Manager, Trade Operations

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

📋 Description

• Directly oversee and nurture a team of analysts and specialists through regular one-on-one meetings, coaching, performance evaluations, and career advancement initiatives.

• Act as the main point of contact for strategic customers regarding trade and contract issues.

• Establish and maintain trusted, long-lasting relationships with customers.

• Facilitate regular meetings with customers.

• Develop and present business reviews and performance updates to customer stakeholders.

• Take ownership of implementation and hypercare processes for new customers.

• Provide domain guidance to implementation project managers.

• Ensure a seamless transition to steady-state support.

• Manage updates to contracts, pricing modifications, and the establishment of new contracts for rebate and chargeback agreements.

• Guarantee accurate and prompt downstream processing.

• Handle escalations, disputes, and inquiries from wholesalers until resolution.

• Collaborate with wholesalers, GPOs, and customer finance teams.

• Work with global delivery teams on SLAs, KPIs, quality assurance, and workload planning across different time zones.

• Conduct root cause analyses on recurring issues.

• Promote process enhancements, automation, and workflows supported by AI.

• Work together with Product, Solutions, and Support teams on system improvements, user acceptance testing (UAT), and release readiness.

• Maintain documentation, standard operating procedures (SOPs), and support for audits.

• Foster cross-training initiatives to ensure knowledge is shared throughout the team.

⛳️ Requirements

• A minimum of 7 years of experience in US pharmaceutical trade operations, including rebates and chargebacks (PBR, DSA, GPO administrative fees, or managed care).

• At least 3 years of experience in direct people management, including one-on-ones, performance reviews, and career development.

• Bachelor’s degree in Finance, Accounting, Business, or a related field, or equivalent professional experience.

• Strong comprehension of contract pricing, membership validation, GPO structures, wholesaler chargebacks, and rebate frameworks.

• Demonstrated experience in customer-facing roles, including delivering business reviews and performance updates to senior stakeholders.

• Familiarity with onshore/offshore delivery models, including experience leading or collaborating with offshore teams across multiple time zones.

• Experience with ICyte, Model N, or SAP is advantageous.

• Advanced skills in Microsoft Excel.

• Proficiency with AI-supported tools is a plus.

• Excellent written and verbal communication skills, with sound judgment under tight deadlines.

• Ability to show accountability, curiosity, adaptability, and a mindset focused on continuous improvement.

• Valid US work authorization that does not currently require and will not in the future require visa sponsorship.

🏝️ Benefits

• Comprehensive and affordable medical benefits.

• Student Loan Reimbursement program.

• Flexible Paid Time Off policy.

• Paid Parental Leave.

• 401(k) Plan with a company match.

• Extensive Learning & Development opportunities.

• Access to over 700+ development courses available free to all employees.