Job Purpose:
Under the general supervision of a Vice President of Operations, the Program Director is a strategic, client facing, results-driven, and innovative operations leader. The role is accountable for customer relationships, end-to-end program delivery, and driving profitable growth. The Program Director is responsible for the management of multiple client program teams of varying size and complexity; monitoring their performance for profitability, client satisfaction, on-time delivery, and quality; and identifying and implementing changes as necessary in support of business goals.
The Program Director supports the development of functional business strategy by providing insights, analysis and guidance related to current and anticipated future state of programs. The role may develop, implement, and follow through on approved action plans to achieve strategic objectives and coordinate corrective measures where appropriate.
About Linguistic Validation
Linguistic Validation (LV) is a specialized business unit within RWS Regulated Industries that focuses on the translation, validation, licensing, and electronic implementation of Clinical Outcome Assessments (COAs). COAs are questionnaires completed during clinical trials which allow sponsors to collect data about treatment effectiveness, side effects, and health status directly from patients and caregivers.
The LV Team is over 20 years of experience in the COA field, positioning us as the industry leader. Our team performs a wide variety of functions in addition to translation, including recruitment and interviewing of patients around the world, development of novel research for presentation and publication, expertise in licensing and copyrights, and management of electronic implementation of COAs (eCOA) in over 80 languages.
For more information, visit: RWS
Job Overview:
Key Responsibilities
1. Engages with customers as senior operational leader.
2. Analyzes and evaluates customer business issues and leads teams to execute defined solutions across all service offerings.
3. Is accountable for increasing organic program revenue, managing margin and other KPIs.
4. Collaborates with operations leadership to ensure customer satisfaction and implements continual process improvement, measurement/benchmarking, and automation across all lines of service delivery.
5. Records, analyzes, and evaluates the performance of delivery teams and external suppliers to achieve high levels of customer satisfaction, quality, and profitability.
6. Is responsible for the analysis, evaluation and generation of operational revenue forecast and partners with sales team on the evaluation and generation of sales forecast.
7. Provides support as a key interface with clients at the last stage of the sales cycle; provides thought leadership for solution generation; drives transition and onboarding of new clients as appropriate.
8. Serves as overall escalation point for assigned customer