Head of Virtual Site Operations

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

The Head of Virtual Trial Site Operations role is responsible for the leadership and oversight of the entire Global Virtual Trial Site Operations team (VT Operations Managers, Virtual Study Coordinators and Study Concierge) ensuring consistent virtual trial support operations on all fully virtual and hybrid virtual studies.  

Intimate familiarity with all core components of clinical study delivery and oversight at IQVIA including clinical operations, site management, study planning and kick off, site start-up, monitoring, data collection and source documentation, global site operations best practices and delivery technology in a virtual delivery model.   VTS Support services (VSCs and Concierge) play a critical role in managing the patient and site support on virtual trials, including but not limited to study visits, investigator site file, study data collection, participant engagement, study milestone achievement, customer engagement and all supporting study functions.   

JOB OVERVIEW
Job Profile Summary    Responsible for overseeing the virtual trials site operations team (Virtual Study Coordinators and Study Concierge) supporting IQVIA virtual trial study delivery.  This role will ensure the site operations teams are meeting project goals and timelines, maintaining quality and adhering to GCP and all project specific SOPs/WI/Project Instructions and training.   This role will also lead and develop the global support hubs required for the virtual trial site team. Accountable for oversight of virtual trial solutions site operations staffing, hiring, onboarding and globalization efforts and process development.

Responsibilities
     Essential Functions
•    Oversight of all virtual trial site operations (VT ops managers, VSCs, and Concierge) activities and team management of complex studies or programs of studies
•    Recruits, mentors and coaches Managers of VSCs and Concierge.  Manage staff in accordance with organization’s policies and applicable regulations. Responsibilities include planning, assigning, and directing work; appraising performance and guiding professional development; rewarding and disciplining employees; addressing employee relations issues and resolving problems. Approve actions on human resources matters.
•    Resources planning to ensure studies are appropriately resourced with high quality VSCs and Concierge.  Work with individual staff to make sure all project deliverables are completed as per the contract, to achieve quality deliverables on time and within budget and in accordance with SOPs, policies and practices. As their first point of contact, provide effective and timely consultation/guidance to employees on issue resolution.
•    Ensures VTS site operations team are delivering studies in accordance with customer expectations for quality, timeline, milestones and performance metrics. Coach and mentor employees around processes and project actions as related to sites and patients.  Support problem solving to ensure global alignment of work practices across the team through the adoption and use of all process and technology tools and improvements by employees.
•    Support the development and coordination with the IQVIA GPSS and TSL team on patient and site recruitment and engagement strategies as they pertain to Virtual Trials.
•    Primary escalation points for customers in cases of Virtual Trial Site Operations delivery issues (ie: patient and site support issues on Virtual Trials).  Work with individual staff to identify any quality issues within the study and provide coaching on resolution of issues, including implementation of corrective and preventative action plans and escalation.
•    Support for customer proposal development, pricing and customer bid defense meetings.    Provide consultation to clients as required
•    Review metrics and ensure required updates are made in IQVIA systems to ensure accurate and timely reporting is available to senior management.
•    Lead and/or actively participate in corporate initiatives; act as a departmental cross-functional liaison and/or change agent; provide technical expertise and project management experience.

•    Act as liaison point with other groups within IQVIA as required

MINIMUM REQUIRED EDUCATION AND EXPERIENCE
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience
Typically requires 10 years of prior relevant clinical development experience

Knowledge
Requires intermediate level knowledge of principles, theories, and concepts of a job area, typically obtained through advanced education combined with experience.  

Education

Bachelor's Degree/Life sciences or related field required         

Additional Work Experience   
Experience working in a leadership capacity or management capacity with IQVIA
15 years’ clinical research experience including 10 years’ leadership experience, multi-regional and global focus or
Direct experience in site operations and/or call center support on complex clinical trials and
Equivalent combination of education, training and experience.           

Skills and Abilities
Excellent communication and interpersonal skills, including good command of English language        
Organization-Strong planning and organizational skills.
Demonstrated learning agility and openness to learning and keeping own knowledge and skill set current and evolving
Strong understanding of other IQVIA functions

Results oriented    

Demonstrated ability to deliver results to the appropriate quality and timeline metrics – detailed oriented approach.  Strong problem-solving skills and ability to handle conflicting priorities        
Knowledge of clinical trials    In depth knowledge of, and skill in applying, applicable clinical research regulatory requirements; i.e., Good Clinical Practice (GCP) and International Conference on Harmonization (ICH) guidelines and experience with FDA/Sponsor audits a plus        
Business and financial acumen    Deep clinical operations experience and extensive familiarity with operationalizing clinical research studies especially at the site level.  Experience successfully initiating, executing and closing global clinical studies.  Study planning and resource management.        
Collaboration    Excellent customer service skills.  
Ability to work across geographies displaying high awareness and understanding of  cultural differences
Ability to establish and maintain effective working relationships with coworkers, managers and clients.
Ability to manage competing priorities

IT skills   

Strong software and computer skills, including MS Office applications        
People management and leadership    

Ability to establish and maintain effective working relationships with coworkers, managers and clients.
Proven ability to manage a team and work through others in a global environment to deliver results to the appropriate quality and timeline metrics. Provides others with a clear direction; delegates work appropriately and fairly; motivates and empowers others; monitors/manages performance and provides feedback and coaching; recruits, develops and retains staff of a high caliber
Effective mentoring and training skills, fostering learning and knowledge sharing with colleagues
Effective team-management skills


Standard ADA Settings
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Physical Demands
Sit at a desk or table with some walking, standing, bending, stooping, or carrying of light objects.                      
Use hands and fingers to handle and manipulate objects and/or operate equipment.                   

Travel Requirements
May require limited travel.

The above information on this description has been designed to indicate the general nature and level of work performed.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job.  While this is intended to be an accurate reflection of the job, management reserves the right to revise the job at any time

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.