VP, Program Management

Executive Client Strategy, Escalation & Retention

• Owns executive-level relationship health across assigned client portfolios, ensuring strategic and high-risk accounts have appropriate executive engagement, governance, and relationship management.
• Holds Senior Directors accountable for proactive management of client relationships and escalations, including early identification of concerns, timely communication, clear ownership, and resolution.
• Requires a structured assessment and recovery plan for material client escalations, including business and client impact, root cause, corrective and preventive actions, owners, target dates, communication plans, and measurable resolution criteria.
• Coaches and challenges Senior Directors on complex executive client matters, including difficult client conversations, service recovery, expectation management, and contractual or delivery concerns.
• Serves as executive sponsor and senior escalation leader for strategic, complex, or at-risk client relationships.
• Owns Program Management's contribution to client retention, renewals, and expansion, partnering with Business Development and other functional leaders.
• Validates significant client commitments before they are made, ensuring scope, service levels, timelines, financial assumptions, and delivery expectations align with operational capacity and contractual obligations.

Enterprise Portfolio Leadership & Client Health

• Owns the performance of assigned portfolios, including client KPIs and SLAs, contractual commitments, governance, implementation and launch readiness, delivery performance, financial results, and timely resolution of escalations.
• Establishes clear performance expectations and routinely reviews results with Senior Directors, requiring corrective action when performance falls below expectations.
• Ensures leadership capacity, resources, and executive attention are aligned based on account complexity, strategic importance, financial impact, client needs, and business risk.
• Establishes and maintains a consistent portfolio risk-management process that identifies emerging client, operational, financial, and delivery risks early.
• Identifies recurring issues and trends across the portfolio and converts them into enterprise-level action.

Leadership, Talent & Organizational Effectiveness

• Leads, coaches, and develops a team of Senior Directors responsible for client portfolios, business segments, or functional areas.
• Establishes clear performance expectations, accountability, and decision rights throughout the Program Management leadership structure.
• Builds leadership capability, organizational depth, and succession readiness across Program Management.
• Evaluates organizational structure, leadership capacity, account assignments, spans of control, and deployment of talent.
• Identifies capability and knowledge gaps and implements development, succession, cross-training, and knowledge-transfer strategies.
• Establishes a culture of ownership and accountability in which leaders proactively identify problems, recommend solutions, and drive issues through resolution.

Operational Excellence, Standardization & Scalability

• Owns implementation and sustained adoption of Program Management operating standards across assigned portfolios.
• Holds Senior Directors accountable for adherence to SOPs, governance requirements, client-management practices, escalation protocols, documentation standards, reporting requirements, and operating rhythms.
• Establishes routine mechanisms to measure and review adherence to Program Management standards and monitor corrective actions through resolution.
• Identifies material variation in execution and determines where standardization, process simplification, automation, training, or clearer accountability is required.
• Leads corrective and continuous-improvement efforts for Program Management-owned processes.
• Drives adoption of approved tools, technology, reporting, processes, and operating models across assigned portfolios.

Financial & Commercial Stewardship

• Partners with Finance, Operations, and Business Development to identify and address revenue leakage, billing issues, staffing inefficiencies, unfavorable scope expansion, and other financial risks.
• Supports pricing, investment, renewal, and commercial decisions by balancing client value, delivery requirements, organizational capacity, and financial sustainability.
• Ensures material financial risks, trends, and opportunities are appropriately identified and escalated.

Enterprise Leadership, Strategy & Continuous Improvement

• Translates SVP and executive leadership priorities into clear Program Management objectives, measures, accountability, and execution plans.
• Uses portfolio performance data and trends to identify systemic risks, organizational constraints, recurring client concerns, and opportunities for improvement.
• Sponsors cross-functional initiatives that improve client experience, operational performance, quality, efficiency, and scalability.
• Provides consolidated executive visibility into portfolio health, material risks, financial trends, talent requirements, and decisions requiring executive intervention.

Qualifications

• Bachelor's degree in Business, Healthcare Administration, Management, Marketing, Communications, Management Information Systems, or a related field, or equivalent relevant professional experience required.
• MBA or other advanced degree preferred.
• Relevant project, program, operational, or leadership certification preferred.
• 12+ years of progressive client-facing program management, account management, operations, or related healthcare leadership experience.
• 7+ years of formal people management experience, including leading leaders of managers and leading through multiple levels of management.
• Significant leadership experience within pharmaceutical patient services, specialty pharmacy, specialty reimbursement, affordability/copay, HUB services, or a related healthcare environment strongly preferred.
• Demonstrated experience leading multiple complex client portfolios, executive client relationships and escalations, organizational change and process standardization, and portfolio financial management.
• Advanced knowledge of pharmaceutical patient services and specialty reimbursement operations, including benefit verification, prior authorization, affordability/copay, buy-and-bill, HUB services, and related patient-support models.
• Strong knowledge of portfolio management, client strategy, organizational leadership, operating models, governance, risk management, financial management, and organizational design.
• Strong understanding of contractual commitments, KPIs, SLAs, scope management, quality, compliance, and operational controls.
• Executive leadership, communication, presentation, and influence across multiple levels and organizational boundaries.
• Strategic portfolio, organizational, and change management, including process standardization.
• Executive client relationship, risk, and escalation management; financial and commercial acumen.
• Talent assessment, leadership development, and succession planning; data-driven decision-making.
• Up to 30% periodic travel to client locations, ConnectiveRx offices, new business development opportunities, conferences, and other business meetings.