Manager, Client Results

The Client Results Manager position is a customer facing role responsible for the operational oversite and performance management of a Patient Support Services team(s). You will take appropriate actions to ensure high quality results and support for Liveops clients and the Liveops Nation. In the Client Results Manager role, you will be directly responsible for managing all Community operations components of the account in support of achieving client goals with respect to customer service and performance metrics, ensuring that internal standards of performance and revenue goals are achieved while also supporting the agent experience.

The Purpose of Your Role

This role requires the leadership and coordination of various support functions and activities for a blended pharmaceutical patient services team. Manager will develop, initiate and pull-through training and performance strategies to maximize patient satisfaction and client ROI. He/she will work cross-functionally to create, implement, and optimize all necessary support initiatives and maximize program performance.

The Qualifications We’re Looking For

• A./B. S./Business, Communications, or related field.
• Proven experience in operational delivery
• Proven leadership competencies to include building teams, knowing the business, driving for results, and encouraging open exchange of ideas and knowledge
• Proven experience across multiple functions including customer service in a fast-paced, service/team environment (call center, customer service, marketing services)
• A highly motivated change agent that drives business-focused solutions
• Strong written, verbal and presentation skills with the ability to distill highly complex requirements into compelling business objectives
• Strong problem-solving abilities in complex, compliance regulated department

The Competencies You Bring

Individual Impact and Influence, Conceptual Thinking, Customer Focus, Decision Making, Financial Awareness, & Management

The Value You Deliver

• Manages and coordinates operations through policies and procedures, ensuring customer and patient satisfaction.
• Responsible for the day-to-day management, development, and implementation of call center related initiatives that impact client and patient results/experience
• Lead service-related initiatives including identification of business need, strategy recommendation and project outcomes
• Develops and articulates effective performance strategies that are impactful, executable, easily communicated, and financially supported for areas of responsibility (product/indication/channel)
• Possesses a broad understanding of overall client business, structure, priorities and proactively set plans to meet evolving business needs
• Leverages critical thinking/ problem-solving skills to devise innovative solutions
• Possesses strong communication and presentation skills to lead collaborative efforts
• Demonstrates the ability to deliver complex information in ways that are easily understood
• Manages a diverse workload with multiple demands, and competing priorities
• Adheres to Liveops and client operating procedures and guidelines
• Consistently communicates timely and accurate information and progress across functional teams to prioritize projects, meet program timelines and exceed quality standards
• Maintains ongoing communication with customers/vendors to ensure that project timelines and program changes are aligned with expectations and business needs
• Exhibits sound business judgment and decision making within the scope of assigned responsibilities
• Effectively utilize all available resources, either within or outside of direct span of control, to manage diverse workload, maximize productivity and encourage innovation
• Directly manages 2+ remote call center teams

About Liveops:

Liveops, a virtual contact center, offers scalable, on-demand experiences through the VirtualFlex platform for both planned and unplanned CX needs. This tech-enabled, data-powered platform inspires and motivates brand-certified agents to deliver better experiences and attracts entrepreneurial US-based professionals with life experience that helps them connect with customers. We're a people-powered business, working tirelessly on behalf of agents, clients, and employees to make life better.

Liveops exists to improve the lives of our agents, clients, and employees. As a Liveops employee, you’re part of a purpose-driven culture that values curiosity, collaboration, and results. We encourage diverse perspectives to create better outcomes, celebrate initiative, and build relationships based on trust and transparency. We offer outstanding benefits including insurance, 401k match and a flexible vacation plan.

Eligibility Requirements

Eligible States for Employment; Alabama, Arizona, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Michigan, Mississippi, Nebraska, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin.

Legal authorization is required to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future.

Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)