Hub Operations Manager

Job Title: Manager, Hub Operations Location: Remote – US About Neovance: At Neovance, we’re transforming the patient experience by driving better outcomes through compassion, innovation, and operational excellence. With more than 30 years of experience partnering with the biopharmaceutical industry, we deliver agile, technology-enabled patient access solutions that help people start and stay on therapy. Our expertise spans HUB services, patient assistance programs, field reimbursement, nursing, and non-commercial pharmacy - each designed to remove barriers to care and ensure patients receive the therapies they need when they need them. Guided by our values of Agility, Integrity, Tenacity, Unity, and Quality , we work as one Neovance team to optimize access, enhance adherence, and make a meaningful impact, one patient at a time. The Opportunity: As Hub Operations Manager, you will provide strategic oversight and day-to-day leadership across Neovance programs, including HUB services, reimbursement hotlines, patient assistance programs, co-payment programs, and other programs. You will lead and develop frontline Supervisors, translate client expectations and contracted performance metrics into action, and drive strong program performance across productivity, quality, turnaround time, staffing, employee engagement, and profitability. Working closely with Customer Success and cross-functional partners, you will resolve escalations, identify risks and root causes, and implement improvements that support effective program delivery. What You'll Do: Lead program operations: Provide strategic oversight and day-to-day leadership for assigned programs, and develop, implement, and evolve program management guidelines and expectations to drive results for the business and employees. Manage and develop Supervisors: Oversee Supervisor performance, participate in recruiting, write performance reviews, address personnel and performance issues, and support timely Individual Development Plans and Performance Improvement Plans. Develop direct and indirect reports through coaching, training, and career development, and ensure required staff administration processes are completed. Drive client and program performance: Understand and communicate contracted SLAs, KPIs, client expectations, and goals. Develop and oversee plans to meet productivity, quality, and turnaround time (TAT) metrics, minimize escalations to less than 1%, manage shrinkage effectively, reduce attrition, increase retention, and ensure program adherence to the contract. Strengthen quality and continuous improvement: Manage agent and program performance, assess escalation and remediation procedures, establish regular reviews of client metrics, downtime, and employee engagement, and use root cause analysis and data to address deviations and mitigate risk. Partner across the business: Work with Customer Success and cross-functional partners to support client requests, resolve issues, and ensure successful service delivery. Act as an escalation point for employee and Supervisor concerns and participate in skip-level meetings to stay connected to staff. Plan staffing and support hiring: Ensure programs are adequately staffed to achieve performance measures. Participate in recruiting and onboarding as needed, monitor program volume and staffing needs, and work with the Manager of Talent Acquisition to keep staffing forecasts aligned to program resource requirements. Manage program financial performance: Review program budgets and volume, adjust internal revenue forecasts as needed, communicate changes to appropriate parties, and identify process improvements that address budget issues, maintain appropriate contribution margins (CMs), and improve efficiency. Provide tactical Supervisor oversight: Ensure Supervisors monitor agent calls, provide feedback and remediation plans, identify and escalate program trends, monitor volume fluctuations, and recommend staffing changes. Serv…

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