Director

• Own the health, performance, and integrity of a high-performing global support organization
• Set the standards for how managers lead, coach, and develop their teams
• Inspect execution, intervene early when performance or culture signals warrant it, and serve as the strategic voice of Support across cross-functional initiatives
• Review team-wide performance trends across productivity, backlog, CSAT, QA, and KCS
• Audit manager 1:1 notes and coaching plans for completeness, tone, and follow-through
• Monitor escalation patterns and identify systemic issues requiring cross-functional resolution
• Champion process improvements in collaboration with Product, Ops, and Engineering
• Conduct regular skip-level conversations to surface engagement signals and management blind spots
• Lead monthly performance calibration sessions, ensuring coaching plans and PIPs are fair, consistent, and well-documented
• Partner with cross-functional leaders on operational issues and company-level initiatives

Senior Director, Enterprise Support

• Build strong, trusted relationships with clients and serve as a strategic partner
• Develop a deep understanding of client KPIs and SLAs within the first 60 days
• Identify and execute proactive opportunities to improve performance, satisfaction, and outcomes
• Oversee complex multi-client utilization review and utilization management operations
• Drive measurable improvements in performance, productivity, and SLA attainment
• Lead data-driven decision-making using dashboards and analytics tools
• Champion adoption of new technologies and investment capabilities
• Lead large-scale change initiatives across people, process, and technology
• Partner cross-functionally to implement process and system improvements
• Lead, develop, and mentor a large, multi-layered team (125–175 employees globally)
• Manage and empower direct reports (minimum of 3 leaders)
• Foster a high-performing culture aligned with organizational values

Director, Virtual Utilization Review

• Creates territory specific business plan to increase engagement (sales) and meet expected goals with the Company’s brand and products.
• Assists with assigned field-related efforts with bar review engagement, including focus group and related feedback activities with students and schools, Company events, school visits, industry conferences and other external opportunities.
• Creates assigned content to support academic and bar success.
• Establishes and maintains direct contact with member schools (particularly influencers and faculty/administrators involved with bar review and academic success), students and student groups, and other related organizations within assigned region, including regularly scheduled in-person visits, phone calls, workshops, webinars, emails and other written communications.
• Serves as company ambassador at industry conferences, tradeshows, and other assigned events.
• Recruits, trains and supports student ambassadors.
• Provides direct support and mentoring to student users of the bar review program.
• Maintains contact management system (CMS) records, including updated contact information, event tracking and campaign participation.
• Maintains knowledge of Company products and services and how they can be utilized for multiple purposes and audiences.
• Offers analysis and recommendations for new services and products that could benefit member schools and their students and recent alumni.
• Contributes to the development and quality control of new products, services, and communications for member schools and their students and recent alumni.
• Maintains social media presence to promote Company, for lead development and nurturing, and other opportunities in collaboration with marketing.
• Keeps National Director aware of any red flag issues.
• Other duties as assigned.

Regional Director – Bar Review

• The Partnership Success Director is responsible for day-to-day client operations and the planning, development, and implementation of policies, objectives, and initiatives for acute or physician revenue cycle activities.
• This role forms and nurtures relationships with clients, influences and directs operations, and ensures results are consistently delivered.
• The Director communicates organizational values and positive leadership to all associates and is accountable for client performance expectations.
• Position is responsible for <$1B net revenue or <5 facilities under management.
• Articulates plans with client deliverables, timelines, outcomes, and actions, and monitors bad debt and process improvements in key areas.
• Identifies gaps in client support or performance and proposes solutions to drive improvement.
• Builds relationships and organizational alignment, influences decisions, and engages onsite operational teams to drive results.
• Participates and leads program-level meetings with stakeholders, working closely with CFO and client leadership to support analysis, reporting, and service line development.
• Acts as a revenue cycle expert, ensuring prompt communication of changes related to payer policies, contracting, regulatory updates, and compliance requirements.
• Assists client leadership in understanding revenue cycle processes, metrics, tools, and reports.
• Facilitates monthly client meetings to review operations performance, strategic initiatives, partnership opportunities, and escalated support needs.

Director, Client Delivery

• Manages ICSR Management Unit for assigned staff and ensures all unit-relevant activities are delivered within agreed extent
• Contributes to achieving company´s goals and objectives
• Performs project budget reviews, and provides support to, and management of, the ICSR leads
• Independent analysis of workload, productivity and utilization of resources and their appropriate redistribution
• Coordination with other departments for all activities related to the ICSR Management Unit
• Managing the assigned ICSR Management Unit effectively
• Ensuring adequate resources within the ICSR project teams to achieve the maximum level of productivity and utilisation
• Setting productivity targets for ongoing projects and reviewing proposed target updates as required
• Defining the appropriate reallocation of resources in ICSR Management Unit
• Managing ICSR Leads/Line Managers to ensure all employees are adequately utilised and productive
• Notifying the Resourcing department about the need for additional resources for assigned project teams
• Proposing the necessary changes within the project team processes to ICSR leadership
• Finding solutions and introducing best practices to increase productivity and utilization within the ICSR Management Unit
• Training and mentoring of ICSR Line Managers and senior staff
• Preparing various analyses and reports
• Reviewing budgets and resource allocations for all new projects and new scope of work for existing projects

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Senior Director, Enterprise Support

Director, Virtual Utilization Review

Regional Director – Bar Review

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Director of ICSR, Pharmacovigilance