VP of Communication ServicesTrialCard • Raleigh, NC, US

VP of Communication Services

TrialCard • Raleigh, NC, US

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VP Of Communication Services

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications.

We are seeking a strategic and results-driven VP of Communication Services to lead the transformation and management of our enterprise-wide contact center and communications infrastructure. This executive will oversee a multi-platform environmentincluding Cisco WebEx Contact Center, NICE CXone, or similar platform and integrated technologies such as Workforce Management (WFM), SMS, fax, and Salesforce CTI / Service Cloud Voiceto deliver scalable, secure, and omnichannel communication capabilities.

This role is critical to modernizing our communications ecosystem to support high-volume, multi-client patient support programs, ensuring exceptional customer experience, operational efficiency, and compliance with healthcare regulations.

Responsibilities

Define and execute the vision for enterprise communication services, ensuring alignment with business goals and private equity value creation.
Lead transformation initiatives across contact center operations, leveraging and optimizing CCaaS platforms (WebEx Contact Center, NICE CXone, and supporting technologies like WFM, SMS, and fax) to enhance agility, scalability, and customer satisfaction.
Develop and implement change management plans for platform transitions, process redesigns, and workforce enablement, including readiness assessments, training, and phased rollouts.
Drive the evolution to cloud-native, omnichannel communication platforms (voice, chat, SMS, email, social), ensuring seamless integration with Salesforce-based HUB applications and custom solutions for optimized agent workflows and customer engagement.
Champion continuous improvement, automation, and innovation across communication services by monitoring KPIs, SLAs, and operational metrics.
Partner with IT, Customer Experience, Operations, and Compliance to provide cohesive infrastructure, service delivery, and stakeholder alignment during major change initiatives.
Establish governance frameworks to manage change-related risks, dependencies, compliance impacts, and ensure adherence to HIPAA, ISO 27001, and other regulatory and security standards.
Build, lead, and support high-performing teams across platform operations and business enablement.
Manage vendor relationships, negotiate contracts, and ensure cost-effective, high-quality service delivery.

Qualifications

Education : Bachelor's degree in Information Technology, Business, or a related field required; Master's degree preferred. Formal training or certification in change management methodologies (e.g., Prosci, ADKAR, Kotter) is a plus.

Leadership & Experience : Over 10 years of progressive leadership in communication technology or contact center management, with proven success overseeing multi-client, large-scale call center operations and leading transformation and modernization of enterprise communication systems. Experience driving results in private equity-owned, customer-focused, and / or regulated industries.

Technical & Business Skills : Demonstrated expertise with Salesforce, WebEx Contact Center, NICE CXone (or other NICE platforms), WFM, SMS, fax tools, and a deep understanding of cloud-based contact center architecture and CCaaS ecosystems. Strong technical and business acumen, including budget management, vendor negotiations, and managing platform transitions or large-scale implementations.

Compliance & Governance : Familiarity with compliance frameworks such as HIPAA and ISO 27001, and experience ensuring adherence to regulatory and security standards in communications environments.

Collaboration & Communication : Excellent communication and cross-functional collaboration skills. Strategic thinker with a hands-on leadership style, capable of building and leading high-performing teams across geographically dispersed locations and high-volume operations.

Change & Transformation : Proven ability to manage large-scale CCaaS deployments, platform transitions, and drive agile delivery and scaled transformation approaches in contact center environments.

Physical Demands & Work Environment

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Must be able to type 35 WPM with 97% accuracy.

Although very minimal, flexibility to travel as needed is preferred.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.

Why Work for Valeris?

We're committed to supporting the well-being and success of our team members. As part of our organization, you can expect :

Competitive compensation and 401(k) with company match

Comprehensive health, dental, and vision insurance

Paid time off and paid holidays

Wellness programs and resources to support your physical and mental health

Learning and development opportunities to support your career growth

Opportunities for advancement with a company that supports personal and professional growth

A challenging, stimulating work environment that encourages new ideas

Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace

A mission-driven, inclusive culture where your work makes a meaningful impact

Our Commitment to Equal Opportunity

Valeris is an Equal Opportunity Employer committed to fostering a diverse, inclusive, fair, and equitable workplace. Furthermore, we believe in the importance of partnering with diverse suppliers and vendors that share these values. At Valeris, an employee is celebrated for his or her contributions and dedication to supporting the needs of our clients and their patients. We recognize the struggle for access, affordability, and adherence to therapy is real; our employees play a vital role in the successful completion of that journey. We approach our customers' challenges with empathetic hearts, which organically fuels our internal culture of caring. Valeris' leadership team works tirelessly to provide an environment that is free of discrimination and bias. We firmly believe collaboration among team members with varied pasts and perspectives generates more incisive and deeper insights that better serve our employees and our communities.

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