Director, Global Transparency

Role Overview Reporting directly to the General Manager, Commercial Compliance, the Director, Global Transparency is a senior leader responsible for the successful delivery, operational excellence, and strategic growth of Medispend's Global Transparency solutions and managed services. This role oversees customer delivery across software and services, ensuring accurate, timely, and compliant reporting while driving operational efficiency, customer satisfaction, and long-term client retention. The Director provides leadership across Global Transparency Operations, Customer Success, and Delivery, partnering closely with Product, Engineering, Implementation, Regulatory Affairs, and Sales to deliver exceptional customer outcomes. This leader is accountable for service quality, regulatory excellence, customer governance, team performance, and continuous improvement within a highly regulated life sciences environment. Key Responsibilities Customer Delivery & Operational Leadership Provide strategic leadership for Medispend's Global Transparency software and managed services organization. Ensure successful execution of all customer reporting obligations, regulatory submissions, and operational deliverables across the client portfolio. Build trusted relationships with customer stakeholders, proactively identifying risks, opportunities, and areas for continuous improvement. Lead executive-level engagement for strategic and at-risk customers. Ensure smooth transition of customers from Implementation to ongoing Customer Success and Managed Services. Regulatory & Operational Excellence Maintain deep expertise in global and state transparency regulations, industry trends, and reporting requirements. Establish operational standards that ensure accurate, timely, and compliant regulatory reporting. Lead continuous improvement initiatives that increase automation, reduce operational risk, and improve scalability. Develop and maintain governance processes for regulatory change management, reporting quality, audit readiness, and operational controls. Ensure successful achievement of all customer reporting deadlines, service level commitments, and quality metrics. Product Leadership & Subject Matter Expertise Serve as the business leader and subject matter expert for Medispend's Global Transparency solutions. Maintain comprehensive knowledge of product capabilities, roadmap initiatives, and regulatory impacts. Partner with Product Management to prioritize enhancements that improve customer experience, operational efficiency, and regulatory compliance. Collect customer and team feedback to identify product enhancements, process improvements, and service opportunities. Support customer discussions regarding regulatory interpretation, industry best practices, and reporting strategy. Team Leadership & Operational Excellence Lead, mentor, and develop Global Transparency Operations, Delivery, and Customer Success teams. Define organizational structure, roles, performance expectations, and accountability across the organization. Establish structured processes for: Regulatory reporting operations Customer escalations and issue management Managed services delivery Regulatory change management Product enhancement feedback and prioritization Develop operational KPIs and dashboards to measure quality, productivity, customer satisfaction, service performance, and team effectiveness. Foster a culture of accountability, collaboration, innovation, and continuous improvement. Cross-Functional Collaboration Partner with Implementation to ensure successful onboarding and customer transition into production operations. Collaborate with Product and Engineering to support regulatory enhancements, platform improvements, and customer priorities. Partner with Customer Success to improve customer health, adoption, and long-term retention. Support Sales through executive presentations, customer references, solution strategy, and expansion opportunities. Represent Medispend…