In this rewarding role, you will be responsible for operational performance for the Ambassador Resource Specialist program. You will also contribute to strategic and tactical development of patient ambassador support initiatives for the franchise. The Ambassador Manager will be responsible for management and coordination of various support functions and activities for the franchise’s Ambassador team. Develop, initiate and pull-through marketing strategies and enhance execution to maximize ROI.
Develops and articulates effective strategies that are impactful, executable, easily communicated, and clinically/financially supported for areas of responsibility (product/indication/channel).
Possesses a broad understanding of overall commercial business, structure, and priorities and proactively set plans to meet evolving business needs.
Combines internal knowledge with external environment understanding to evaluate contractor capabilities to meet business needs.
Leverages critical thinking/problem-solving skills to devise innovative solutions.
Proactively utilizes advanced creative and problem-solving skills to develop best practices for function.
Possesses strong communication and presentation skills to lead collaborative efforts across a diverse customer and vendor base. Demonstrates the ability to deliver complex information in ways that are easily understood.
Manages a diverse workload, multiple demands and competing priorities within the business environment.
Demonstrates strong program management skills to manage ongoing projects.
Adheres to corporate, divisional and departmental Operating Procedures and guidelines.
Meets regularly with key stakeholders, executive sponsors, and working team members to ensure program oversight, maintain timeline & budget, and disseminate project status information on a routine basis.
Supports strategic objectives.
Coordinates logistics for internal and external resources to ensure time efficiency and to meet internal client needs (e.g., program timelines).
Consistently communicates timely and accurate information and progress across functional teams to prioritize projects, meet project timelines and exceed quality standards.
Effectively manages projects to deliver high-quality work product in a timely fashion (meets deadlines)
Uses appropriate data sources to evaluate effectiveness and develop business strategy.
Assists in managing program budget, including development of business and financial justification for key tactics.
Exhibits good business judgment and makes sound decisions within the scope of assigned projects.
Effectively utilize all available resources, either within or outside of direct span of control, to manage diverse workload, maximize productivity and encourage innovation.
B.S./Business, Communications, Marketing or related field
Proven Experience in program management
3+ years of experience in call center industry or related field.
Proven leadership competencies to include setting vision and strategy, building teams, knowing the business, driving for results, and encouraging open exchange of ideas and knowledge.
Strong, proven experience across multiple functions including customer service in fast-paced, service/team environment (call center, customer service, marketing services)
Customer database management and customer relationship management
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.
Workers in this position will be in a general office environment and required to sit, stand, walk, bend, stoop and lift to 50 pounds while operating office equipment and conducting daily duties.
Liveops delivers an on-demand skilled workforce of onshore virtual agents for customer service and sales. With no call center, overhead or wasted idle time, our pay-per-use model scales to meet seasonal or time of day spikes in demand.
More than 400 organizations across service industries including retail, health care, insurance and telecom trust Liveops to deliver an enterprise-grade workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers.
Liveops offers a culture of teamwork, passion and fun! We offer outstanding benefits including insurance, 401k match, and a generous PTO plan.