Manager, COA Service Offerings & Quality

Overview 

IQVIA provides scientific services spanning clinical trials, real world evidence, and consulting in all areas of the product lifecycle. The Patient Centered Solutions (PCS) team leads the industry in generating data to ensure that the patient voice is incorporated into the development and commercialization of medication and other drug/non-drug interventions. We focus on understanding and meeting the needs of our clients – mostly life science/pharmaceutical companies – through the application of broad consulting expertise and technical scientific knowledge to conduct scientifically rigorous research. This research is broad and includes qualitative (e.g., interviews, focus groups), quantitative (e.g., clinical outcome assessments (COAs)/patient-reOported outcomes (PROS), preference research) and passive (e.g., digital health technology tools) approaches to understand patient, caregiver, and healthcare professional experiences and expectations of disease and treatment.  

To meet our client expectations and retain the excellent reputation built up over time the IQVIA PCS team is committed to recruiting, training and supporting driven individuals who have life science, consulting, and/or product development skills that can be applied to PCS research activities. Individuals joining us are assured of a rewarding and progressive career in patient-focused research. You’ll have the opportunity to address challenging client issues, across multiple geographies with a hands-on influence in developing and delivering solutions.  We operate in a truly multi-cultural, collegial and collaborative work environment that is rich in development and growth.  

Role & Responsibilities  

The role-holder will be a committed and proactive manager who combines strong business judgment, operational leadership, quality orientation, and service offering management experience. The Manager, Service Offerings and Quality will help ensure that COA-related service offerings are consistently defined, governed, and delivered to appropriate quality, timeline, and business expectations. The role requires the ability to manage competing priorities, drive process improvements, coordinate across matrixed teams, and support scalable delivery of COA licensing-linked services, including translations, linguistic validation, eCOA migration, screen review, and related COA asset readiness activities. 

As a Manager, Service Offerings and Quality within Linguistic Solutions, a function under PCS Instrument Licensing and Services at IQVIA, responsibilities include: 

• Manage and support COA service offerings linked to licensing and portfolio management, including translation, linguistic validation, eCOA migration, screen review, COA asset readiness, and related delivery support activities. 

• Oversee day-to-day service offering operations to ensure deliverables are completed according to approved processes, quality expectations, timelines, and client or internal stakeholder requirements. 

• Maintain and improve service-related processes, tools, templates, work instructions, training materials, and quality controls to support consistency, scalability, and operational efficiency across the group. 

• Partner with COA Innovation, COA Management, Translation and eCOA project teams, Sales, Finance, IT, and other cross-functional teams to define responsibilities, resolve quality and delivery issues, and support effective service execution. 

• Support readiness and governance of COA assets by helping ensure that required source documents, translations, metadata, implementation materials, QC implementation and management procedures, and supporting documentation are complete, controlled, and available for client delivery. 

• Monitor service quality, identify gaps or recurring issues, and lead corrective or preventive improvement activities in collaboration with appropriate functional owners. 

• Contribute to service offering definition, pricing inputs, delivery models, and operational assumptions for new or evolving COA-related services, including support for business cases and implementation planning as directed by leadership. 

• Provide guidance, oversight, and coaching to project managers, coordinators, or supporting team members involved in service delivery activities; allocate work and review outputs as appropriate. 

• Maintain clear communication with leadership and stakeholders by providing timely updates on priorities, risks, workload, quality issues, process improvements, and delivery status. 

• Assist the head of the group with senior leadership reporting, data analysis, quality investigations, escalation management, and preparation of insights or recommendations to support operational decision-making. 

• Support departmental resource planning by assessing service demand, workload priorities, and capacity needs, and by providing recommendations to leadership to ensure appropriate staffing and delivery coverage. 

• Manage assigned staff in accordance with organizational policies and applicable regulations, including work planning, performance management, professional development, employee engagement, and escalation of employee relations or human resources matters as appropriate. 

Candidates interested in joining our Patient Centered Solutions team as a Manager should have:  

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Strong leadership skills with the ability to guide teams, allocate work, support staff development, drive accountability, and influence outcomes across matrixed functions 

• Ability to work in a fast-paced environment with demonstrated skills to effectively manage multiple tasks and projects  

• Results- and detail-oriented approach with excellent problem-solving skills for deliverables 

• Demonstrated ability to develop plans and deliver results to the appropriate quality and timeline metrics 

• Excellent communication and data presentation skills, including the ability to translate operational, quality, and financial data into clear insights, recommendations, and leadership-ready materials for technical and non-technical audiences 

• Ability to build strong business relationships and influence key stakeholders at all levels within the business 

• Sound judgement and ability to establish and maintain effective working relationships with coworkers, managers, and clients 

• Knowledge of quality management approaches, tools, metrics, issue investigation methods, corrective and preventive actions, and continuous improvement practices used to support controlled, scalable service delivery 

• Strong software and technology skills, including MS Office applications and familiarity with automation, analytics, workflow management, or AI-enabled systems used to improve operational efficiency and quality oversight 

• English fluency (spoken and written) is required 

MINIMUM REQUIRED EDUCATION AND EXPERIENCE :

• Bachelor's degree in Life Sciences, Information Technology, Project Management, Linguistics (MBA or other advanced degree preferred) 

• 7 years of related experience in project delivery, project management, COA quality control, translation and linguistic validation in the life sciences industry, with prior managerial experience 

• Prior COA development or COA quality management experience would be ideal, but other technical program / product management or quality management experience may also be a strong fit  

• Experience in clinical or real-world research, pharmaceutical development, scientific software or technical product development or management, management consulting, or similar roles 

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at [click to reveal website link]https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.