Senior Ambassador Manager

Senior Ambassador Director

The Ambassador Services positions are vital to the core business of Snow, especially regarding the Patient Ambassador® Program. The Ambassador Management Team is responsible for all Ambassador and patient/caregiver relations. All positions within the Ambassador Management Team must work in a fast‑paced environment, meet deadlines, and multitask. The Senior Ambassador Director position is responsible for the direct management of the Ambassador Management Team, including the training and supervision of Ambassador Managers and Senior Ambassador Managers.

The Senior Ambassador Director position requires coordination with various internal departments—including the Mentor Program Team, coaches, Account Team, Programs Team, Recruitment Team, and Creative Team—as well as Ambassadors, to maintain a productive work environment. The Senior Ambassador Director is responsible for overseeing all Ambassador‑related functions managed by the team, ensuring the process is followed and the highest level of customer service is provided.

The core of our business is working with patients. It is most likely that you will encounter personally identifiable information (PII) and personal health information (PHI) of patients living with chronic illnesses. The Senior Ambassador Director will be required to successfully complete and adhere to training courses which may include, but are not limited to:

• Snow Policies and Procedures
• Health Insurance Portability and Accountability Act (HIPAA) requirements such as the Privacy Rule, the Security Rule, and Sunshine Act reporting
• Adverse Event (AE) Reporting
• Privacy and Data Security
• The promotional requirements for pharmaceuticals under the FDA and FTC and other applicable federal or state regulations

• Provide direct day‑to‑day supervision of Ambassador Management Team
• Adhere to standard processes, demonstrate strong communication skills, and maintain excellent attention to detail
• Demonstrate a complete understanding of all roles within the Ambassador Services Team and provide guidance on all aspects of those roles
• Responsible for the development of the employee Career Development Worksheet and corresponding bimonthly discussions
• Gauge workload of each team member
• Provide guidance, advice, and oversight of the Ambassador Services Team for conflicts and difficult situations
• Offer strategic direction to larger Ambassador Services Team
• Consult with various Account Teams on their Ambassador Program needs
• Communicate directly with Account Vice Presidents
• Proactively identify areas for enhancement within the Ambassador Services Team
• Act as a relationship expert for the Ambassador Services Team
• Assist in creating, reviewing, and submitting Standard Operating Procedures for the Ambassador Services Team
• Assist in staffing decisions and organizational shifts
• Offer training/education to the rest of the team on new or existing processes

• Oversee Ambassador relationships to ensure the highest level of customer service is being provided
• Provide solutions for problem‑solving with professionalism
• Demonstrate empathy and compassion in all communications and provide necessary coaching to the team
• Provide oversight of Ambassador speaking engagements while ensuring that all logistics, including travel, are being accurately managed by the team
• Provide direction on Ambassador training, ensuring all steps are followed by team and appropriate Account Team leadership is looped in, as needed
• Work with team to ensure Ambassador contractual obligations are fulfilled
• Ensure expense process is followed by team
• Serve as the Ambassador Services lead to clients in regard to the Ambassador Program
• Work closely with the team to ensure proper coaching takes place for Ambassadors; this requires a close partnership with the Coaches

• Ensure all Ambassador communications are documented within Salesforce
• Verify that all Ambassador utilization is documented within Salesforce and quarterly reporting cadence is being adhered to
• Provide oversight of the contracting process
• Provide direction on Salesforce clean‑up and…