ABOUT WCG: WCG’s clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials. WCG is proud to serve individuals on the frontlines of science and medicine, and the organizations striving to develop new products and therapies to improve the quality of human health. It is our role to empower them to accelerate advancement, while ensuring the risks of progress never outweigh the value of human life.

WHY WE LOVE WCG: At WCG, our employees are our most valuable asset, and as with all our assets, we invest in them with an eye toward future success. We provide each eligible employee with a comprehensive set of benefits designed to protect their personal and financial health to help make the most of their future.

• Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accounts
• Employee Assistance Programs and additional work/life resources
• Referral Bonuses and Tuition Reimbursement
• Flexible PTO
• Volunteer Time Off to benefit the community
• Opportunities for career development with on-the-job training, certification assistance, and continuing education reimbursement

The expected base salary range for this position is $64,300 to $100,000. This salary range may vary based on the candidate’s qualifications, experience, skills, education, and geographic location.

JOB SUMMARY: The Service Delivery Manager (SDM) is responsible for ensuring the highest level of customer satisfaction of WCG Clinical Endpoint Solutions clients by overseeing the  internal management of client escalations and  quality events, The SDM will work closely with both internal teams and Subject Mater Experts to understand challenges and issues while providing support and direction to project teams to develop timely and appropriate solutions. The ideal candidate will possess strong coordination, collaboration and negotiation leadership skills, a deep understanding of GCP,  and a proactive approach to problem-solving, with an ability to organize and efficiently track and manage key events to conclusion.

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.  The accountabilities listed below are representative of the knowledge, skills, and/or ability required.

• Act as the primary point of contact internal team members for customer escalations and manage daily escalation meetings.
• Analyze and address escalated issues, coordinating with relevant teams to ensure timely resolution.
• Develop proactive measures to prevent future escalations.
• Develop core escalation and quality event metrics and measures to demonstrate success and improvement.
• Manage assigned escalations inclusive of entry of all related quality events and lead quality event meetings to ensure timely solutioning and quality event resolution.
• Track and monitor quality events to support appropriate and timely closure as well as action completion, working closely with Subject Mater Experts, Investigation leads and QA.
• Identify areas for improvement and develop action plans to address deficiencies and redundancies.
• Review the need for Quality Control steps in controlled document processes with a Quality, effectiveness and efficiency approach. Assessing conversion of manual activities to automated solutions, QC redundancies and efficiencies.
• Collaborate with teams to implement process improvements and enhance service quality.
•  Support Subject Matter Experts with controlled document development and input.
• Build and maintain strong relationships with internal stakeholder, understanding their business needs and ensuring their satisfaction with our services.
• Conduct regular escalation review meetings with WCG executive leadership team to discuss performance, issues, trends, metrics and improvement plans.
• Provide training on Escalation process and Quality Event lessons learned with ongoing guidance and support to internal team members to achieve their performance and development goals.
• Identify and implement best practices in service delivery and escalation management.
• Drive continuous improvement initiatives to enhance service efficiency and quality.
• Attendance and punctuality are essential functions of the position.
• Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.

EDUCATION REQUIREMENTS: Bachelor’s degree in Business Administration or related field and/or 5 years related experience in a clinical environment (CRO, pharmaceutical company, or other centralized service provider used in clinical studies) or the equivalent combination of education, skills and experience to perform the job.

QUALIFICATIONS/EXPERIENCE:

• Minimum of 3 years of experience in clinical trials.
• Previous experience leading projects preferred.
• Proven experience managing escalations and conducting quality event meetings.
• Exceptional communication and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Ability to influence and lead cross functional teams in a matrix environment.
• Ability to manage multiple priorities
• Experience with service management tools and platforms.

TRAVEL REQUIREMENTS:   

Physical and Sensory Requirements:  The physical and sensory requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be offered to individuals with disabilities to assist in performing the essential functions of the position. Work activities involve light to moderate physical effort (for example, sitting in one place for extended periods of time, standing, walking, bending, lifting lightweight objects, intermittent to sustained periods of keyboarding).  Majority of time is spent in a seated position with frequent opportunity to move about at will.  Activities require a variety of easy muscle movements.  Work activities involve a frequent need to concentrate on a variety of sensory inputs for moderate to lengthy durations at a time requiring diligence and attention to interpret effectively.  There will be a need to attend to single or simultaneous tasks where accuracy of details is important.  The need for detailed and precise work is high.