Program Operations Lead

Job Description

Integrated Program Operations Lead

VML Health · Reports to Head of Delivery, VML Health

About the Role

VML Health is looking for an Integrated Program Operations Lead to change how Medical Communications work for for a major global Pharma client gets requested, produced and delivered, and to make sure that change sticks. The role spans the major global Pharma client partnership, including work with associated partners where it falls within integrated programs, starting with Medical Communications.

This is a hands-on program operational role. You'll own how our teams work, not only advise on it. You'll standardize how production supports Medcomms, embed AI into everyday workflows, and work with Medical Sci leadership to build an intake process that improves the briefs coming to us and the work their teams do on their own.

What You'll Do

Standardize production engagement

• Define how and when Medcomms teams engage production, both as an in-house resource and directly with the client.
• Integrate in-house and outsourced production partners into one consistent workflow, with clear handoffs, owners and timelines.
• Make sure production capacity is planned, visible and used where it adds the most value.

Build client intake with Medical Communications

• Partner with Medical Affairs and MedComms to design an intake process that teams want to use and that gives the people doing the work complete, usable briefs.
• Work alongside the client's existing request hub, closing the gaps it leaves rather than adding another system for brands to resist.
• Design and run a transition period so that adoption doesn't disrupt work in flight.

Embed AI into standard ways of working

• Help teams understand which AI tools are available and approved, and get comfortable using them in real work.
• Find where new tools or automation would cut cycle time or effort across planning, content development, MLR preparation and production.
• Build AI use into standard processes so it's part of how work gets done, not a side experiment.

Measure and make it visible

• Set up simple, consistent quantifiable measurement of volume, turnaround time, quality and rework.
• Give internal and external leadership clear visibility into performance metrics, as well as how we work and where we're improving efficiency.
• Report progress, risks and wins

Own the change

• Evaluate end to end project workflows and process to understand the requirements of the work, and create efficient solutions to improve project delivery performance. Set and change processes, roles and handoffs across the Medcomms team.
• Identify areas for streamlining across both tools and internal workflows.
• Run training, working sessions and the follow-through needed for new ways of working to stick.

What You Bring

Required

• 10+ years in pharma marketing, medical communications, marketing operations or a related field.
• Hands-on MLR / medical-legal-regulatory review experience.
• Experience integrating production teams, including outsourced or offshore partners, into agency or brand workflows.
• Working knowledge of workflow and project management systems such as Monday.com, Smartsheets, JIRA, Workfront and of how to get teams to use them consistently.
• A track record of making operational change stick, not only designing it.
• Comfort working directly with senior client stakeholders in Medical and Procurement.
• Ability to view problems in context at the system and organizational level, and align solutions with the strategic direction of our clients and company.
• Strong interpersonal skills and able to resolve conflict with productive outcomes.
• Experience in running or working with agile teams.

Preferred

• Medical Affairs or medical communications experience (congresses, symposia, publications, medical education).
• Experience introducing AI tools into content or production workflows.
• Experience in a large agency network or matrixed client relationship.