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Join Amplity, the full-service go-to partner of biopharma companies that delivers flexible + specialized medical + commercial services. No matter where a drug is in its lifecycle, we scale with ease to maximize resources + improve impact for all our clients. Through strategic partnerships + deep therapeutic expertise, Amplity transforms how breakthrough treatments reach the people who need them. Operations Manager: The Operations Manager at all levels is responsible for building and preserving positive relationships with client, brand, marketing, and sales teams, assisting with generating new business, and identifying opportunities for growth while managing one or more of the following:
- Fulfillment vendors for email and direct mail
- Co-pay vendors for co-pay cards and vouchers
- Interactive voice response vendors
- Call center/contact center vendors
- Healthcare Professional Inside Sales and Service Initiatives
To succeed in this role, you should be an excellent communicator, able to work with all levels within the organization, able to build rapport with customers and service partners, comfortable with ambiguity, and demonstrate the ability to handle the pressures of a dynamic environment.
Essential Duties/Responsibilities:
- Manage the fulfillment requirements of multiple Consumer and HCP programs across several brands, including one-time mailings, RM programs and Adherence Programs
- Participate in and/ or facilitate face to face brand strategy, operations and Launch Management Team meetings for each program
- Effectively manage a P&L and budget
- Manage relationships, implementations, multiple vendors, operations, and post-launch responsibilities
- Develop and implement business rules for new business tactics with project execution team members (Brand, Operations Manager, Contact Center)
- Consult with Creative Agencies and Brand Team Members to implement templated assets and approved sizes of DM and EM for faster onboarding of new workstreams
- Manage key project milestones to meet the overall campaign deliverables, including managing the submission of first use for MAP approval and FDA submissions
- Final Quality Assurance of production ready assets
- Manage asset inventory for all DM components
- Manage re-reviews for all DM and EM assets to ensure adherence with MAP approval and FDA submissions
- Establish, track and analyze fulfillment operations/ metrics to identify critical trends and implement needed process enhancements
- Ensure compliance with regulatory requirements and guidelines (including 48hr PI, OIG guidance, Vermont pricing and other state requirements)
- Manage the implementation of various patient benefit programs (copay and voucher cards), including developing the business rules and managing prefix assignments
- Develop key operational reports for fulfillment management to monitor performance and drive continuous process improvements
- Strategic partner to the Client's marketing team to design, develop and manage the consumer contact center channel supporting new product launches, line extensions, copay card programs, direct to consumer and relationship marketing campaigns
- Support multiple concurrent contact center brand programs, including Inside Sales and service programs
- Identify and document contact center requirements
- Develop CRM call guide/script, FAQs and relevant contact center assets and spearhead assets through the Material Approval Process (includes attending face-to-face MAP meetings)
- Develop phone tree strategies to ensure first call resolution and seamless call triage to key functions including drug safety, quality, patient services, MIC and patient assistance
- Development and management of program timelines, requirements, logistics and launch
- Develop and reconcile monthly call forecasts and budget
- Conduct User Acceptance Testing of call guides, IVRs, and other assets
- Develop and facilitate contact center training
- Quality Monitoring of 3rd party vendor call center
- Periodic site visits to 3rd party vendor call center for training, monitoring, focus groups and program launches
- Manage program escalations
- Analyze and manage program performance against KPIs
- Communicate program status, performance and insight reporting to key stakeholders
- Exceptional communication skills (written and verbal)
- Ability to multitask and prioritize
- Proven proficiency in the area of teamwork
- Strategic partner to the Client's sales and marketing teams to design and develop outbound Healthcare Professional Sales and Service programs (Inside Sales)
- Understand Brand strategy/ unmet customer needs and develop recommended Inside Sales/ Service support model
- Management of Inside Sales programs, including liaison with Training for product training and certification; Compliance for quality monitoring; Brand for strategy, messaging and materials
- Identify and document contact center requirements
- Liaison with IT and Business Rules vendor for metadata setup and CRM programming
- Coordination with IVR/ Telephony contacts for procurement of toll-free numbers and programming and testing of upfront messaging and routing
Education and Experience:
- BA/BS Degree or equivalent work experience
- 3+ years of experience with Fulfillment operations (DM, EM and SMS) and project implementations with experience managing a minimum of 3 implementations simultaneously
Other Requirements:
- Minimum at-home requirement of High-Speed Cable Internet or Fiber Optic Cable to ensure ability to work remotely from home as required by business need
Knowledge, Skills and Abilities:
- Demonstrated ability to effectively manage multiple projects with competing priorities concurrently
- Effective at collaboration and communication with internal and external stakeholders
- Pharmaceutical industry experience in the area of fulfillment operations
- Proven proficiency in the area of teamwork
- Expert ability in managing the details to ensure quality and compliance adherence
- High attention to detail and ability to follow through on escalations
Performance Competencies:
The expectation is that all ops managers will demonstrate the following in order to help carry out the mission and goals of the organization:
- Strong Attention to Detail
- Business Acumen
- Business Savvy
- Communication
- Collaboration
- Customer Focus
- Decision-making
- Managing Work
- Organizational Skills
- Planning and Organizing
EPIIC Values: All positions at Amplity have a responsibility to demonstrate our EPIIC Values in order to uphold our high-service standards. Excellence: We set high standards. We are solutions-focused and achieve outstanding results with a professional and positive attitude. Passion: We love what we do. Our energy inspires, engages, and motivates others. Innovation: Our ideas set us apart. We are curious and bold and challenge traditional ways of working. Integrity: We are open, honest, and transparent. We do the right thing with courage and understanding. Collaboration: We are better together. We actively seek the participation of others to achieve greater outcomes. About Us Amplity powers biopharma innovation through expert-led teams that deliver. Whether you knew us in the 80's as Physician Detailing Inc., or in the 00's as part of Publicis Health , the companies that came together in 2019 to form Amplity have delivered contract medical, commercial + communications excellence for 40+ years. Our people-driven, tech-enabled DNA fuels everything we do.Our professionals understand the pharmaceutical industry from the inside out. With a deep grasp on product lifecycles, marketing hurdles, operational nuances + the complex needs of providers and patients, we help our clients launch products + operate smoothly with precision - across all business shapes, sizes + specialties. We are on a mission to improve patient outcomes through executional excellence - enabling our partners in pharma to thrive in turn. At Amplity, we are allies in excellence. And we do it quicker, better, nicer than anyone else. Our Diversity Policy We encourage and support equal employment opportunities for all associates and applicants for employment without regard to sex, race, color, religion, national origin, age, disability, marital status, sexual orientation or veteran status. Employment decisions are evaluated on the basis of an individual's skills, knowledge, abilities, job performance and other qualifications. In addition, Amplity Health maintains policies and procedures designed to comply with applicable federal, state and local laws governing non-discrimination in employment in every location in which Amplity Health has facilities.
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Amplity Health
Jan 23, 2026