Operations Manager

AmerisourceBergen has ongoing opportunities and needs for Operations Managers.


Under the general direction of a Senior Manager or Director, the Manager, Operations is responsible for the administration and management of an operational program. This includes managing a team of associates, recruiting & selecting talent, managing and driving performance, establishing performance goals and expectations, ensuring adherence to compliance requirements, client issue resolution, and the management of overall operations.

  • Ensure program is operating according to contractual obligation by providing day-to-day guidance to team members, monitoring compliance to program policies and procedures and turn-around times, and ensuring adherence to quality expectations
  • Develop and leverage incentive plans and engagement activities to drive performance and morale on the team
  • Conduct both formal and informal feedback discussions with associates to include yearly performance reviews and regular one-on-one discussions.
  • Drive program performance by establishing performance metrics & goals; provide ongoing coaching and feedback to reinforce and address performance
  • Assess team members for potential, strengths and development needs and conduct career development discussions to grow the talent pipeline
  • Analyze quality and performance reports for trends, make process improvements, provide coaching or retraining where needed
  • Drive onboarding process for the team by monitoring staffing levels, posting roles, interviewing and selecting talent for the team
  • Translate and oversee organizational strategies for assigned goals
  • Design training for team; seek ways to improve training/onboarding process; develop tools & resources; identify mentors for new hires;
  • Investigate and partner with HR in the resolution of associate issues
  • Manage client relationship by proactively identifying program issues & making recommendations on potential solutions
  • Manage the resolution of client issues and ensure appropriate follow-up is done to manage client relationship; Deliver routine client reports;
  • May participate on client conference calls, attend client meetings, or quarterly business reviews,
  • Analyze quality, performance or other program reports for trends, make process improvements, and provide coaching where needed
  • May collaborate across various groups (i.e. IT, PMO, NBD) on program projects, new service line implementations, database updates, UAT
  • Manage & administer program policies & procedures
  • Disseminate information to the team through various channels: hold regular team meetings, draft written correspondence, etc.
  • Collaborate with Compliance team on program audits, address audits findings and implement corrective action
  • May require periodic travel to sites or client related meetings
  • Performs related duties as assigned


Requires broad training in fields such as business or healthcare administration, accountancy, sales, marketing, computer sciences, social work or other vocations generally obtained through completion of a four year bachelor's degree program or clinical studies such as nursing, pharmacy and other clinical roles. Normally requires a minimum of three (3) years of progressively related responsibility.

  1. General knowledge of reimbursement and patient assistance programs, database elements and functionality; operational policies and processes, particularly distribution processes / interfaces is preferred
  2. Ability to evaluate issues, make decisions and recommend possible solutions
  3. Strong interpersonal and presentation skills
  4. Strong organizational skills; attention to detail
  5. Ability to communicate effectively both orally and in writing
  6. Proficient in Microsoft Office (Excel, Outlook, Word, PowerPoint)
  7. The ability to manage multiple tasks along a parallel process
  8. General understanding of health care payer research, healthcare policy and payer landscape preferred
  9. Ability to resolve associate issues effectively and efficiently

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