Operations Solutions Manager

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of Pharma Cord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications.

Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients.

The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit

As the Operational Solutions Manager, you will be responsible for oversight of shared services within the program and evaluating existing processes and developing improvement plans for all assigned areas. In this position you will leverage relationships with key internal team members such as functional leads, associate directors and the quality team to develop and execute the vision to achieve best in class patient and provider experience.

Activities of the Operational Support Manager include: leading a team to create visibility into key processes; developing improvement plans for assigned areas; supporting the implementation of improvement initiatives; continuously measuring and monitoring processes, risks and controls; participating in organizational activities to meet or exceed client objectives.

• Act as a liaison between business stakeholders and technical teams, ensuring clear communication and understanding of project objectives.
• Gather and document business requirements from stakeholders to understand their needs and objectives.
• Create detailed documentation of requirements, workflows, and outcomes to support project development and implementation.
• Propose and implement solutions that align with business goals, enhancing operational efficiency and effectiveness.
• Lead the vision for the Operations Excellence team and drive assigned performance responsibilities of team through supervisors.
• Monitor and report on program statistics and metrics identifying process inefficiencies and influence internal partners through fact-based recommendations to management on process improvements.
• Coordinate with business, technical, program operations, and leadership teams to develop program operational SOPs and improve documentation.
• Classify risks and opportunities associated with redesign/improvement decisions; while ensuring alignment with Program vision.
• Collaborating with franchise area leadership and process owners to review and discuss process issues; identify primary risks, risk appetite and controls used to proactively manage risk.
• Protect and promote the Program brand by ensuring adherence to program policies and compliance, brand, and verbal standards.
• Develop and maintain strong working relationships and strategic partnerships with key program internal and external stakeholders to maximize program effectiveness and influence.
• Chair and lead the Field Advisory Board and brief the Strategy and Steering Committee on key insights derived from the Board meetings.
• Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Identify and evaluate state-of-the-art technologies; define user requirements; establish productivity, quality, and customer-service standards.
• Escalate issues that put the program’s course in jeopardy of not delivering to contracted standards.
• Travel on a limited basis to and attend related meetings/conferences as required.
• Accomplishes human resource objectives by recruiting, selecting,…