• Manage and execute client projects from initiation to completion • Ensure high-quality deliverables that exceed client expectations • Build and maintain trust-based relationships with client stakeholders • Use data-driven analysis to diagnose client challenges and develop innovative solutions • Lead project teams, ensuring open communication and collaboration • Identify opportunities to add value and support business development initiatives

Role Description This position is a fully remote role. Travel is required up to 20% of the time to our BPO facilities and WI headquarters. We are seeking an experienced Senior Manager, Contact Center – BPO & Workforce Management to provide strategic leadership across outsourced contact center partners and enterprise workforce management functions. This role is critical in ensuring the right staffing, at the right time, at the right cost—while delivering a strong, consistent customer experience across both internal and external teams. This leader will serve as a key partner to third-party BPO providers, driving performance, capacity planning, and operational alignment, while also overseeing workforce management strategies that support business growth, peak planning, and cost optimization. Responsibilities: - BPO Strategy & Partner Leadership - Provide senior-level oversight and strategic direction for third-party BPO contact center partners. - Partner with BPOs to align on hiring plans, ramp schedules, productivity targets, and attrition assumptions. - Support vendor selection activities, including RFPs, onboarding, and contract negotiations. - Monitor and optimize BPO performance through data-driven insights, KPI management, and ongoing operational reviews. - Build strong working relationships across global partners and internal stakeholders. - Workforce Management Leadership - Lead workforce management strategy across contact center operations, including forecasting, capacity planning, scheduling, and headcount optimization. - Ensure workforce plans support seasonal volume swings, peak periods, and long-term business needs. - Guide and develop a team of analysts focused on performance metrics, staffing models, and operational reporting. - Partner cross-functionally to align workforce plans with financial targets and customer experience goals. - Operational & Strategic Impact - Independently lead complex initiatives and cross-functional projects with decision-making authority. - Serve as a key contributor to new systems or technology implementations affecting contact center operations. - Use data and analytics to inform decisions, improve performance, and drive continuous improvement across internal and outsourced environments. Qualifications - 8–12 years of progressive leadership experience, with a strong background in contact center operations. - 5+ years of experience in workforce management (forecasting, capacity planning, scheduling). - 3+ years managing outsourced, offshore, or nearshore BPO partners. - Experience supporting RFPs, vendor onboarding, or contract negotiations. - Demonstrated understanding of the BPO landscape and evolving outsourcing models. - Experience leading multisite or global contact center operations. Requirements - Strategic thinker with the ability to translate business goals into operational plans. - Strong data-driven decision-maker with excellent analytical skills. - Effective communicator with the ability to influence across teams, levels, and cultures. - Proven ability to manage competing priorities in a fast-paced, changing environment. - Comfortable working across time zones and supporting global operations. Education - Bachelor’s degree required or equivalent experience. - Advanced degree (MBA or similar) preferred. Benefits - You’ll have the opportunity to shape how outsourced partners and workforce strategies support a high-quality customer experience—at scale. - This role offers visibility, influence, and the chance to drive meaningful operational impact across a complex, evolving contact center environment.

