LiveOps Inc.

  • Ambassador Program Director

    Job Locations US-AZ-Scottsdale
    ID
    2018-1157
    Talent Acquisition Demand
    1
    Category
    Operations
  • Overview

    The Ambassador Program Director is responsible for overall operations and operational performance, for the Ambassador program externally and internally. Responsible for management and coordination of various support functions and activities for the Ambassador Resource Center. Develop, initiate and pull-through training and performance strategies and enhance execution to maximize ROI. This position will report to Liveops account leadership, and will work with Patient Services, Training, Medical, Regulatory, Legal, and be a strong partner to the client Senior leadership. He/she will work cross-functionally to create, implement and optimize all necessary support initiatives, identify opportunities, create and implement strategies and leverage all necessary tools and programs to optimize Ambassador Program’s opportunities.

    Responsibilities

    • Manages and coordinates operations through policies and procedures, ensuring customer satisfaction, optimizing costs and maintaining budget.
    • Responsible for the development, implementation and management of call center related initiatives that impact client and patient results/experience
    • Develops, implements and oversees activities related to call center development.
    • Initiate, design and implement process improvement initiatives and analysis, department business development and annual satisfaction initiative.
    • Manages all service related initiatives including identification of business need, strategy recommendation and project outline.
    • Develops and articulates effective performance strategies that are impactful, executable, easily communicated, and financially supported for areas of responsibility (product/indication/channel).
    • Possesses a broad understanding of overall client business, structure, and priorities and proactively set plans to meet evolving business needs.
    • Leverages critical thinking/ problem-solving skills to devise innovative solutions.
    • Proactively utilizes advanced creative and problem-solving skills to develop best practices for function.
    • Possesses strong communication and presentation skills to lead collaborative efforts
    • Demonstrates the ability to deliver complex information in ways that are easily understood.
    • Manages a diverse workload, multiple demands and competing priorities within the business environment.
    • Adheres to Liveops and client corporate, divisional and departmental Operating Procedures and guidelines.
    • Meets regularly with key stakeholders, executive sponsors, and working team members to ensure program oversight, maintain timeline & budget, and disseminate project status information on a routine basis.
    • Creates high-impact promotional material that supports strategic objectives.
    • Coordinates logistics for internal and external resources to ensure time efficiency and to meet internal client needs (e. g., program timelines).
    • Consistently communicates timely and accurate information and progress across functional teams to prioritize projects, meet project timelines and exceed quality standards.
    • Effectively manages projects and people to deliver high-quality work product in a timely fashion (meets deadlines).
    • Uses appropriate data sources to evaluate effectiveness of promotion (ROI/share impact analysis) and develop business strategy.

    Financial/Client Management:

    • Assists in managing program budget, including development of business and financial justification for key tactics.
    • Maintains ongoing communication with customers/vendors to ensure that project timelines, budget deliverables and project changes are aligned with expectations and business needs.
    • Coordinate with Commercial Analysis to evaluate utilization trends and identify future challenges and opportunities; develop strategies to leverage opportunities and overcome future challenges

    Leadership:

    • Exhibits good business judgment and makes sound decisions within the scope of assigned projects.
    • Effectively utilize all available resources, either within or outside of direct span of control, to manage diverse workload, maximize productivity and encourage innovation.

    Qualifications

    • B. A./B. S./Business, Communications, or related field
    • Proven experience in operational delivery
    • 3+ years of experience in pharmaceutical industry or related field.
    • Proven leadership competencies to include setting vision and strategy, building teams, knowing the business, driving for results, and encouraging open exchange of ideas and knowledge.
    • Strong, proven experience across multiple functions including customer service in fast-paced, service/team environment (call center, customer service, marketing services)
    • A highly motivated change agent that drives business-focused solutions.
    • Strong written, verbal and presentation skills with the ability to distill highly complex requirements into compelling business objectives.
    • Strong problem-solving abilities in complex, compliance regulated department.

    About this role

    • Reports to Senior leadership within Liveops
    • Works with senior management across Marketing, Medical, Regulatory, Legal Regulatory, Corporate, Quality, other client functions
    • Indirectly manages large, cross-functional teams.
    • Ensures compliance with external and internal guidelines

     

    About Liveops:

     

    Liveops delivers an on-demand skilled workforce of onshore virtual agents for customer service and sales. With no call center, overhead or wasted idle time, our pay-per-use model scales to meet seasonal or time of day spikes in demand.

     

    More than 400 organizations across service industries including retail, health care, insurance and telecom trust Liveops to deliver an enterprise-grade workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers.

     

    Liveops offers a culture of teamwork, passion and fun!  We offer outstanding benefits including insurance, 401k match, and a generous PTO plan.

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