Manager, Operations & Data Management

Company Description

At EVERSANA®, we are proud to be a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 6,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 670 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! 

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.   We are EVERSANA.  

Job Description

THE POSITION:

The Manager, Operations & Data Management  is responsible for the execution of key business functions within the Distribution Operations service line  including order analysis and management,  DEA forms processing for material movements, inventory quarantine and release via Quality Control, invoice processing  for inbound, document destruction, and PO Management. The Manager leads and develops a high-performing Order & Data Management  team, ensuring operational excellence through coaching, onboarding, and performance management. The position also champions compliance, client delight , and inclusive team culture, contributing to strategic initiatives and hands-on support as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

Team Leadership & Development

• Lead, coach, and develop a high-performing Operations & Data Management  team, providing regular feedback, performance evaluations, and career development opportunities.
• Foster a culture of accountability, continuous learning, and collaboration.
• Ensure new team members are effectively onboarded and trained across all relevant systems and processes.

Operational Oversight & Issue Resolution

• Oversee daily operations of and client communications to ensure accuracy, timeliness, and compliance with service level agreements (SLAs).
• Monitor team workload and proactively adjust task assignments to meet volume demands and service expectations.
• Serve as the point of escalation for complex client or customer issues and ensure timely resolution.

Process Improvement & Efficiency

• Partner with leadership to identify, recommend, and implement process improvements that enhance productivity, quality, and client satisfaction.
• Utilize metrics and KPIs to monitor team performance, drive operational improvements, and report progress to senior leadership.
• Lead initiatives to document, standardize, and optimize workflows, including SOPs and work instructions.

Cross-Functional Collaboration

• Act as a liaison between various cross-functional teams including Distribution Operations, Supply Chain, Order to Cash, Finance, IT, Serialization, and Client Success to support seamless daily execution/escalations.
• Participate in strategic planning and special projects to support departmental and organizational goals.

Client Relationship Management

• Ensure a positive client experience through consistent service delivery, proactive communication, and timely issue resolution.
• Represent in client calls or meetings as needed to address operational updates or performance discussions.

Compliance, Quality, and Risk Mitigation

• Maintain adherence to internal controls, data accuracy standards, and regulatory compliance related to order processing and client communications.
• Monitor system and process integrity, ensuring pricing, credits, and order entry are executed without errors or delays.

Additional Responsibilities

• Support hands-on execution of operational tasks during peak periods or resource gaps.
• All other duties as assigned
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