IQVIA Associate Clinical Operations Director in Durham, North Carolina

Q2 Solutions is a leading clinical trial laboratory services organization with end-to-end laboratory services and secure, enterprise-wide biospecimen and consent management solutions. With a relentless focus on quality and innovation, Q2 Solutions uses its global experience and scientific expertise to transform science and data into actionable medical insights that help customers improve human health. A joint venture of IQVIA (formerly QuintilesIMS) and Quest Diagnostics, Q2 Solutions combines the best of each parent organization’s clinical trials laboratory services capabilities to fulfill its mission of treating each sample as if a life depends on it.

Q2 Solutions is a leading clinical trial laboratory services organization with end-to-end laboratory services and secure, enterprise-wide biospecimen and consent management solutions. With a relentless focus on quality and innovation, Q2 Solutions uses its global experience and scientific expertise to transform science and data into actionable medical insights that help customers improve human health. A joint venture of IQVIA (formerly QuintilesIMS) and Quest Diagnostics, Q2 Solutions combines the best of each parent organization’s clinical trials laboratory services capabilities to fulfill its mission of treating each sample as if a life depends on it.

PURPOSE

Serve as expert in management and enhancing client relationship(s); maintain an overview of customer portfolio from an operational & financial perspective, throughout the lifecycle of each project; communicate with Project teams, Senior Project Managers and Business Development to ensure excellent delivery to customers and consistency within programs, including implementation of best practices and driving client specific performance improvement projects.

RESPONSIBILITIES

  • Responsible for Sponsor Lab wide delivery with rapid escalation action, driving excellence in delivery across all studies within the portfolio.

  • Establish a close working relationship with the Central Lab global project team, Business Development, Operational teams and appropriate CDS counterpart to ensure consistent, quality, global delivery of all studies.

  • Participate on client specific operational committees, with accountability for developing a true partnership and ensure senior management is frequently informed on current status and progress with the client relationship.

  • Participate in client meetings including bid defense, capabilities and audits as needed and demonstrate expertise and ability to influence decision making.

  • Lead Internal Governance meeting to build momentum and action for the client

  • Lead External Governance meetings with excellent preparation and lead successful meeting

  • Represent Central Lab at key strategic meetings including but not limited to Sales meetings, Quintiles clinical CSMG strategy meetings, Account strategy program meetings

  • Establish Functional Therapeutic Expert Group Goals (FTEG Goals) agreed with sponsor and provide quarterly updates on success of delivery for each goal.

  • Utilize expertise to regularly review with Central Lab global project team and Business Development to include; lessons learned, best practices, standards, client specific requirements, budget management, KPI’s, Master Service Agreement, customer surveys, and discuss progress, actions, next steps and responsibilities.

  • Lead Sponsor Internal Community resource team through active forums providing account level updates

  • Establish an lead upskilling programs via Sponsor Centre of Excellence Training Academy

  • Ensure client standards are defined, communicated, trained, and proactively manage and communicate changes to client standards and/or client requirements.

  • Ensure best practice harmonisation & implementation across client account

  • Track and manage performance metrics and/or service level agreements and manage process improvement to ensure excellent service delivery.

  • Develop and oversee clear communication plans with project teams and client(s)

  • Participate in technical reviews and proposal development as needed to ensure standards are captured.

  • Facilitate both the preparation and delivery on client calls and meetings, dependent on need and communication plans.

  • Drive specific client requests across the internal Central Lab organization and where appropriate to implement best practices and process improvements across all clients.

  • Assist in the development and mentoring of new employees.

  • Lead client process improvement and global initiatives as part of FTEG agreement

  • Regularly review OCL global training plans and eSOP reading list for relevance and modify as needed.

  • Manage the OCL SOP’s through the eSOP database

  • Act as backup to Director of Client Relations and assist in the support of the wider OCL and the development of the Customer Governance teams.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

  • Knowledge of operations and all project services job functions globally.

  • Knowledge of “assigned” customer(s) expectations, requirements and needs.

  • Solve complex problems by assuring cooperation from multiple departments.

  • Excellent organizational, analytical and problem solving skills.

  • Adaptability and flexibility in a fast-paced working environment.

  • Ability to deliver high quality project management globally with a sense of urgency and ability to drive activities to closure.

  • Ability to communicate clearly and regularly internally across departments and regions and externally with global clients.

  • Ability to establish and maintain effective working relationships with coworkers, managers and clients

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

  • Bachelor's degree in science related field and minimum 10 years of clinical or research industry experience, including 5 years project management experience; or equivalent combination of education, training and experience

PHYSICAL REQUIREMENTS

  • Domestic and international travel

  • Extensive use of telephone and face-to-face communication requiring accurate perception of speech

  • Extensive use of keyboard requiring repetitive motion of fingers

  • Regular sitting for extended periods of time

EEO Minorities/Females/Protected Veterans/Disabled

At IQVIA, we have a vision. Where every healthcare decision is based on evidence. Where data science and human science come together to improve global health. Where new and creative solutions aren’t just possible – they are expected.

Thank you for your interest in growing your career with us. It takes insight, curiosity, and intellectual courage to transform healthcare. The 56,000+ employees of the IQVIA family of companies, including Q2 Solutions, are reimagining a world without the consequences of disease. We are brave minds bringing powerful ideas to reality. At IQVIA, you can truly make an impact in an environment where you’re supported to succeed.