Role Description ClinChoice is currently recruiting for a Clinical Data Manager to join our team in a permanent position—an exciting opportunity to lead impactful statistical strategy in a dynamic environment. We are seeking a detail-oriented Clinical Data Manager with 3–5 years of experience in a CRO or pharmaceutical environment. The role involves managing clinical trial data to ensure accuracy, integrity, and compliance with regulatory standards. Key Responsibilities: - Manage end-to-end clinical data management activities for assigned studies - Design and review CRFs (Case Report Forms) and edit checks - Oversee data collection, cleaning, and validation processes - Perform data review and discrepancy management - Coordinate with cross-functional teams (Clinical, Biostatistics, Programming) - Ensure compliance with CDISC standards and regulatory guidelines - Support database build, UAT testing, and database lock activities - Generate and review data listings and reports - Participate in data reconciliation (e.g., SAE, lab data) - Ensure timely delivery of high-quality datasets for analysis and submission Qualifications - Bachelor’s or Master’s degree in Life Sciences, Pharmacy, or related field - 3–5 years of experience in clinical data management within CRO/pharma - Hands-on experience with EDC systems (e.g., Medidata Rave, Oracle Clinical, Inform) - Strong understanding of GCP, ICH guidelines, and clinical trial processes - Familiarity with CDISC standards (SDTM) - Good knowledge of data validation and query management - Strong attention to detail and problem-solving skills Application Process Once you have submitted your CV, you will receive an acknowledgement that we received it. If you have the requirements we need, you will be invited for a phone interview as the first step. Unfortunately, due to the number of applications we receive, we cannot reply to everyone individually if you are not successful. Company Description ClinChoice is a global full-service CRO specializing in clinical development and functional solutions for pharmaceutical, biotechnology, medical device, and consumer health companies. We have over 28 years of proven high-quality delivery and results across all our services, with over 4,000 professionals in more than 20 countries across the Americas, Europe, and Asia-Pacific. Our mission drives our culture: to contribute to a healthier and safer world by accelerating the development and commercialization of innovative drugs and devices. Our employees are the most valuable company asset and they are the fulcrum around which all ClinChoice activities are built and close management and training is the core instrument to develop and maintain highly-qualified personnel. The continuous training keeps the resources qualified in terms of competence and expertise and gives all personnel the clear tools needed to manage both internal and client processes with the same methodology. The success of these core values is evidenced by our below industry average turnover rates. ClinChoice is an equal opportunity employer. We have based our success on attracting, developing, and promoting talent guided by diversity and inclusivity. Our employees come from very diverse backgrounds: gender, race, beliefs, and ethnicities. We recognize this is our strength and celebrate it.

Role Description We’re hiring a Lead Operations Manager to lead and scale operations across multiple home-based service regions within a growing behavioral health organization. This role oversees 5–8 Operations Managers (Care Coordinators) and partners closely with clinical and executive leadership to ensure families receive consistent, high-quality care while teams are supported, accountable, and set up for success. What You’ll Do - Lead & Develop Teams - Directly manage, coach, and mentor Operations Managers who coordinate care between patients and technicians across multiple regions and states. - Set clear expectations, drive accountability, and support professional growth. - Build strong, engaged teams aligned around client outcomes. - Own Operational Excellence - Establish clear expectations and standards, and ensure proper communications for: - Technician engagement and stability - Client retention and satisfaction - Fulfillment of prescribed therapy - Service continuity and recovery from disruption - Ensure consistent execution of The Treetop’s client lifecycle procedures across regions. - Monitor service fulfillment, disruption resolution, scheduled-to-actual performance, documentation quality, and retention of both clients and technicians. - Identify trends, risks, and bottlenecks; implement corrective action plans. - Monitor high-risk operational scenarios (extended service disruptions, repeated cancellations, pending discharges). - Champion the Client & Family Experience - Ensure Operations Managers maintain strong, proactive relationships with families once services are active. - Oversee escalation management for high-risk or complex client situations, including service disruptions and pending discharges. - Reinforce a family-centered approach that balances operational efficiency with compassionate, responsive care. - Support and Retain Quality Technicians - Ensure Operations Managers maintain strong, proactive relationships with technicians once they are assigned to a client. - Create workflows to document and track technician satisfaction and performance. - Build processes to and work with scheduling to ensure adequate hours for technicians. - Partner & Scale - Collaborate with Clinical, Scheduling, Recruiting, and Executive leaders to ensure adherence to payer requirements, internal policies, and SOPs across all operational teams. - Help design and refine compensation and incentive plans for Operations Managers that are aligned with client outcomes and service fulfillment. - Support growth, standardization, and continuous improvement across regions, and drive continuous improvement initiatives using data in Salesforce. Qualifications - 5+ years in healthcare, behavioral health, ABA, or multi-site operations. - 3+ years leading managers or senior team members. - Strong coaching, accountability, and performance-management skills. - Experience with clinic-based and/or home-based care models. - Comfortable working in EMRs and scheduling systems (Lumary, CentralReach, or similar). - Experience using reporting and dashboards in Salesforce strongly preferred. - Bachelor’s degree preferred (advanced degree a plus). Benefits - Salary that matches your skills: $75,000 – $95,000 annually depending on experience. - Health, dental, and vision insurance. - Life insurance. - 401(k) with company match. - Paid Time Off & Paid Holidays. - Paid Training. - Supportive team culture: Fun, collaborative, and focused on professional growth. Company Description Treetop ABA – where your skills meet your purpose.