Client Programs Lead — Strategy, Delivery & Compliance

S27a; Northern (KY); Hybrid; USD 34,000 - 50,000; Full time

Job summary

CareTria is seeking a Client Services Program Lead to manage a base of clients, acting as the primary contact for ongoing business and collaborating with the Account Manager on implementations.

The role focuses on executing client programs, ensuring PDMA compliance, and coordinating with internal departments to deliver high-quality solutions while maintaining strong client relationships. The position requires 2–4 years in customer service and proficiency in MS Office.

Qualifications

• Associate’s or Bachelor’s degree preferred; equivalent certificate training and/or experience may be considered.
• Approximately two to four years’ experience in a customer service environment with demonstrated ability to lead projects with minimal oversight.

Responsibilities

• Serve as a liaison between the client and internal departments to transform the client’s business needs into actionable instructions.
• Collaborate with Knipper departments (Contact Center, Centralized Team, Mail Center, Operations) to complete programs and setups.
• Execute new and existing programs to completion and at expected level of quality.
• Review business rules and trackers to identify and correct gaps in programs.
• Review dashboards, reports and file uploads for trends and performance.
• Assist Account Manager in creating client business review presentations.
• Prepare work orders and review work orders prepared by team members.
• Respond to client escalations and elevate to management as needed.
• Manage change controls, system tickets and scorecards; track statuses.
• For Sample Accountability, monitor sampling activities and regulatory compliance.
• Respond to inquiries via phone, voicemail and email from client and stakeholders.
• Research and provide recommendations to resolve business and system challenges.
• Escalate issues and support monthly invoicing with Finance to resolve billing discrepancies.

Skills

MS Outlook

MS Word

PowerPoint

Microsoft Excel

Education

Associate’s degree

Bachelor’s degree

Job description

CareTria is seeking a Client Services Program Lead to manage a base of clients, acting as the primary contact for ongoing business and collaborating with the Account Manager on implementations.

The role focuses on executing client programs, ensuring PDMA compliance, and coordinating with internal departments to deliver high-quality solutions while maintaining strong client relationships. The position requires 2–4 years in customer service and proficiency in MS Office.