Director/Senior Director - Clinical Trial Contact Center Operations

Oversees daily operational excellence for area of responsibility and/or assigned projects.  Mentors and supports Associate Directors, Directors and other members of their project teams.  Collaborates cross functionally with other departments to meet overall business objectives and provide strategic input to new services.  Provides global strategic direction, leadership and management across multiple clinical trial contact center support programs. Ensures existing clients are more than satisfied by seeking excellence in delivering high quality, value-added services to PPD Medical Communications' clients. Ensures execution of deliverables meet time, quality and cost expectations.

Directs the division and cultivates a supportive, motivating and collaborative work environment and also builds an effective and productive team focused on overall corporate objectives.

• Ensures projects are properly resourced, managed, and executed and develops verifiable project goals for Associate Directors.
• Oversees and/or coordinates new project implementation.  Works closely with client contact(s) and internal clinical/project delivery teams during project implementation and develops working rapport.  Maintains a working client relationship and internal matrix relationship with open lines of communication for the life of the project.
• Collaborates closely with Business Development in the areas of proposals/contracts, client presentations, and maintains client relationships.
• Partners with bidding team and other internal teams to build proposal strategy and operational offering for clinical trial contact center to meet client needs
• Helps progress clinical trial contact center services strategy and new offerings
• Oversees salary administration, performance management, conflict resolution, recruiting, and mentoring for Directors, Associate Directors and other direct reports.
• Ensures quality objectives are met and oversees audit preparedness, appropriate response to internal and external audits, addressing and correcting of audit findings; responding to client feedback; and development of and compliance with SOP's.
• Manages overall budget activity for divisional area(s): ensures profitability for divisional area(s); tracks projects' success in achieving financial targets; determines the resource needs and ensures correct revenue forecast.
• Drives a culture of immediate action and proactive escalation.

Education and Experience:

• Previous experience that provides the knowledge, skills, and abilities to perform the job (SD: comparable to 15+ years; D: 12+ years).
• SD: 7+ years of management responsibility/D: 5+ years of management
• Advanced leadership skills
• Education may be substituted in lieu of some years of experience for advanced degrees such as Pharm.D, Ph.D. MS and MD
• In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.
• Significant (SD) clinical research experience across the study life cycle

Knowledge, Skills and Abilities:

• Thorough knowledge of budgeting and forecasting
• Excellent leadership skills
• Strong attention to detail and organizational skills
• Effective verbal and written communication skills
• Excellent problem solving and analytical skills
• Excellent time management skills
• Basic computer skills including Microsoft Office and multi-tasking skills
• Excellent interpersonal and conflict resolution skills
• Strong decision making skills
• Ability to coach and mentor staff
• Ability to work in a team environment and/or independently as needed
• Matrix leadership and collaboration
• Strong business acumen

General Office Based

PPD values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive.  Below is listed the working environment/requirements for this role:

• Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.
• Able to work upright and stationary for typical working hours.
• Ability to use and learn standard office equipment and technology with proficiency.
• Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.
• May require travel.  (Recruiter will provide more details.)