Sr. Director, Client & Delivery Excellence

Company Description At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world, committed to delivering next‑generation commercialization services to the life sciences industry. With a global team of more than 7,000 employees, we support over 650 clients, from innovative biotech start‑ups to established pharmaceutical companies, and help bring innovative therapies to market. Job Description As a Client Success Leader, you will oversee one or more patient support programs, driving patient and client satisfaction and ensuring the highest level of patient outcomes, employee engagement, and customer satisfaction. You will maintain compliance with service commitments, contractual obligations, regulatory compliance, and quality measures. Essential Duties & Responsibilities Set clear direction with operational work plans and measure outcomes. Manage employee performance, workforce management, and other resources to ensure work is accomplished effectively. Maximize employee discretionary effort while maintaining high quality. Develop a pipeline of excellent talent to fill current and future business needs. Forecast program operations, monitor revenue, and ensure contractual adherence. Manage relationships with clients, vendors, and program partners. Participate in client and vendor request for proposal initiatives and selections. Plan, organize, and execute program strategies to run, grow, and improve the business with various projects, programs, and solutions. Strategy : Drive the strategic roadmap for patient affordability initiatives and optimize copay program performance. Collaboration : Partner with cross‑functional teams to mitigate impacts of programs on patient access and to address fraud, waste, and abuse (FWA). Lead the development and presentation of program updates to both client and internal leadership. Identify and execute opportunities for continual program and process improvements. Maintain knowledge of industry trends and regulations to ensure program compliance. Travel up to 20% (primarily to client sites/meetings/conferences). People Leadership Oversee your respective department and maintain productive client relationships. Lead cross‑functional collaboration and communication for efficient service delivery. Qualifications Minimum Knowledge, Skills and Abilities 10+ years of healthcare operations management experience; Patient Support Programs experience. Bachelor’s Degree in business or healthcare related field. Proven expertise in designing and executing strategic patient affordability and copay assistance programs. Strong focus on customer service and time‑management skills. Excellent written, verbal, and presentation communication skills with all levels of management. Experience with negotiation, conflict resolution, and employee development. Process improvement techniques and execution of end‑to‑end workflow enhancements. Adaptability to fast‑paced environments and independent decision‑making. Full list of previously listed responsibilities and relationship management skills. All other duties as assigned. Preferred Qualifications Advanced degree in business or healthcare. 10+ years of experience in patient/hub services, pharmacy services, or account management. Legal and Employment Information EVERSANA is an Equal Opportunity Employer. We celebrate diversity across all backgrounds and uphold inclusive hiring practices. By law, we provide reasonable accommodation for qualified applicants with disabilities. Compensation ranges for this position are USD 152,440 – USD 206,000 annually, based on experience, qualifications, and geographic location. Benefits information can be found at . #J-18808-Ljbffr EVERSANA