The Manager, Launch Excellence is an energetic, highly collaborative, and passionate patient services leader responsible for helping design both customized and scalable solutions for program launches and transitions. The role focuses on achieving strategic project goals, operational effectiveness, risk mitigation, and revenue optimization. The incumbent will participate in customer discovery and consultation, the design of efficient and effective program solutions, and the implementation and operational launch of those solutions.

• Assist the Director, Launch Excellence with program launch design sessions and lead the creation of Program Design Documents and key deliverables, including business requirements, business rules documentation, patient and healthcare provider journey diagrams, strategic roadmaps, blueprint development, and gap analyses.

• Partner with external and internal stakeholders to gather, understand, synthesize, prioritize, and define business objectives that inform requirements and development sessions across operations, analytics, quality, and outcomes measurement, ensuring alignment with both short- and long-term brand strategies.

• Facilitate and participate in cross-functional development and review of operational assets such as process flows, business rules, correspondence, training materials, and IT documentation to ensure comprehensiveness, consistency, and alignment with customer business objectives.

• Collaborate with Product Management to ensure program solutions are designed and implemented effectively and in alignment with ConnectiveRx capabilities and product offerings. Work closely with Operations to confirm services can be delivered with quality.

• Identify and track strategic and technical opportunities during program launch design to continuously enhance capabilities and delivery.

• Support Project Management and implementation teams by tracking requirement status, navigating scope changes, collecting client deliverables, and adjusting requirements as needed.

• Support sales initiatives at the discretion of the VP, Launch Excellence.

• Perform other duties as assigned.

Education/Degree Requirements/Certifications

• Bachelor’s degree in business, health, science, marketing, communications, or related discipline, or equivalent experience

Experience

• At least 5 years of patient services experience, including at least 1 year of customer consulting or related experience

• Experience in life sciences, pharmaceuticals, or the healthcare industry

Knowledge

• Understanding of patient support and affordability services within the pharmaceutical industry, including market dynamics, commercial strategy development, and product launch design

• Ability to influence audiences, facilitate solution design, and lead discussions such as program journey mapping, phased roadmaps, and executive-level requirement gathering sessions

• Familiarity with compliance and security standards, policies, and risk management

Skills

• Strong customer management skills with an analytical and strategic approach

• Outstanding verbal and written communication skills, with the ability to make complex concepts easy to understand

• Strong analytical, planning, and organizational skills, with the ability to manage competing priorities

Competencies

• Communication: Actively listens and communicates clearly, tailoring messages to different audiences and ensuring key points are understood

• Relationship Management: Builds and manages strong relationships with stakeholders to provide service and support organizational goals

• Process Knowledge: Identifies, documents, and monitors key processes, while developing frameworks for process improvement

• Program/Project Management: Plans, organizes, and manages resources to ensure projects and programs are delivered successfully

Travel or Physical Requirements

• Occasional travel, approximately 10–20%, for customer meetings and collaboration at other ConnectiveRx office locations

Compliance RequirementsAdhere to all Company Policies, Procedures, and training consistent with ConnectiveRx’s Information Security and Compliance Programs, including SOC1, SOC2, PCI, and HIPAA. Maintain strict compliance with company and client policies regarding business rules and ethics, as well as applicable local, state, and federal laws.

Compensation & Benefits:  This position offers opportunities for a bonus (or commissions), with total compensation varying based on factors such as location, relevant skills, experience, and capabilities.   

Employees at ConnectiveRx can access comprehensive benefits, including medical, dental, vision, life, and disability insurance. The company regularly reviews and updates its health, welfare, and fringe benefit policies to ensure competitive offerings. Employees may also participate in the company’s 401(k) plan, with employer contributions where applicable.   

Time-Off & Holidays:  ConnectiveRx provides a flexible paid time off (PTO) policy for exempt employees, covering sick days, personal days, and vacations. PTO is determined based on an employee’s first year of service. Employees also receive eight standard company holidays and three floating holidays annually, with prorations applied in the first year.   

The company remains committed to providing competitive benefits and reserves the right to modify employee offerings, including PTO, STO, and holiday policies, in accordance with applicable laws and regulations.