Virtual Operations Manager - EST

Overview

Join Amplity, the full-service go-to partner of biopharma companies that delivers flexible + specialized medical + commercial services. No matter where a drug is in its lifecycle, we scale with ease to maximize resources + improve impact for all our clients. Through strategic partnerships + deep therapeutic expertise, Amplity transforms how breakthrough treatments reach the people who need them.

The Operations Manager at all levels is responsible for building and preserving positive relationships with client, brand, marketing, and sales teams, assisting with generating new business, and identifying opportunities for growth while managing one or more of the following:

• Fulfillment vendors for email and direct mail
• Co-pay vendors for co-pay cards and vouchers
• Interactive voice response vendors
• Call center/contact center vendors
• Healthcare Professional Inside Sales and Service Initiatives

To succeed in this role, you should be an excellent communicator, able to work with all levels within the organization, able to build rapport with customers and service partners, comfortable with ambiguity, and demonstrate the ability to handle the pressures of a dynamic environment.

Essential Duties/Responsibilities:

• Manage the fulfillment requirements of multiple Consumer and HCP programs across several brands, including one-time mailings, RM programs and Adherence Programs
• Participate in and/ or facilitate face to face brand strategy, operations and Launch Management Team meetings for each program
• Effectively manage a P&L and budget
• Manage relationships, implementations, multiple vendors, operations, and post-launch responsibilities
• Develop and implement business rules for new business tactics with project execution team members (Brand, Operations Manager, Contact Center)
• Consult with Creative Agencies and Brand Team Members to implement templated assets and approved sizes of DM and EM for faster onboarding of new work streams
• Manage key project milestones to meet the overall campaign deliverables, including managing the submission of first use for MAP approval and FDA submissions
• Final Quality Assurance of production ready assets
• Manage asset inventory for all DM components

• Manage re-reviews for all DM and EM assets to ensure adherence with MAP approval and FDA submissions
• Establish, track and analyze fulfillment operations/ metrics to identify critical trends and implement needed process enhancements
• Ensure compliance with regulatory requirements and guidelines (including 48hr PI, OIG guidance, Vermont pricing and other state requirements)
• Manage the implementation of various patient benefit programs (copay and voucher cards), including developing the business rules and managing prefix assignments
• Develop key operational reports for fulfillment management to monitor performance and drive continuous process improvements
• Strategic partner to the Client's marketing team to design, develop and manage the consumer contact center channel supporting new product launches, line extensions, copay card programs, direct to consumer and relationship marketing campaigns
• Support multiple concurrent contact center brand programs, including Inside Sales and service programs
• Identify and document contact center requirements
• Develop CRM call guide/script, FAQs and relevant contact center assets and spearhead assets through the Material Approval Process (includes attending face-to-face MAP meetings)
• Develop phone tree strategies to ensure first call resolution and seamless call triage to key functions including drug safety, quality, patient services, MIC and patient assistance
• Development and management of program timelines, requirements, logistics and launch
• Develop and reconcile monthly call forecasts and budget
• Conduct User Acceptance Testing of call guides, IVRs, and other assets
• Develop and facilitate contact center training
• Quality Monitoring of 3rd party vendor call center
• Periodic site visits to 3rd party vendor call center for training, monitoring, focus groups and program launches
• Manage program escalations
• Analyze and manage program performance against KPIs
• Communicate program status, performance and insight reporting to…