Senior Ambassador Manager

The Ambassador Services Team is vital to the core business of Snow, the Patient Ambassador ® Program. The team manages all Ambassador and patient/caregiver relations, and plans and implements logistics for Ambassador-related projects. The Senior Ambassador Manager works in a fast‑paced environment, meeting deadlines, multitasking, and coordinating with all divisions of the Ambassador Services Team—including analytics, mentor program management, and coaching and training specialists.

The manager also works closely with Account Team members, Programs Team leaders, and Recruitment Team leaders to address and meet the objectives of Snow’s clients.

The Senior Ambassador Manager serves as the direct point of contact for Ambassadors and oversees and implements all Ambassador-related projects from start to finish. Responsibilities include contracting, needs assessment, project management, compliance adherence, presentation skills training and evaluation, logistics and travel guideline implementation, accurate reporting, and financial policy adherence.

The Senior Ambassador Manager must have excellent listening and communication skills, strong organizational skills, and the ability to build compassionate relationships with Ambassadors while maintaining professional boundaries. The role requires extensive documentation of all Ambassador communication and engagement and may also involve managing healthcare providers and/or advocacy organizations depending on client needs.

Snow’s business centers around the patient journey. The Senior Ambassador Manager, like all positions at Snow, must be open, compassionate, and sensitive to the unique life experiences of patients and caregivers, incorporating these into strategies and solutions for clients.

As part of the role, the Senior Ambassador Manager will come into contact with personally identifiable information (PII) and personal health information (PHI) of patients living with chronic illness. The manager must complete and adhere to training courses, including but 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
• Promotional requirements for pharmaceuticals under the FDA, FTC, and other applicable federal or state regulations
• Privacy and Data Security

General:

• Present relevant experience, proactively bring ideas, work independently, prioritize effectively, and mentor junior team members.
• Adhere to standard processes, demonstrate strong communication skills, and maintain excellent attention to detail.
• Understand and apply FDA regulations related to the Ambassador Program.
• Stay current on pharmaceutical industry regulations and HIPAA privacy guidelines, maintaining contracts, health records, and personal information accordingly.
• Partner with analytics specialists, mentor program managers, and coaching/training specialists to align processes, client initiatives, compliance, and project management.
• Maintain collaborative relationships with Account Teams for all Ambassador engagement, training, and performance evaluation.
• Identify and suggest process improvements to increase efficiency for the Ambassador Services team.
• Analyze Ambassador utilization needs to develop or modify initiatives in partnership with Account Teams to meet client objectives.
• Update standard operating procedures regularly to reflect brand initiatives, policies, and ensure timely communication of updates.

Relationship Building:

• Become the Ambassador expert on brands managed by understanding disease categories, special needs, and individual requirements.
• Manage Ambassador relationships and problem‑solving with professionalism and empathy.
• Coordinate speaking engagements for Ambassadors, confirming all logistics including travel.
• Assess Ambassadors’ strengths and stories to match appropriate Ambassadors with event/client needs.
• Manage Ambassadors and interact with pharmaceutical company representatives onsite at live events, educational programs, client events, and photo/video shoots.
• Ensure…