Director of Client Services

IQVIA; Durham (NC); On-site; USD 150,000 - 165,000; Full time

Job summary

IQVIA in Durham, NC seeks a Director, Client Services Programs to lead a high-performing, patient-centric program. This full-time role focuses on end-to-end operations, client partnerships, and program governance, with a strong emphasis on compliance, budgeting, and cross-functional leadership.

You will oversee budgeting, staffing, and performance management while driving continuous improvement and CRM/system updates in a fast-paced environment.

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 andmaintaincollaborative 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 technicalproficiency, including Microsoft Office and database management tools.
• Contact center experience, including script review and training, preferred.

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 teamsregardingprogram updates, processes, and priorities

Skills

Leadership

Program management

Healthcare industry knowledge

Communication

Analytical skills

Budget management

Customer focus

Education

Bachelor's degree

Tools

Microsoft Office

Database management

Job description

Director, Client Services Programs

Durham, NC

Full time

R1550425

We are seeking a Director to lead a high-performing, patient-centric client services program.

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 teamsregardingprogram 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 andmaintaincollaborative 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 tooperateeffectively 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 technicalproficiency, including Microsoft Office and database management tools

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

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

The potential base pay range for this role is $150,000 - $165,000 annually. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.

To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.

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