Overview
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. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com.
We are seeking a strategic, transformational Director of Workforce Management (WFM) to build and lead a best-in-class WFM function from the ground up. This role is ideal for a proven leader who excels in greenfield environments, has deep expertise in managing distributed/remote workforces, and can drive enterprise-wide adoption of WFM practices in an organization with limited existing WFM maturity.
This leader will serve as both an architect and change agent, responsible for designing scalable workforce strategies, building high-performing teams, and embedding a culture of data-driven decision-making across the business.
Responsibilities
WFM Strategy & Function Build-Out
- Define and execute a comprehensive, enterprise-level WFM strategy aligned to business and customer experience goals
- Build and scale the WFM function from scratch, including organizational design, hiring, and capability development
- Establish forecasting, capacity planning, scheduling, and real-time management frameworks
- Select, implement, and optimize WFM tools and technologies
- Develop KPIs and reporting frameworks to measure performance (e.g., service level, occupancy, adherence, forecast accuracy)
Remote Workforce Leadership
- Design and optimize WFM strategies tailored to a highly distributed/remote workforce
- Implement processes and tools to drive visibility, accountability, and productivity across remote teams
- Partner with operations and HR to support remote workforce engagement, performance management, and retention
- Ensure scheduling and staffing models account for geographic, regulatory, and time zone complexities
Change Management & Organizational Transformation
- Lead enterprise-wide change management efforts to establish a strong WFM culture
- Influence senior leaders and cross-functional stakeholders to adopt standardized WFM practices
- Develop and execute communication, training, and enablement strategies to drive adoption
- Serve as a thought partner to executive leadership on workforce strategy and operational efficiency
Forecasting, Capacity Planning & Optimization
- Oversee short- and long-term forecasting and staffing strategies across multiple lines of business
- Drive continuous improvement in forecast accuracy and workforce utilization
- Balance cost efficiency with service quality and customer experience outcomes
- Introduce scenario planning and predictive analytics to inform business decisions
Vendor & Partner Management
- Lead relationships with external vendors, BPO partners, and WFM technology providers
- Establish governance models, performance metrics, and SLAs for all external partners
- Ensure vendor strategies align with internal workforce plans and business objectives
- Evaluate and recommend outsourcing strategies where appropriate
Operational Excellence & Analytics
- Leverage advanced analytics to generate insights and inform strategic decisions
- Establish continuous improvement frameworks to optimize workforce performance
- Ensure alignment between workforce plans and real-time operational execution
Qualifications
- Bachelor’s degree in Business, Operations, or a related field (MBA or advanced degree preferred)
- 10+ years of Workforce Management experience, with 5+ years in senior leadership roles
- Proven track record of building and scaling WFM functions from the ground up
- Deep experience managing remote and geographically distributed workforces
- Strong expertise in forecasting, capacity planning, and workforce optimization methodologies
- Demonstrated success leading large-scale change management initiatives
- Experience managing external vendors, BPOs, and strategic partners
- Advanced knowledge of WFM platforms (e.g., NICE, Verint, Genesys, Aspect, etc.)
- Strong analytical and problem-solving skills with a data-driven mindset
- Exceptional communication and executive stakeholder management skills
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. Prefer candidates who can type at least 35 words per minute 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, full-time employees can expect:
- Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
- Additional health support, including telehealth and Employee Assistance Program (EAP) services
- Company match on Health Savings Account contributions
- Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
- Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
- 401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
- Paid Time Off (PTO) and Sick Leave to support work-life balance
- Team members receive nine paid holidays plus two floating holidays
- Opportunities for advancement in 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
Any offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.
Our Commitment to Equal Opportunity
At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.
