Associate Director, Customer Operations - Pricing and Reimbursement

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Summary:

This position is accountable for ensuring compliant and efficient operations of the Customer Operations team responsible for the creation and maintenance of customer data in the customer master file. The team also manages the administration of government contracts, and provides guidance for customer set-up in support of special projects.

You will have 6 direct reports; 1 Senior Manager, 2 Managers and 3 Analysts and 5 indirect reports; 1 Manager and 4 Analysts.

You will work with the following key business partners: Government Price Reporting, Government Contracts Operations, Institutional Contract Administration, Chargeback Operations, Order to Cash Operations, IT, Trade Sales Operations, Samples Management, Patient Assistance Foundation.

Responsibilities:

• Manages staff responsible for setting up new trade, commercial, government, sales representative and other customers, determining Class of Trade, government contract eligibility, and other customer master data from initiation through maintenance

• Establish operational priorities and manage resource allocation to most effectively deliver services in a very dynamic and increasing demand of work intake.

• Ensures consistency and validation of customer information.

• Manages staff responsible for government contract administration in Model N.

• Collaborates with the Government Price Reporting team on various issues involving customer changes and maintenance, new contractual customers, regulatory changes impacting customers and related topics

• Reviews and provides input on all SOX-related Standard Operating Procedures (SOP's), Work Instructions and Audit Samples.

• Ensures all appropriate process and operational documentation is up to date and maintained in a timely manner.  This includes SOPs & WIs as well as detailed analyst operational documentation to aid in training and ongoing workflows.   

• Evaluates business processes and suggests improvements for compliance and productivity

• Participates in the ongoing design/enhancement/implementation of SAP and the Model N Contract Management and Chargeback (CMCB) system

• Keeps others abreast of changes and trends within the Institutional, Distribution and Government segments

• Provides guidance on customer set-up and manages execution for ad hoc projects (e.g., new brand strategies, external partnering, serialization)

Qualifications:

• Bachelor's degree in Accounting, Finance, Business or related subjects is required. CPA and/or MBA is preferred

• A minimum of 8 years of related experience

• Knowledge of the pharmaceutical industry and order-to-cash processes is preferred

• Strong Managerial/Supervisory experience

• Demonstrated ability to identify and implement process and control enhancements and proven managerial experiences are required.

• Strong interpersonal skills, excellent oral and written communication skills, and the ability to work well across a matrix team are required

• A broad knowledge of Pricing & Reimbursement functions and customer master data is required.

• Experience with SAP and Microsoft Office. Exposure to Model N or a similar system is preferred.

• Proven ability to manage staff remotely.

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