Senior Program Director, Client & Delivery Excellence

WCG Clinical, Inc.; Olympia (WA); On-site; USD 107,000 - 166,000; Full time

Benefits offered by this job

Health and financial protection

Work/life balance tools

Tuition reimbursement & continuing ed

Paid holidays and vacation

Career development opportunities

Job summary

WCG is seeking a Program Director to oversee major client relationships and governance, driving KPI development and ensuring seamless service delivery across our solutions. The role is accountable for program oversight, risk management, and cross-functional leadership to maximize client value.

You will lead planning, reporting, and executive communications, coordinate SLA governance, and collaborate with sales, operations, and sponsors to demonstrate ROI and strategic impact.

Qualifications

• 10+ years of program management experience with a proven record of successful delivery with customer impact.
• 5+ years of experience working on pharmaceutical industry projects requiring CFR Part 11 Compliance.
• 3+ years of experience in Account Management/Client Relationship Management.
• Background in Clinical Research and technology preferred.
• Excellent interpersonal & organizational skills and able to effectively communicate with cross-functional teams at all levels.
• Ability to lead through influencing and negotiating.
• Must be able to organize diverse activities in a changing fast-paced environment.
• Solid conflict resolution, problem solving, and decision-making skills.
• Strong aptitude for conceptual & critical thinking, project management and business awareness.
• Proven ability to work independently and as a team member.
• Proficient in developing plans & budgets, as well as, tracking, planning capacity and reporting.
• Proficient knowledge of Microsoft Office, specifically Word, Excel, Access and PowerPoint as well as Adobe, Visio and Microsoft Project and the ability to produce detailed reports and presentations using these tools.

Responsibilities

• Prepare annual operational plans, reports and executive briefs for our WCG customer programs.
• Plan, schedule and manage periodic client governance meetings as defined per client.
• Manage all Service Level Agreements (SLA’s), Governance Agreements, and required reporting for clients.
• Set objectives & goals for the program and track progress, setbacks, and overall performance.
• Manage relationship and communicate program status to client and WCG executive stakeholders.
• Responsible for the coordination and oversight of cross-functional staffed programs
• Maintain processes to ensure program documentation, reports and plans are relevant, accurate and complete.
• Provide strategic vision and strong leadership while directing WCG client programs.
• Assess and manage program risks while collaborating with operations to enact plans of action
• Track, record, compile and analyze program results and performance data.
• Provide strategic support to both sites and sponsors, serving as a liaison to ensure cross-functional performance and ROI to our customers.
• Attendance and punctuality are essential functions of the position.
• Support the sales team and operations throughout the sales and onboarding life cycles (i.e., presenting on sales calls, supporting deck preparation, liaising with sales to compile answers to client questions, etc.)
• Serve as a subject matter expert when called upon by the sales team.
• Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.

Skills

Leadership

Cross-functional collaboration

Negotiation

Communication

Organizational skills

Problem solving

Education

Bachelor’s degree preferred

PMP Certification a plus

Tools

Microsoft Word

Excel

Access

PowerPoint

Adobe

Visio

Microsoft Project

Job description

WCG is seeking a Program Director to oversee major client relationships and governance, driving KPI development and ensuring seamless service delivery across our solutions. The role is accountable for program oversight, risk management, and cross-functional leadership to maximize client value.

You will lead planning, reporting, and executive communications, coordinate SLA governance, and collaborate with sales, operations, and sponsors to demonstrate ROI and strategic impact.