**Work Schedule**
**Environmental Conditions**
**Position: Associate Director Ops - Clinical Trial Contact Center Solutions**
**Reports To**:Director or above**
**Location: Global/Hybrid**
**GROUP/DIVISION SUMMARY**
When you join the team at Thermo Fisher Scientific, you will do meaningful work, that makes a positive impact on a global scale.
Join 130,000 colleagues who bring our mission to life every single day to enable our customers to make the world healthier, cleaner, and safer!
Our global Clinical Research team, who powers our PPD® clinical research portfolio, is our leading integral contract research organization (CRO).
We provide comprehensive, integrated drug development, laboratory, and lifecycle management services.
Our customers include pharmaceutical, biotechnology, medical device, academic and government organizations.
This role is dedicated to our clinical trial support team, a part of our global Medical Communications business.
We are redefining medical communications.
We go beyond expertise, strategic thinking and innovative technology and seize every opportunity to create connections and lasting relationships with patients, caregivers and healthcare providers (HCPs).
- We deliver robust industry expertise and support for medical information and clinical trial contact centers.
- We believe in a people-centric approach that infuses a caring attitude at every touch point and considers the needs of each individual.
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Oversees day to day operations of one or more projects and directs, mentors and supports operations managers and other members of their project teams.
Ensures that services are provided in accordance with client and PPD Medical Communications' policies and procedures and contractual agreements.
Primary liaison with the client and ensures project report summaries, budget,



audit results, staffing decisions and other critical issues are managed appropriately.
Ensures execution of deliverables meet time, quality and cost expectations.
**WHAT YOU WILL DO**:
- Ensures timely and effective execution on deliverables including scope of work, contractual issues, changes in staffing levels, and budget negotiation by serving as the primary point of client contact; effective troubleshooting for database issues, phone routing or other items as they effect other departments at PPD, vendors, or other departments at the client; maintaining project knowledge; coordinating and implementing new project operations, and monitoring project processes (QA, compliance, SOPs, regulatory) that will maximize quality and client loyalty.
- Reads protocols and translates into project execution that align with Med Comms policies and procedures.
- Manages staff responsibilities including performance management, salary administration, hiring, employee relations, employee engagement, conflict resolution, and employee development.
- Liaises with cross functional leaders to drive deliverables.
- Ensures quality objectives are met and develops and maintains project SOPs, develops and/or reviews corporate SOPs, and complies with all company policies and procedures including SOPs, protocols, GCPs, and regulatory authority compliance.
- Ensures maintenance of profitability through management of billable hours.




Ensures client budgetary goals are met.
- Ensures accuracy and timeliness of client invoice amounts and communicates required changes to Medical Communications finance.
- Participates in capabilities presentations to help secure new business and alerts the Director and Business Development team to new business opportunities with existing clients.
Reviews and provides operational input on proposals, contracts and/or renewals associated with existing clients.
- Participates in the development of processes and strategies designed to assist in meeting the above stated goals on a division-wide basis.
- Drives a culture of immediate action and proactive escalation.
**HOW WILL YOU GET HERE?
**
- Experience with Clinical Trial (Phase 1-4) preferred.
- Previous experience in health care or pharmaceutical industry that provides the knowledge, skills, and abilities to perform the job (comparable to 10+ years).
- Proven leadership skills to include 5+ years of management responsibility.
- Education may be substituted in lieu of some years of experience for advanced degrees such as Pharm.D, Ph.D.
MS and MD.
In some cases, an equivalency consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.
**KNOWLEDGE, SKILLS, ABILITIES**
- Strong knowledge of budgeting and forecasting
- Good knowledge of Clinical Trials
- Excellent leadership skills
- Strong attention to detail and organizational skills
- Effective verbal and written communication skills
- Excellent problem solving and analytical skills
- Excellent time management skills
- Basic computer skills including Microsoft Office and multi-task

📌 Associate Director Ops - Clinical Trial Contact Center Solutions (Xico)
🏢 Thermo Fisher Scientific
📍 Xico