Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord andValeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com.The Vice President (VP) of Operational Excellence at Valeris will be an executive leader responsible for driving best-in-class operational performance across our contact center operations, including the HUB, Patient Experience Center, and Co-Pay Teams. This role is critical to standardizing processes, defining and tracking KPIs, and ensuring consistent successful delivery across all touchpoints. The VP will oversee training, quality assurance, workforce management, operational business intelligence (BI) and analytics, and vendor management for BPO partners. The VP will report directly to the Chief Transformation Officer and play a key role in the implementation of standards, technology deployments and functions that support NPS attainment and improvement as part of the PMO function.Your Impact in this Role
- Operational Excellence Leadership: Lead the creation and implementation of operational excellence strategies for all Valeris contact centers, ensuring alignment with organizational goals and industry best practices.
- Process Standardization: Drive the standardization of processes, KPIs, and service delivery models across the HUB, Patient Experience Center, and Co-Pay Teams, fostering a culture of continuous improvement.
- Training & Quality Assurance: Oversee the design and delivery of operational training programs and quality assurance frameworks to ensure high performance, compliance, and superior patient experience.
- Workforce Management: Direct workforce planning, scheduling, and optimization for contact center teams, leveraging advanced WFM tools and methodologies.
- Operational Reporting & Analytics: Lead the BI and analytics function to provide actionable insights, performance dashboards, and data-driven recommendations for operational improvements.
- Vendor Management: Develop and manage relationships with external contact center and staffing providers (BPOs), ensuring seamless integration and performance that meets Valeris standards.
- Project Implementation: Collaborate with the PMO to support the implementation and optimization of Workday solutions and/or workforce related systems, ensuring alignment with operational needs and scalability.
- Cross-Functional Collaboration: Partner with IT, HR, Compliance, Legal, and other departments to deliver integrated solutions and support organizational transformation initiatives.
Experience & Skills For Success
- Bachelor's degree required; Master's degree preferred.
- 10+ years of progressive leadership experience in operational excellence, preferably within healthcare, pharmaceutical services, or large-scale contact center environments.
- Proven track record in process standardization, KPI development, and delivery of operational improvements. Leveraging Lean Six Sigma to evaluate and improve operations.
- Deep expertise in contact center operations, including training, quality assurance, workforce management, and BI/analytics.
- Experience managing third-party BPO vendors and staffing providers.
- Demonstrated experience with Workday implementation or similar enterprise solutions.
- Strong analytical, strategic planning, and project management skills.
- Experience with transformation work and strategies with exceptional communication, leadership, and change management abilities.
- Strong track record as a leader and collaborator across a matrixed organization, influencing peers and leaders, and co-creating strategy with clear outcomes.
Comparative Industry Perspective:Unlike traditional VP of Operational Excellence roles, this position at Valeris is specialized in the healthcare contact center domain, with a unique focus on patient experience, co-pay support, and HUB operations. The role is also distinguished by its integration of technology (including contact center AI, efficiency and advanced BI tools), direct oversight of both internal and external teams, and a mandate to drive transformation in a highly regulated, patient-centric environment. Candidates with experience in healthcare BPOs, patient support programs, and digital transformation will find this role both challenging and rewarding.Physical Demands & Work Environment
- While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Must be able to type 35 WPM with 97% accuracy.
- Although very minimal, flexibility to travel as needed is preferred.
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.
Why Work for Valeris?We're committed to supporting the well-being and success of our team members. As part of our organization, you can expect:
- Competitive compensation and 401(k) with company match
- Comprehensive health, dental, and vision insurance
- Paid time off and paid holidays
- Wellness programs and resources to support your physical and mental health
- Learning and development opportunities to support your career growth
- Opportunities for advancement with a company that supports personal and professional growth
- A challenging, stimulating work environment that encourages new ideas
- Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
- A mission-driven, inclusive culture where your work makes a meaningful impact
Our Commitment to Equal OpportunityValeris is an Equal Opportunity Employer committed to fostering a diverse, inclusive, fair, and equitable workplace. Furthermore, we believe in the importance of partnering with diverse suppliers and vendors that share these values. At Valeris, an employee is celebrated for his or her contributions and dedication to supporting the needs of our clients and their patients. We recognize the struggle for access, affordability, and adherence to therapy is real; our employees play a vital role in the successful completion of that journey. We approach our customers' challenges with empathetic hearts, which organically fuels our internal culture of caring. Valeris' leadership team works tirelessly to provide an environment that is free of discrimination and bias. We firmly believe collaboration among team members with varied pasts and perspectives generates more incisive and deeper insights that better serve our employees and our communities.Any offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.#J-18808-Ljbffr