Sr. Mngr/associate Director, Process Design & Deployment - Remote Eligible

Sr. Mngr/Associate Director, Process Design & Deployment

This role sits at the intersection of healthcare operations, technology, and process transformation, focused on improving how patients access critical and life-saving therapies. You will lead the design and optimization of end-to-end operational workflows, ensuring seamless alignment between business needs, CRM systems, and technical capabilities. Acting as both a strategic advisor and hands-on process expert, you will translate complex operational requirements into scalable, system-enabled solutions. The position requires close collaboration with client-facing teams, technology stakeholders, and operations groups to ensure smooth program design, implementation, and continuous improvement. You will also play a key role in data-driven decision-making, supporting reporting, analytics, and system integrations. This is a high-impact leadership role within a fast-paced environment dedicated to improving patient outcomes through operational excellence.

Accountabilities

In this role, you will act as a key advisor and process architect, ensuring that operational programs, systems, and workflows are designed and deployed effectively to meet both client and organizational needs. You will bridge business requirements with technical execution, supporting end-to-end program delivery and continuous improvement.

• Serve as a subject matter expert and consultant on program design, aligning business needs with technical workflows and system capabilities
• Translate customer requirements into structured process designs, ensuring alignment with CRM systems and operational standards
• Support business analysts and operations teams in documenting workflows, data flows, and integration requirements
• Design and document end-to-end patient journey processes, supporting discovery sessions and program implementation
• Contribute to data mapping, data migration, system integration, and validation activities
• Support CRM reporting, dashboard development, and operational analytics for program performance tracking
• Assist in user acceptance testing (UAT), system deployment, and hypercare support phases
• Collaborate across operations, training, IT, and analytics teams to ensure smooth program execution and enhancement
• Support sales activities, including CRM demos, presentations, and RFP responses

Requirements

The ideal candidate brings strong experience in healthcare operations, CRM systems, and process design, with the ability to translate complex workflows into scalable operational solutions. You are comfortable working across technical and business teams in a highly collaborative, client-facing environment.

• Bachelor's degree and 8+ years of experience in operations, project management, customer service, or training
• Strong experience in HUB operations, including nursing, reimbursement, or patient assistance programs (PAP)
• Hands-on expertise with Salesforce CRM as a power user, including dashboards, reporting, and UAT support
• Experience in data mapping, data migration, and system integration activities
• Strong understanding of end-to-end operational workflows and process improvement methodologies
• Ability to work across multiple functional teams, including IT, analytics, training, and business operations
• Excellent presentation and communication skills, including client-facing and training experience
• Proficiency in Microsoft Excel, PowerPoint, and Visio
• Experience working with offshore or nearshore teams and external partners
• Strong analytical mindset with the ability to identify inefficiencies and recommend improvements

Benefits

• Competitive compensation aligned with experience and seniority level
• Remote work flexibility within the United States
• Opportunity to contribute to patient access and healthcare impact initiatives
• Exposure to large-scale CRM, data, and process transformation programs
• Collaborative and cross-functional work environment
• Career development opportunities in process design and operational leadership
• Participation in meaningful, mission-driven healthcare programs
• Inclusive and supportive workplace culture focused on growth and learning