Senior Director, Client Delivery Operations

Indegene Inc.; Northern (KY); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Indegene Inc. seeks a Senior role leader to own the infrastructure behind media execution and governance, scaling processes to support rapid growth. You will lead delivery operations, QA frameworks, and vendor management across finance and client teams, ensuring disciplined, scalable performance.

You will drive strategic planning and play a pivotal role in new business support, pricing alignment, and onboarding of new client wins as part of a high-impact media operations function.

Qualifications

• Strong documentation instincts and governance experience.
• Proven ability to lead cross-functional teams across finance and client services.
• Extensive background in media delivery operations and vendor management.

Responsibilities

• Media Delivery & Operations: manage media platform and workflow; drive adoption.
• QA framework: structure recurring workflows, QA and naming standards, reporting accuracy.
• Vendor management: define SLAs, escalation, and accountability with partners.
• Root-cause analysis: investigate delivery failures and implement lasting fixes.
• Finance liaison: media budget reconciliation and spend governance.
• Prioritization framework: protect time for strategic initiatives.

Skills

Cross-functional collaboration

Documentation skills

Strategic thinking

Tools

Google Campaign Manager

Flashtalking

Google Analytics

Media Ocean/Basis

Job description

Job Description

We are a technology-led healthcare solutions provider. We are driven by our purpose to enable healthcare organizations to be future-ready. We offer accelerated, global growth opportunities for talent that’s bold, industrious, and nimble. With Indegene, you gain a unique career experience that celebrates entrepreneurship and is guided by passion, innovation, collaboration, and empathy. To explore exciting opportunities at the convergence of healthcare and technology, check out www.careers.indegene.com
Looking to jump-start your career?

We understand how important the first few years of your career are, which create the foundation of your entire professional journey. At Indegene, we promise you a differentiated career experience. You will not only work at the exciting intersection of healthcare and technology but also will be mentored by some of the most brilliant minds in the industry. We are offering a global fast-track career where you can grow along with Indegene’s high-speed growth.

We are purpose-driven. We enable healthcare organizations to be future ready and our customer obsession is our driving force. We ensure that our customers achieve what they truly want. We are bold in our actions, nimble in our decision-making, and industrious in the way we work.

About the Role

As Addressable Health scales, our delivery quality, tools, and operating discipline are scaling as well. The Sr. Director, Client Delivery Operations will own the infrastructure and process behind great media execution – standing up the systems, checkpoints, and governance needed to grow. In addition, this role will support the overall media team/accounts as it relates to strategy, planning and new business

Must Have

The Sr. Director, Client Delivery Operations will focus on several critical areas:

• Operational Infrastructure: Implement / enhance the tools, processes, and workflows that let the organization quickly and safely scale (e.g., media management platform, DCM).
• Delivery Quality: Own and continue to build the framework and safeties that catch vendor and campaign delivery issues early — before they become client-facing problems.
• Governance: Bring discipline to how opportunities get sequenced, so strategic work has protected time and doesn't get bumped by the problem of the day.

The ideal candidate has 10+ years of media agency experience, including meaningful time at a large or full-service agency with hands on experience building capabilities and processes. Strong documentation instincts, vendor and client management rigor, and comfort operating cross-functionally with Finance and client teams are essential.

Primary Responsibilities

Media Delivery & Operations

• Accountable for Addressable Health’s media management platform and workflow — including continual improvement and driving team adoption.
• Own and continue to refine/document a structured QA framework and core operating procedures for recurring workflows; inclusive of but not limited to:
  • Trafficking, pacing, targeting fidelity, PLD/Naming standards and reporting accuracy.
• Own and operationalize vendor management practices - performance standards, escalation protocols, and clear delivery Service Level Agreements (SLAs), and hold partners accountable to them.
• Own root-cause review on delivery failures and convert findings into permanent process fixes rather than one-off saves.
• Liaise with Finance on media budget reconciliation, vendor billing accuracy, spend governance, and monthly close.
• Build a prioritization and intake framework so strategic initiatives have protected time and/or address root causes of day-to-day fires that displace times on strategic initiatives.

Media Planning and Strategy

• Contribute to omnichannel media strategy and planning approach, ensuring recommendations are grounded in data and executable at our scale.
• Provide senior oversight across client accounts — reviewing plans, budgets, and performance at a portfolio level, stepping into client conversations at key moments, and ensuring strategic quality and consistency across the book of business.
• Partner with functional leads to envision and pilot new capabilities

New Business Support

• Build a repeatable process for efficient pitching, from solution development, team coordination, and proposal assets — capabilities narrative, process diagrams, QA and delivery methodology — so each pursuit is as efficient & high impact as possible.
• Serve as operations lead on new business pursuits — scoping delivery approach, staffing model, timelines, and platform requirements for RFP responses.
• Partner with Head of Media on pricing, level of effort, & feasibility assessments for prospective client programs.
• Lead operational onboarding of new client wins, from SOW handoff through first campaign launch.

Good to have

Qualifications

Key Characteristics:

• Highly organized with great attention to detail
• Builder mentality — energized by creating structure where none exists
• Manages multiple priorities and competing demands without losing sight of what matters most
• Entrepreneurial, troubleshooter & problem solver
• Strong documentation instincts — leaves behind systems, not tribal knowledge

Qualifications & Experience:

• 10+ years in media agency, including meaningful time at a large/full-service or holding-company agency
• Track record building or significantly maturing media delivery functions: process design, QA systems, tool/system implementation, vendor management
• Experience selecting and implementing media management or workflow platforms
• Platform experience: Google Campaign Manager, Flashtalking, Google Analytics, and Media Ocean/Basis
• Strong vendor/partner management background, ideally including data or targeting vendor evaluation
• Experience building prioritization or governance frameworks in a fast-scaling or previously under-resourced environment
• Comfortable operating cross-functionally with finance, strategy, technology, and client-facing teams
• Pharma media experience required

EQUAL OPPORTUNITY

Indegene is proud to be an Equal Employment Employer and is committed to the culture of Inclusion and Diversity. We do not discriminate on the basis of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical ability, or any other characteristics. All employment decisions, from hiring to separation, will be based on business requirements, the candidate’s merit and qualification. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristics.