The Senior Patient Experience Operations & Program Lead is a senior contractor responsible for building, organizing, and optimizing the operational infrastructure that supports CMH Patient Experience programs across multiple brands and cross-functional teams.
This role functions as a high-autonomy operational lead focused on improving visibility, coordination, workflow consistency, and execution efficiency across patient experience initiatives. The individual will work within existing tools, platforms, and team structures to establish scalable processes, improve operational governance, and support effective cross-functional collaboration.
The ideal candidate is an experienced operations and program management professional with a strong background in regulated healthcare or pharmaceutical environments who can bring structure to complex initiatives, proactively identify operational gaps, and improve the way teams work together.
Required
- 8 10+ years of experience in program operations, marketing operations, PMO, project management, or operational coordination within pharmaceutical, healthcare, or regulated environments.
- Strong experience supporting complex cross-functional programs with multiple stakeholders, timelines, dependencies, and approval processes.
- Experience working within regulated marketing and content approval environments, including familiarity with MLR workflows and Veeva or equivalent systems.
- Demonstrated ability to improve operational processes, establish workflows, maintain governance documentation, and support scalable program execution.
- Strong organizational, communication, and coordination skills with the ability to manage multiple workstreams simultaneously.
- Experience working within project management and collaboration platforms such as Monday.com, Smartsheet, Asana, Jira, Microsoft ecosystem, or equivalent.
- Ability to identify operational inefficiencies, recommend process improvements, and proactively manage execution risks.
IDEAL PROFILE
The strongest candidates for this role are likely to come from:
- Marketing Operations
- PMO / Program Operations
- Customer Experience Operations
- Commercial Operations
- Agency Program Management
- Healthcare or Pharma Operations
This role is best suited for someone who excels at:
- organizing complex workflows,
- improving operational efficiency,
- driving accountability,
- coordinating across stakeholders,
- and building scalable operational structure within fast-moving environments.
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