Senior Ambassador Manager Williamsburg, VA

The Ambassador Services positions are vital to the core business of Snow, especially regarding the Patient Ambassador® Program. The Ambassador Management Team is responsible for all Ambassador and patient/caregiver relations. All positions within the Ambassador Management Team must work in a fast-paced environment, meet deadlines, and multitask. The Senior Ambassador Director position is responsible for the direct management of the Ambassador Management Team, including the training and supervision of Ambassador Managers and Senior Ambassador Managers.

The Senior Ambassador Director position requires coordination with various internal departments, including the Mentor Program Team, coaches, Account Team, Programs Team, Recruitment Team, and Creative Team, as well as Ambassadors, to maintain a productive work environment. The Senior Ambassador Director is responsible for overseeing all Ambassador-related functions managed by the team, ensuring the process is followed and the highest level of customer service is provided.

All Directors (Ambassador Services Support Team and Ambassador Management) are responsible for working in lockstep to ensure the success of the Ambassador Services Team. This includes providing staffing recommendations, process development and updates, training, and day-to-day management of a large team. It is imperative that the Senior Ambassador Director be familiar with all aspects of the Ambassador Services Team and be able to provide guidance on any role.

Snow’s business is centered around the patient and caregiver journey, and the Senior Ambassador Director, like all positions at Snow, must be open, compassionate, and sensitive to the unique life experiences of these patients and caregivers. The Senior Ambassador Director must be able to incorporate the unique patient/caregiver experience into the strategies and solutions we provide to our clients.

The core of our business is working with patients. It is most likely that you will encounter personally identifiable information (PII) and personal health information (PHI) of patients living with chronic illnesses. The Senior Ambassador Director will be required to successfully complete and adhere to training courses which may include, but are not limited to:

• Snow Policies and Procedures
• Health Insurance Portability and Accountability Act (HIPAA) requirements such as the Privacy Rule, the Security Rule, and Sunshine Act reporting
• Adverse Event (AE) Reporting
• Privacy and Data Security
• The promotional requirements for pharmaceuticals under the FDA and FTC and other applicable federal or state regulations

General:

• Provide direct day-to-day supervision of Ambassador Management Team
• Adhere to standard processes, demonstrate strong communication skills, and maintain excellent attention to detail
• Demonstrate a complete understanding of all roles within the Ambassador Services Team and provide guidance on all aspects of those roles
• Responsible for the development of the employee Career Development Worksheet and corresponding bimonthly discussions
• Gauge workload of each team member
• Provide guidance, advice, and oversight of the Ambassador Services Team for conflicts and difficult situations
• Offer strategic direction to larger Ambassador Services Team
• Consult with various Account Teams on their Ambassador Program needs
• Communicate directly with Account Vice Presidents
• Proactively identify areas for enhancement within the Ambassador Services Team
• Act as a relationship expert for the Ambassador Services Team
• Assist in creating, reviewing, and submitting Standard Operating Procedures for the Ambassador Services Team
• Assist in staffing decisions and organizational shifts
• Offer training/education to the rest of the team on new or existing processes

Relationship Building:

• Oversee Ambassador relationships to ensure the highest level of customer service is being provided
• Provide solutions for problem-solving with professionalism
• Demonstrate empathy and compassion in all communications and provide necessary coaching to the team
• Provide oversight of Ambassador speaking engagements while ensuring that all…