Director, Global Transparency

The Director, Global Transparency is a senior leader responsible for the successful delivery, operational excellence, and strategic growth of Medispend’s Global Transparency solutions and managed services. Reporting directly to the General Manager, Commercial Compliance, this role oversees customer delivery across software and services, ensuring accurate, timely, and compliant reporting while driving operational efficiency, customer satisfaction, and long-term client retention.

The Director provides leadership across Global Transparency Operations, Customer Success, and Delivery, partnering closely with Product, Engineering, Implementation, Regulatory Affairs, and Sales to deliver exceptional customer outcomes. This leader is accountable for service quality, regulatory excellence, customer governance, team performance, and continuous improvement within a highly regulated life sciences environment.

Key Responsibilities

Customer Delivery & Operational Leadership

• Provide strategic leadership for Medispend’s Global Transparency software and managed services organization.
• Ensure successful execution of all customer reporting obligations, regulatory submissions, and operational deliverables across the client portfolio.
• Build trusted relationships with customer stakeholders, proactively identifying risks, opportunities, and areas for continuous improvement.
• Lead executive-level engagement for strategic and at-risk customers.
• Ensure smooth transition of customers from Implementation to ongoing Customer Success and Managed Services.

Regulatory & Operational Excellence

• Maintain deep expertise in global and state transparency regulations, industry trends, and reporting requirements.
• Establish operational standards that ensure accurate, timely, and compliant regulatory reporting.
• Lead continuous improvement initiatives that increase automation, reduce operational risk, and improve scalability.
• Develop and maintain governance processes for regulatory change management, reporting quality, audit readiness, and operational controls.
• Ensure successful achievement of all customer reporting deadlines, service level commitments, and quality metrics.

Product Leadership & Subject Matter Expertise

• Serve as the business leader and subject matter expert for Medispend’s Global Transparency solutions.
• Maintain comprehensive knowledge of product capabilities, roadmap initiatives, and regulatory impacts.
• Partner with Product Management to prioritize enhancements that improve customer experience, operational efficiency, and regulatory compliance.
• Collect customer and team feedback to identify product enhancements, process improvements, and service opportunities.
• Support customer discussions regarding regulatory interpretation, industry best practices, and reporting strategy.

Team Leadership & Operational Excellence

• Lead, mentor, and develop Global Transparency Operations, Delivery, and Customer Success teams.
• Define organizational structure, roles, performance expectations, and accountability across the organization.
• Establish structured processes for:
• Regulatory reporting operations
• Customer escalations and issue management
• Managed services delivery
• Regulatory change management
• Product enhancement feedback and prioritization
• Develop operational KPIs and dashboards to measure quality, productivity, customer satisfaction, service performance, and team effectiveness.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.

Cross-Functional Collaboration

• Partner with Implementation to ensure successful onboarding and customer transition into production operations.
• Collaborate with Product and Engineering to support regulatory enhancements, platform improvements, and customer priorities.
• Partner with Customer Success to improve customer health, adoption, and long-term retention.
• Support Sales through executive presentations, customer references, solution strategy, and expansion opportunities.
• Represent Medispend at industry conferences, customer forums, and regulatory working groups.

Strategic Client Engagement

• Build executive relationships with Compliance, Transparency, Legal, Finance, and Commercial Operations leaders within pharmaceutical, biotech, and medical device organizations.
• Serve as a trusted advisor on transparency operations, regulatory strategy, and industry best practices.
• Lead executive business reviews and strategic customer planning discussions.
• Identify opportunities to expand customer utilization of MediSpend solutions and services while improving overall customer value.

Qualifications

• 10+ years of experience in life sciences transparency, commercial compliance, managed services, or SaaS operations.
• 5+ years of leadership experience managing customer-facing operational teams.
• Deep knowledge of U.S. Federal, State, and global transparency reporting requirements.
• Experience supporting enterprise pharmaceutical, biotechnology, or medical device organizations.
• Demonstrated success leading large-scale operational teams while improving customer satisfaction, quality, and operational efficiency.
• Experience working within a cloud-based SaaS environment.
• Strong understanding of customer success, managed services, and enterprise software delivery.
• Bachelor’s degree required; advanced degree preferred.

Core Competencies

• Executive leadership and customer relationship management.
• Deep expertise in life sciences transparency regulations and operational delivery.
• Strategic planning with strong operational execution.
• Data-driven decision-making utilizing KPIs, reporting, and operational analytics.
• Cross-functional leadership across Product, Engineering, Customer Success, Sales, and Regulatory teams.
• Continuous process improvement and operational scalability.
• Risk management, quality assurance, and regulatory governance.
• Financial and resource management, including forecasting and capacity planning.
• Exceptional communication, presentation, and executive stakeholder management.
• Ability to lead organizational change while fostering a high-performing, customer-focused culture.