Gather information on effectiveness of processes throughout the duration of programs
  • Collect and interpret program metrics, as applicable
  • Report and analyze process efficiencies, as applicable
• 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.

Supervisory Responsibility:

1 – 15 Direct Reports, 0 – 25 Indirect Reports

Desired Skills and Qualifications:

• Bachelor’s degree in relevant discipline or equivalent work experience
• 2 – 5 years of relevant experience
• Experience in call center related services
• Previous management experience preferred
• Strong computer skills with specific aptitude in Microsoft Office
• Excellent verbal and written communication and presentation skills
• Strong analytical and problem-solving skills
• Working knowledge of customer service processes preferred
• 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

UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. We are committed to a diverse, equitable and inclusive culture that fosters respect for each other, our clients, and our patients

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