Director of Client Services

Director, Client Services Programs 

We are seeking a Director to lead a high-performing, patient-centric client services program. This role is responsible for overseeing program strategy, operations, and team performance in support of a large pharmaceutical copay initiative spanning multiple products and disease states. 

Key Responsibilities 

• Lead end-to-end program operations, including design, execution, and continuous improvement of patient support and copay initiatives 

• Serve as the primary client partner, ensuring strategic alignment, strong relationships, and transparent communication 

• Provide leadership and direction to managers and staff, fostering a culture of accountability, innovation, and continuous development 

• Manage program resources, budgets, and staffing, including recruitment, onboarding, and performance management 

• Coordinate cross-functional teams to deliver integrated, compliant solutions aligned with client and business objectives 

• Monitor program performance using KPIs, metrics, and trend analysis; deliver insights and updates to executive leadership and stakeholders 

• Oversee risk mitigation and ensure effective program execution, scalability, and operational excellence 

• Facilitate collaboration between clients, internal teams, and third-party partners to support program delivery 

• Drive change management initiatives, including program enhancements and CRM/system updates 

• Maintain SOPs and documentation, ensuring compliance with SLAs, regulatory requirements, and contractual obligations 

• Represent the program in governance forums, including QBRs and strategic planning sessions 

• Ensure consistent communication and alignment across teams regarding program updates, processes, and priorities 

Qualifications 

• Bachelor’s degree with 7+ years of experience in healthcare, service, or information-based industries, including leadership experience 

• Strong knowledge of specialty pharmacy and its integration with manufacturers and payors 

• Proven leadership skills with experience coaching, motivating, and developing high-performing teams 

• Excellent communication and presentation skills with strong interpersonal effectiveness 

• Demonstrated ability to build and maintain collaborative relationships with internal and external stakeholders 

• Strong analytical and organizational skills, with experience managing complex data and reporting processes 

• Experience with financial and budget management 

• Ability to operate effectively in a fast-paced, evolving environment with a high degree of independence 

• Customer-focused mindset with strong professionalism, empathy, and service orientation 

• Strong problem-solving, critical thinking, and active listening skills 

• Advanced technical proficiency, including Microsoft Office and database management tools 

• Contact center experience, including script review and training, preferred