Senior Program Management Lead | Pharma & Client Programs

EVERSANA; Missouri; On-site; USD 85,000 - 120,000; Full time

Job summary

EVERSANA seeks a Program Management Lead to serve as a subject matter expert and train the team, handling escalations and aligning with program goals. You will work with the supervisory team to ensure KPIs are met and participate in special projects.

The role emphasizes on-the-job training, client communication, and adherence to SOPs, with opportunities to contribute to process improvements and cross-functional collaboration.

Qualifications

• High School Diploma or GED and 6 years of experience or Associates Degree and 4 years of experience.
• Experience above to include 2 years of call center/operations experience in a pharma or payer setting
• Experience to include 2 years of EVERSANA experience

Responsibilities

• Act as SME providing leadership support according to business rules of assigned program.
• Provide on-the-job training to new and existing team members in partnership.
• Resolve escalated customer issues.
• Assist with agent task assignment in Supervisor’s absence.
• Other tasks and projects as assigned.
• Manage regular communication with the client dependent on program.
• Ensure adherence and compliance to program SOPs and business rules, policies and procedures.
• Assist in developing work processes, SOPs, and training materials.
• Measure and maintain performance against standards.
• Assist IT with testing of program enhancements.
• Focus on results in a professional, ethical, and responsible manner when dealing with customers, vendors, team members, and others
• Accept being accountable and responsible in work practices and expectations. Delivers what is promised
• Foster a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency
• Uses innovative critical and creative thinking to evaluate and solve work and customer issues.
• Seeks assistance in solving work problems through collaboration and information seeking
• Excellent attendance
• Ability to effectively coach and develop associates with influence

Skills

Communication skills

Call center operations

Pharma knowledge

Training skills

Customer focus

Pharmacy technician registration

Microsoft Word

Excel

PowerPoint

Education

High School Diploma or GED

Associate's Degree

Job description

EVERSANA seeks a Program Management Lead to serve as a subject matter expert and train the team, handling escalations and aligning with program goals. You will work with the supervisory team to ensure KPIs are met and participate in special projects.

The role emphasizes on-the-job training, client communication, and adherence to SOPs, with opportunities to contribute to process improvements and cross-functional collaboration.