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Operations & Data Management Manager

EVERSANAMemphis
On-site Full-time

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Experience Level

Mid to Senior

Qualifications

Minimum Qualifications:Bachelor's degree or equivalent combination of education and experience.7+ years of customer service experience in the healthcare or pharmaceutical industry, demonstrating a commitment to enhancing team performance and client satisfaction. At least 4 years of supervisory experience in a high-volume, fast-paced environment such as a call center. Proven ability to analyze and apply business insights from industry publications, regulatory guidelines, and technical documentation. Strong analytical skills capable of interpreting data, identifying trends, and making informed decisions. Demonstrated problem-solving skills, including the ability to evaluate complex situations and implement effective solutions. Ability to lead by example and foster a collaborative team environment.

About the job

Key Responsibilities:

  • Team Leadership & Development: Guide, mentor, and cultivate a high-performing Operations & Data Management team, offering consistent feedback, conducting performance evaluations, and providing opportunities for career growth.
  • Promote an environment of accountability, continuous learning, and teamwork.
  • Facilitate effective onboarding and training for new team members across all relevant systems and processes.

  • Operational Oversight & Issue Resolution: Manage daily operations and client communications to ensure accuracy, timeliness, and adherence to service level agreements (SLAs).
  • Monitor team workload and proactively adjust task assignments to meet volume demands and service expectations.
  • Act as the escalation point for complex client or customer issues, ensuring prompt resolution.

  • Process Improvement & Efficiency: Collaborate with leadership to identify, propose, and implement process enhancements that improve productivity, quality, and client satisfaction.
  • Leverage metrics and KPIs to assess team performance, drive operational improvements, and present progress to senior leadership.
  • Lead initiatives to document, standardize, and enhance workflows, including SOPs and work instructions.

  • Cross-Functional Collaboration: Serve as a liaison between various cross-functional teams including Distribution Operations, Supply Chain, Order to Cash, Finance, IT, Serialization, and Client Success to support seamless daily execution and escalations.
  • Engage in strategic planning and special projects to align with departmental and organizational objectives.

  • Client Relationship Management: Ensure a positive client experience through consistent service delivery, proactive communication, and prompt issue resolution.
  • Represent the company in client meetings and calls, fostering strong relationships.

About EVERSANA

At EVERSANA, we take pride in being recognized as a Great Place to Work globally. Our mission is to create a healthier world through our innovative commercialization services tailored for the life sciences industry. With a diverse team of over 7,000 professionals, we are dedicated to supporting more than 650 clients, from pioneering biotech startups to established pharmaceutical companies. Our comprehensive range of products, services, and solutions are designed to bring groundbreaking therapies to market and assist the patients who depend on them. We value the unique skills and talents of our employees, and together, we make a significant impact every day. Join us in our mission!Our commitment to diversity and inclusion is at the core of our operations. We recognize that improving patient lives worldwide is essential, and we seek individuals from all backgrounds to help shape the future of healthcare and the life sciences industry. We believe our people are our greatest asset.

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