Director of Client Services

About the role

iQVIA is seeking a Director to lead a high-performing, patient-centric client services program. The role oversees program strategy, operations and team performance for a large pharmaceutical copay initiative covering multiple products and disease states. The position is based in Durham.

Key responsibilities

• Lead end-to-end program operations, including design, execution and continuous improvement of patient support and copay initiatives
• Serve as the primary client partner, ensuring strategic alignment, strong relationships and transparent communication
• Provide leadership and direction to managers and staff, fostering accountability, innovation and continuous development
• Manage program resources, budgets and staffing, including recruitment, onboarding and performance management
• Coordinate cross-functional teams to deliver integrated, compliant solutions aligned with client and business objectives
• Monitor program performance using KPIs, metrics and trend analysis, and report insights to executive leadership and stakeholders
• Oversee risk mitigation and ensure program scalability and operational excellence
• Facilitate collaboration between clients, internal teams and third-party partners
• Drive change management, including program enhancements and CRM/system updates
• Maintain SOPs and documentation in line with SLAs, regulatory requirements and contractual obligations
• Represent the program in governance forums, including QBRs and strategic planning sessions

Required profile

• Bachelor's degree with 7+ years of experience in healthcare, service or information-based industries, including leadership experience
• Strong knowledge of specialty pharmacy and its integration with manufacturers and payors
• Proven leadership skills, with experience coaching, motivating and developing high-performing teams
• Experience building collaborative relationships with internal and external stakeholders
• Experience managing complex data and reporting processes, and financial and budget management
• Contact center experience, including script review and training, preferred

Required skills

• Advanced proficiency in Microsoft Office and database management tools
• Strong analytical, organizational, problem-solving and communication skills

What we offer

• Base pay range of $150,000 - $165,000 annually, depending on qualifications, location and schedule
• Possible incentive plans, bonuses and other forms of compensation
• Health and welfare benefits and other benefits, depending on the position