The Associate Director, Program Management serves as the Implementation Lead for assigned Patient Access and Support Services (PASS) clients and programs. This role provides end-to-end accountability for complex implementations, ensuring cross-functional alignment across operations, technology, data, and technology teams. This role defines and validates program scope, plans, timelines, governance, and success metrics for complex, multi-phase implementations while driving operational readiness, technical integration, and continuous improvement.
Program Leadership & Accountability
· Serve as the single point of accountability for end-to-end implementations spanning operations, technology, data interfaces, and enablement.
· Define and validate program scope, plans, schedules, and success metrics for complex, multi-phase launches.
· Establish and maintain standardized implementation governance, including timeline management, risk identification, mitigation, and escalation.
· Manage project scope, delivery, and costs with minimal supervision; drive execution to completion while mentoring team members as appropriate.
Cross-Functional Coordination
· Lead strong cross-functional coordination across PASS Operations, Technical Services, Data & Integrations, Reporting, and Client Services teams to ensure alignment to SLAs and client expectations.
· Partner with internal stakeholders to secure sponsorship, align priorities, and ensure ownership for day-to-day delivery and issue resolution.
· Serve as the single point of contact for client’s Operational Enablement and Technical Services teams to streamline enterprise-level interactions.
Client & Stakeholder Management
· Act as the primary client-facing operational leader for implementations and ongoing delivery.
· Provide clear, timely client communication regarding PASS systems, operations, readiness, and delivery status.
· Manage issue escalation, decision alignment, and expectations across client and internal stakeholders.
People Leadership
· Provide direct people leadership for Implementation Managers and program-level resources, as applicable.
· Coach and develop team members to strengthen program management, client leadership, and technical delivery capabilities.
· Set clear performance expectations aligned to delivery standards, SLAs, and client outcomes.
· Drive accountability, performance management, and continuous improvement across implementation teams.
· Support capacity planning, workload balancing, and resourcing decisions to ensure scalable and sustainable delivery.
· Foster a culture of ownership, collaboration, and operational excellence.
Enablement & Continuous Improvement
· Develop and deploy scalable implementation processes, including SOPs, work instructions, project management tools, and technology adoption materials.
· Drive continuous improvement through structured issue management, data quality oversight, and reporting insights to identify trends and root causes.
· Support the development and implementation of innovative technology, reporting tools, and operational processes to improve productivity and client outcomes.
Change & Performance Management
· Identify impacts of change initiatives; build awareness and support across delivery teams.
· Evaluate program outcomes against defined success metrics and reengineer processes as needed to improve performance and scalability.
· Support special projects and additional initiatives assigned to deliver high-quality outcomes and customer value.
Qualifications
· Bachelor’s degree required (Computer Science, Business, Healthcare, or related field preferred) or equivalent experience.
· Minimum 3–5 years of experience in program management, implementation, account management, or operations leadership.
· Experience with pharmaceutical patient support, copay, and/or patient support programs preferred.
· Demonstrated operational excellence with strong problem-solving and critical-thinking capabilities.
· Strong business, financial, and people leadership skills.
· Exceptional written and verbal communication, presentation, and stakeholder management skills.
· Ability to travel periodically to IQVIA headquarters and client locations.
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The potential base pay range for this role is $135,000-$195,000 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.
