Senior Manager, Delivery - PAP

Job Description

Senior Manager, Delivery - Patient Assistance Program (PAP)
Are you ready to lead a critical part of our organization and deliver impactful business results?
Do you have the expertise to manage and execute diverse portfolios while ensuring customer satisfaction and meeting organizational targets?

About the Role
As the Senior Manager of Delivery, you will provide leadership and strategic oversight for a key part of our business, specifically focused on supporting a Patient Assistance Program (PAP) for a prominent pharmaceutical client. You will manage the performance and results of specific teams and functions that contribute to service delivery, revenue generation, and operational profitability. This role involves guiding professional staff, developing strategies, and implementing initiatives to achieve business goals.

You will also lead the delivery of customer contracts and relationships as a strategic partner, ensuring adherence to contractual obligations and delivering best-in-class service operations. Your work will directly impact access to essential medications for patients in need through high-quality, compliant, and compassionate service delivery.

Responsibilities

• Lead and Manage PAP Service Teams: Oversee operations teams across multiple locations to ensure client satisfaction and exceptional program performance for the Patient Assistance Program.
• Team Performance Management: Direct hiring, training, and professional development of staff, ensuring that teams are equipped to handle the sensitive and critical nature of patient access services.
• Financial Performance Oversight: Manage the program's P&L and ensure alignment with financial targets, while identifying opportunities for operational efficiency.
• Strategic Program Development: Identify client-specific challenges and lead initiatives to enhance the program's effectiveness in providing access to medications and support services.
• Client Collaboration & Contract Execution: Work closely with sales and account teams on client communications and contract execution, ensuring delivery meets all contractual obligations and service expectations.
• Program Governance: Ensure smooth program operations with strong governance, compliance, and quality controls in place.
• Drive KPI and SLA Excellence: Lead continuous improvement initiatives focused on achieving or exceeding performance metrics, including call handling times, case resolution, and patient satisfaction.
• Employee Engagement and Growth: Create a strong team culture that emphasizes engagement, career development, and talent retention.
• Compliance Leadership: Ensure all PAP operations meet regulatory and legal requirements and maintain a strong focus on patient confidentiality and program integrity.

Requirements

• A minimum of 3+ years of experience in Patient Assistance Programs or healthcare reimbursement services is strongly preferred.
• Previous leadership experience managing pharmaceutical support services, contact center operations, or healthcare access programs.
• Strong understanding of compliance and regulatory frameworks relevant to patient support services.
• Technically savvy with experience working in client CRM platforms and case management tools.
• Excellent communication and stakeholder management skills, especially with client-facing responsibilities.
• Demonstrated success in managing large teams and delivering results in a matrixed environment.
• A patient-focused mindset with a passion for improving access to care.
• Must be currently eligible to work for any employer in the United States.

Flexible Working:

At Conduent, we value individuality and flexibility in how our associates work and deliver their best. In this role, you can expect the following working conditions:

• Remote work: Enjoy the flexibility of working from home, optimizing your work-life balance.

Working For You:

Perks and rewards designed for you:

• Health and Welfare Benefits: Tailored to fit your and your family's needs, effective from day one.
• Retirement Savings: Supportive plans to help you secure your financial future.
• Employee Discounts: Access a broad array of discounts on merchandise, services, travel, and more.
• Career Growth Opportunities: A variety of opportunities to advance your career within a global company.
• Paid Training: Earn while you learn with access to award-winning learning platforms.
• Paid Time Off: Attractive packages designed to help you enjoy your life outside of work.
• Great Work Environment: Join an award-winning culture recognized for diversity and inclusion efforts.

Join Us:

At Conduent, we are united by a single mission. We know that our success is tied to the success of our associates. We strive to create an environment where you can:

• Bring your authentic self to work every day.
• Grow and thrive both personally and professionally.
• Make a meaningful impact with our clients, in our communities, and for the millions of people we serve.

When you join Conduent, you are part of a future-oriented team - shaping both the company's and your own future. With more than 54,000 associates in 24 countries, you'll have opportunities to grow with people who inspire you to be your best.

Pay Transparency: Certain jurisdictions require the disclosure of compensation and benefits-related information. For this position, actual salaries will vary and may be above or below the range based on factors including but not limited to location, experience, and performance. In addition to base pay, this position may be eligible for bonuses or incentives. Conduent offers a variety of benefits including health insurance, dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and sick time. The estimated salary range for this role is $105,000-$120,000

About Us

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

About the Team

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.