Implementation Lead (Remote)

The Associate Director Program Management serves as the Implementation Lead for assigned Patient Access and Support Services (PASS) clients and programs. This role provides end-to-end accountability for complex implementations ensuring cross-functional alignment across operations technology data and technology teams. This role defines and validates program scope plans timelines governance and success metrics for complex multi-phase implementations while driving operational readiness technical integration and continuous improvement.

Program Leadership & Accountability

Serve as the single point of accountability for end-to-end implementations spanning operations technology data interfaces and enablement.

Define and validate program scope plans schedules and success metrics for complex multi-phase launches.

Establish and maintain standardized implementation governance including timeline management risk identification mitigation and escalation.

Manage project scope delivery and costs with minimal supervision; drive execution to completion while mentoring team members as appropriate.

Cross-Functional Coordination

Lead strong cross-functional coordination across PASS Operations Technical Services Data & Integrations Reporting and Client Services teams to ensure alignment to SLAs and client expectations.

Partner with internal stakeholders to secure sponsorship align priorities and ensure ownership for day-to-day delivery and issue resolution.

Serve as the single point of contact for clients Operational Enablement and Technical Services teams to streamline enterprise-level interactions.

Client & Stakeholder Management

Act as the primary client-facing operational leader for implementations and ongoing delivery.

Provide clear timely client communication regarding PASS systems operations readiness and delivery status.

Manage issue escalation decision alignment and expectations across client and internal stakeholders.

People Leadership

Provide direct people leadership for Implementation Managers and program-level resources as applicable.

Coach and develop team members to strengthen program management client leadership and technical delivery capabilities.

Set clear performance expectations aligned to delivery standards SLAs and client outcomes.

Drive accountability performance management and continuous improvement across implementation teams.

Support capacity planning workload balancing and resourcing decisions to ensure scalable and sustainable delivery.

Foster a culture of ownership collaboration and operational excellence.

Enablement & Continuous Improvement

Develop and deploy scalable implementation processes including SOPs work instructions project management tools and technology adoption materials.

Drive continuous improvement through structured issue management data quality oversight and reporting insights to identify trends and root causes.

Support the development and implementation of innovative technology reporting tools and operational processes to improve productivity and client outcomes.

Change & Performance Management

Identify impacts of change initiatives; build awareness and support across delivery teams.

Evaluate program outcomes against defined success metrics and reengineer processes as needed to improve performance and scalability.

Support special projects and additional initiatives assigned to deliver high-quality outcomes and customer value.

Qualifications

Bachelors degree required (Computer Science Business Healthcare or related field preferred) or equivalent experience.

Minimum 35 years of experience in program management implementation account management or operations leadership.

Experience with pharmaceutical patient support copay and/or patient support programs preferred.

Demonstrated operational excellence with strong problem-solving and critical-thinking capabilities.

Strong business financial and people leadership skills.

Exceptional written and verbal communication presentation and stakeholder management skills.

Ability to travel periodically to IQVIA headquarters and client locations.

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IQVIA is a leading global provider of clinical research services commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other status protected by applicable law. is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements misrepresentations or material omissions during the recruitment process will result in immediate disqualification of your application or termination of employment if discovered later in accordance with applicable law. We appreciate your honesty and professionalism.