Senior Director, Customer Experience

Are you looking to make a difference in a patient’s life? At AmerisourceBergen, you will find an innovative and collaborative culture that is patient focused and dedicated to making a difference. As an organization, we are united in our responsibility to create healthier futures. Join us and Apply today!

What you will be doing

The Senior Director, Customer Experience is a critical senior leadership position reporting to the Vice President Client Specialty Service. The Senior Director is integral in shaping and implementing strategic direction for Innomar Specialty Service Patient Support Programs in collaboration with leaders across the Innomar Integrated model. The Senior Director, as part of a talented team, will focus on enhancement of service offerings to drive optimal experience, outcomes and value for patients, healthcare providers, manufacturers, payers and all other stakeholders. The Senior Director will provide exceptional people and process leadership resulting in efficient high quality service delivery that continually develops talent in a highly engaging work environment. The Senior Director plays a key role in assessing, attaining and implementing strategic business growth opportunities in a competitive environment.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Lead establishment of a Governance model (way of working) and its implementation with each client
• Directly responsible for the enterprise strategy of multiple programs and client portfolios
• Provide strategic direction and recommendations for Specialty Services to further enhance existing programs services
• Collaborate with Program Operations team to ensure best in class operational program delivery
• Develop relationships with extended client leads to effectively understand client business objectives and needs
• Responsible for Innomar’s performance delivery with each client (KPIs/clients)
• Establish/assign appropriate account management and internal governance implementation
• Lead internal cross-functional team to create internal alignment behind each client experience with Innomar
• Support NBD for RFP for existing clients
• Provide direction, support and recommendations to the lead team
• Responsible for Talent Management, Motivating Teams and Career Development Strategies
• Responsible for a large operational budget

What your background should look like

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Knowledge of full service Patient Support Programs/call center programs is an asset
• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four year bachelors degree program or equivalent combination of experience and education; normally requires a minimum of ten (10) years of experience
• Project and operational management expertise
• Requires a minimum of ten (10) years managerial experience leading teams
• Dynamic leader who can energize multidiscipline work teams to learn and apply new skills and /or techniques to respond to the business needs
• Ability to assess complex external clients and develop comprehensive strategic approach
• Knowledge of Canadian reimbursement environment and patient assistance programs
• Experience in pharmaceuticals/biotech industry is an asset
• Ability to understand the direction, trends and strategic business impact on key client initiatives
• Demonstrated change management leadership
• Ability to resolve associate issues effectively and efficiently

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Critical thinking skills, creative and innovative solutions to internal or external client needs
• Good Analytical, conceptual and problem solving skills with demonstrated track record in new concept development for various projects
• The ability to manage multiple tasks along a parallel process
• Abilities to lead and perform in a matrix structure environment.
• Strong Decision making capabilities
• Ability to interpret financial data and manage a budget
• Ability to proficiently use computer and good knowledge of Microsoft Office
• Ability to communicate effectively both orally and in writing and in both French and English
• Strategic thinker with long term planning experience
• Strong customer/client relationship background
• Strong organization agility, be able to manage team through change and lead by example
• Strong industry and company business knowledge
• Possess strong interpersonal and leadership skills, be able to develop and grow talent
• Strong business acumen competency

What AmerisourceBergen offers

We offer a competitive total rewards package which includes benefits and compensation. Our commitment to our eligible population of team members includes benefit programs that are comprehensive, affordable, diverse, and designed to meet the needs of our team members’ and their families. Some of these programs include paid time off including paid parental leave, access to retirement savings vehicles, medical, dental, vision, and life insurance options, an employee stock purchase program, and other financial, health, and well-being focused benefits.

Because we take a balanced, global approach to our benefits, benefit offerings may vary by location, position, and/or business unit. Some benefits are company-paid, while others are available through team member contributions. For details visit https://www.virtualfairhub.com/amerisourcebergen.

Schedule

Full time

Affiliated Companies:

Affiliated Companies: Innomar Strategies

Equal Employment Opportunity

AmerisourceBergen is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

AmerisourceBergen is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

COVID-19 Vaccine Policy

As of October 18, 2021, AmerisourceBergen requires all Canadian team members to be fully vaccinated and show proof of completed vaccine status at time of hire. If you cannot receive the COVID-19 vaccine due to a qualifying medical condition or sincerely held religious belief you will be required to follow AmerisourceBergen’s policy and process to apply for an exemption/accommodation.

Accessibility Policy

AmerisourceBergen is committed to fair and accessible employment practices. When requested, AmerisourceBergen will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.