Supervisor - Program Management

*As a pharmaceutical support industry leader**, UBC** is devoted to **empowering health solutions for a better tomorrow**. We take **pride** in **improving** patient outcomes and **advancing healthcare.** At UBC we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation.* *Embark on a rewarding **career journey with UBC!** **Grow** your career while making a meaningful **impact** on the **world** around you. **UBC** fosters a culture built on our Core Values being: Collaborative, Conscientious, Curious, Consultative, and Compassionate. We believe in an **inclusive workplace** that fosters creativity.* *If you are seeking a career that will **challenge, inspire,** and **reward** you, join us at **UBC!*** **Job Title:** Supervisor, Program Management **Brief Description**: The Supervisor – Program Management is responsible for managing the day-to-day activity of the program(s) and supervises a team of employees. Position may be client facing. Works with the Program Manager to develop policies, procedures, and the business work plan for the program. This position performs hiring, scheduling, training, and development of direct reports. Recognizes, recommends, and implements operational improvement. Provides direction, coordinates and supervises the activities of the operational team using established policies and procedures. Sets priorities for the team to ensure task completion, coordinates work activities with other supervisors and managers. Work is reviewed for soundness of judgment and overall quality and efficiency **Specific job duties:** - Manage daily activities per the scope of work, program, and standard operating procedures within the contracted budget. - Ability to understand and actively enforce program guidelines and project specific procedures (PSPs). - Manage day-to-day activity of the program operation, including supervision of staff. - Assist in developing program metrics and identifying efficiencies - Monitor program metrics to ensure adherence to program SLAs - Resolve complex cases. - Participate in interviewing prospective employees, evaluating current employees, and train employees as needed. - Create new and/or update training materials and PSPs as needed. - Translate decisions and discussions into documented workflow processes. - Develop current employees and track their compliance to quality, service, and program standards. - Conduct, at minimum, monthly team meetings with meeting agendas and minutes. - Assist with presentation of program information to internal and external customers. - Handle escalated and unresolved issues that may require deviation from standard procedures or require extensive research for resolution - Coordinate with manager(s) to set goals and expectations for the team to ensure task completion. - Other duties as assigned. - Ability to travel as needed - Actively participates in in-person and virtual meetings/events (internal and external) **Supervisory Responsibility:** 1 –20 Direct Reports **Desired/Required Skills and Qualifications:** - Associate or Bachelor’s degree in relevant discipline or equivalent work experience - 1-4 years relevant experience - Customer service experience required - Call center experience preferred - Strong computer skills with specific aptitude in Microsoft Office - Excellent verbal and written communication and presentation skills - Strong analytical and problem-solving skills - Ability to lead and develop a successful team required - Ability to work a flexible schedule **Benefits:** At UBC, employee growth and well-being are always at the forefront. We offer an extensive range of benefits to ensure that you have everything you need to thrive personally and professionally. Here are some of the exciting perks UBC offers: - Remote opportunities - Competitive salaries - Growth opportunities for promotion - 401K with company match\* - Tuition reimburse…