Job Details

Position Description 

The position is responsible for providing direct client support of quality and performance to large Pharma Manufacturers, as well as developing scalable enterprise quality management mechanisms  (i.e., Total Productive Maintenance - TPM). The role will lead continuous improvement activities, scorecard management, KPI development; and will be responsible to lead all remediation efforts to closure, in partnership with the Account / Program Manager.  This role is directly client facing and works daily with Fortune 100 Pharma Manufacturers.

Key Functions & Responsibilities:

• Serve as the primary conduit between client, customer, and internal McKesson teams on matters regarding quality within the 3PL value stream, including product, service, data, and customer experience.
• Collaborate with Account / Program Manager to provide a high touch / white glove experience with customer base (Pharma), creating total customer satisfaction, while enabling account growth and retention.
• Act as the client point of escalation regarding quality issues
• Facilitate investigation of quality concerns to identify interim resolution, root cause, corrective and preventive action, and performing effectiveness checks.
• Work with operational teams to coordinate SOP development, management, and training for key client specific processes in addition to macro-level business processes.
• Work directly with client and account team to determine KPI’s, as well as leading / enabling metrics, to ensure clearly defined and measurable standards are in place.
• Manage KPI reporting and program scorecards to monitor program performance, identifying and actioning opportunities for improvement.
• Monitor and report on the quality of customer interactions, including call and case transactions.
• Use data to identify opportunities and drive operational improvement, in partnership with the Account / Program Manager
• Facilitate continuous improvement for assigned program(s) and client services operations, using demonstratable continuous improvement methodologies (Kaizen etc.)
• Track and report on quality initiatives and the subsequent results.
• Work autonomously to lead change through close collaboration with internal stakeholders such as, Financial Services, Regulatory, IT, Legal, and Customer Service.
• Build awareness and support a quality mindset across all customer touch points.

Critical Skills / Experience

• 5-7 years of experience of directly leading initiatives for a fortune 500 company
• Working knowledge of ISO, IATF (TS), CGMP, CAPA or other quality processes
• Experience in a highly regulated environment (Healthcare, Aviation, Automobile, Banking etc.)
• Experience working directly with customers and being face of quality.
• Project management skills.  Use of PMO tools
• Strategic problem solving and data driven decision-making ability (SPC - statistical problem solving etc.)
• Strong communication skills (written, listening, and speaking) 
• Results and outcome focused.
• Strong business acumen and ability to work cross functionally.
• Outstanding personal skills and executive presence.
• Strong aptitude to meet contractual processes and procedures. 
• Computer proficiency in MS Office Suite including intermediate Excel. 
• Ability to travel 20% 

Additional Knowledge & Skills 

• Preferred industry experience: third party logistics, drug distribution, PBM, and/or distribution finance, manufacturing quality 
• Working knowledge and demonstratable DMAIC Lean/Six Sigma application, preferred
• Working ERP experience (SAP preferred) 
• Working QMS experience (MasterControl preferred)
• Working CRM experience (Salesforce preferred)
• Business acumen and financial analytical skills 
• Organization and management skills 
• Ability to manage multiple projects/tasks and meet deadlines in a fast-paced environment. 
• Ability to work independently as well collaboratively in a team environment 

Education 

•  4-year degree in Engineering, Science, Business or related field or equivalent experience 

At CoverMyMeds, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That’s why we have a Total Rewards package that includes comprehensive benefits to supportphysical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at CoverMyMeds, pleaseclick here.

As part of Total Rewards, we are proud to offer a competitive compensation package at CoverMyMeds. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

Our Base Pay Range for this position

CoverMyMeds is an equal opportunity and affirmative action employer. We embrace diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will be considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, disability or veteran status.​