Manager, Monitoring Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Implement established monitoring initiatives across calls, omni-channel communications, and case/eligibility documentation within CRM systems.

• Enforce and manage monitoring standards, audit criteria, sampling techniques, and documentation needs.

• Perform regular calibrations, quality assessments, and validation of audit results.

• Supervise compliance monitoring for policies, privacy/data protection, and adherence to AE/PTC reporting; escalate any issues that arise.

• Manage and uphold monitoring workflows, evaluation tools, job aids, and checklists.

• Act as a subject matter expert in monitoring for Genesys and CRM platforms; evaluate product releases and coordinate testing, validation, and updates.

• Collaborate with IDS, DDIT, Product, Legal, Compliance, ATP Customer Support, Program Management, and Business Operations on system improvements and reporting solutions.

• Examine monitoring outcomes to identify patterns, systemic risks, and data integrity issues; facilitate triage and resolution, escalate findings, and support audit preparedness and stakeholder reporting.

⛳️ Requirements

• A bachelor's degree is mandatory.

• Over 5 years of experience in contact centers, patient services, and/or quality and compliance monitoring in healthcare or pharmaceuticals, including case auditing and program oversight.

• Experience in regulated or risk-based settings, with knowledge of controls, evidence, and compliance frameworks.

• Capability to design and execute monitoring routines, QA playbooks, and standardized workflows.

• Strong analytical skills and judgment; adept at transforming data into actionable insights and governance-ready reports.

• Ability to work collaboratively across functions on product and process enhancements and continuous improvement initiatives.

• Advanced skills in MS Office, including Excel and PowerPoint.

• Familiarity with reporting and dashboard development tools, such as Tableau or Power BI.

• Experience with contact center and quality monitoring systems, such as Salesforce, Verint, Genesys, or Five9.

• Preferred: experience in pharmaceutical patient support/hub services and reimbursement programs, knowledge of AE/PTC reporting, and skills in launch/hypercare support.

• Preferred: bilingual proficiency in English and Spanish, along with certifications such as Six Sigma or PMP.

🏝️ Benefits

• Performance-based cash incentive.

• Eligibility for annual equity awards, depending on the role level.

• Comprehensive health benefits.

• Life insurance benefits.

• Disability coverage.

• 401(k) plan with company contribution and matching.

• Vacation time.

• Personal days off.

• Paid holidays.

• Additional leave options.

• Reasonable accommodations for individuals with disabilities.