Manager, Support Services Operations
The Manager, Support Services Operations, will be responsible for working with an external call center vendor that executes services related to VIVITROL product fulfillment, treatment site coordination and patient support. This person will be responsible for implementing program enhancements, responding to daily customer issues and serving as a point of contact for Alkermes field teams and the external vendor.
Managing timelines and completion of projects related to program operations technology, fulfillment
communication, program metrics and performance management.
Supporting day-to-day operations management of an external call center vendor, including resolution of and follow up on customer issues.
Working closely with the vendor’s management team to establish processes, workflows, training, external fulfillment communication and reports.
Identifying opportunities to use program data to conduct analyses on program performance and market trends.
Working with field sales, managed markets and trade teams to capture program feedback in order to improve fulfillment services offered.
Education and Experience
Bachelor’s degree required.
Minimum of 5 years of experience working in the pharmaceutical industry, preferably with injectable or specialty products.
Experience working in a role involving pharmaceutical commercial program management, services, patient access, distribution or marketing.
Experience with programs involving patient support services, patient education and/or patient adherence is a plus.
Understanding of compliant manufacturer practices surrounding promotion, product distribution, reimbursement support and patient assistance.
Excellent analytical and problem solving skills.
Excellent verbal and written communication skills.
Strong project management skills.
Understanding of the current healthcare landscape related patient access to pharmaceutical products.
Ability to work collaboratively with cross-functional teams.
Ability to manage 30% domestic travel.
Proficient in Microsoft Excel, Word, Visio and PowerPoint.
Alkermes, Inc. is an equal employment opportunity employer and does not discriminate against any applicant because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, disability, genetic information, veteran status, military status, application for military service or any other class protected by state or federal law.