Solution Operations Associate Director

The role translates product strategy into scalable operational processes, policies, and service guidance that support effective delivery to customers. The Associate Director connects product and client service teams, influences cross-functional stakeholders to drive timely decisions, and uses customer feedback and operational performance insights to continuously improve the service experience.

Essential Functions

• Translate product strategy and business direction into scalable operating models, service processes, policies, and client-facing execution plans.
• Serve as the operational bridge across product, solutions management, account management, client service, and delivery teams to ensure alignment and consistent execution.
• Establish and manage operating cadences, service standards, procedures, and commercial guidance, including pricing and discounting practices.
• Gather customer and internal feedback to identify trends, resolve service gaps, and drive continuous improvement across products and the client experience.
• Lead cross-functional initiatives, managing priorities, timelines, and decisions while influencing stakeholders without direct authority.
• Monitor operational performance, identifying risks and driving mitigation strategies to support service delivery.
• Make informed decisions in ambiguous or evolving situations, balancing business needs and operational risks.
• Lead change management efforts, building alignment and driving adoption of new processes and ways of working.
• Develop training, enablement, and communications to ensure teams understand product offerings, processes, and service expectations.
• Provide leadership and guidance to client service professionals and contribute to broader solution operations and client service strategy.

Qualifications

• Bachelor's degree required.
• 7+ years of experience in operations, product operations, client services, service delivery, information services, or a related field.
• Demonstrated ability to translate product or business strategy into practical operational processes and customer-facing execution.
• Strong operational mindset with experience evaluating operational performance, identifying and mitigating risks, improving processes, establishing cadences, and driving cross-functional decisions.
• Experience leading complex, cross-functional projects and partnering effectively with product, project management, and client-facing teams, including demonstrated ability to influence and drive outcomes without direct authority.
• Healthcare, life sciences, pharmaceutical, or healthcare data experience preferred; experience in other data- or information-intensive industries may be considered.
• Strong client orientation with experience incorporating customer feedback into improvements to products, services, or operating models.
• Strong business acumen, communication, change leadership, problem-solving, and stakeholder management skills, with the ability to navigate ambiguity and make sound decisions with incomplete information.
• Management or team leadership experience with the ability to develop talent and build effective partnerships.
• Naturally curious, proactive, and comfortable operating in an evolving and sometimes ambiguous environment.
• Knowledge of IQVIA information assets, databases, and products is preferred but not required; prior IQVIA client service experience is a plus.