Director of Client Services

Durham, United States of America | Full time | Home-based | R1550425

We are seeking a Director to lead a high-performing, patient-centric client services program.

This role is responsible for overseeing program strategy, operations, and team performance in support of a large pharmaceutical copay initiative spanning multiple products and disease states.

Key Responsibilities

Lead end-to-end program operations, including design, execution, and continuous improvement of patient support and copay initiatives

Serve as the primary client partner, ensuring strategic alignment, strong relationships, and transparent communication

Provide leadership and direction to managers and staff, fostering a culture of accountability, innovation, and continuous development

Manage program resources, budgets, and staffing, including recruitment, onboarding, and performance management

Coordinate cross-functional teams to deliver integrated, compliant solutions aligned with client and business objectives

Monitor program performance using KPIs, metrics, and trend analysis; deliver insights and updates to executive leadership and stakeholders

Oversee risk mitigation and ensure effective program execution, scalability, and operational excellence

Facilitate collaboration between clients, internal teams, and third-party partners to support program delivery

Drive change management initiatives, including program enhancements and CRM/system updates

Maintain SOPs and documentation, ensuring compliance with SLAs, regulatory requirements, and contractual obligations

Represent the program in governance forums, including QBRs and strategic planning sessions

Ensure consistent communication and alignment across teams regarding program updates, processes, and priorities

Qualifications

Bachelor’s degree with 7+ years of experience in healthcare, service, or information-based industries, including leadership experience

Strong knowledge of specialty pharmacy and its integration with manufacturers and payors

Proven leadership skills with experience coaching, motivating, and developing high-performing teams

Excellent communication and presentation skills with strong interpersonal effectiveness

Demonstrated ability to build and maintain collaborative relationships with internal and external stakeholders

Strong analytical and organizational skills, with experience managing complex data and reporting processes

Experience with financial and budget management

Ability to operate effectively in a fast-paced, evolving environment with a high degree of independence

Customer-focused mindset with strong professionalism, empathy, and service orientation

Strong problem-solving, critical thinking, and active listening skills

Advanced technical proficiency, including Microsoft Office and database management tools

Contact center experience, including script review and training, preferred

The potential base pay range for this role is $150,000 - $165,000 annually. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.

Equal Opportunity Employer
IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

Integrity Statement
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

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