Sr. Director Patient Support Services Operations

Senior Director, Patient Support Services Operations

Position Overview:
The Senior Director, Patient Support Services Operations will play a pivotal leadership role in shaping the company's patient engagement strategy, ensuring a seamless and high-quality experience for patients. This position is designed for a transformational leader, someone who thrives in change, builds high-performing teams, and has a track record of leading large-scale operations while driving business impact. This role is not just about managing—it’s about innovating, influencing, and preparing for the next level of leadership within the organization.

This leader will oversee the Patient Assistance Program (PAP) and ss Support teams, which comprise 600 full-time employees and contractors across company and vendor partners. They will work cross-functionally with Commercial, R&D, Brand Marketing, Strategic Planning, IT, and external partners to enhance program performance and drive top-line growth. This role sits on the** Endocrinology leadership team** and is a key contributor to business success.

Key Responsibilities:

• Transformational Leadership: Drive and manage change within the organization, creating an innovative and agile environment rather than maintaining the status quo.
• Culture & People Development: Lead and develop a diverse, large-scale team (600 employees, including 250-300 remote agents, 40 supervisors, 10 managers, and 2 associate directors). Inspire and build a connected, engaged culture at all levels—rolling up sleeves to understand the business and engage frontline employees.
• Business & Commercial Acumen: Understand and contribute to top-line growth, shaping how patient engagement services impact brand strategy and the overall business. Experience with product launches, field/sales, and commercial operations is highly valued.
• Program Strategy & Execution: Optimize and fortify patient engagement operations, ensuring strategic alignment with company's business priorities while driving efficiencies and program effectiveness.
• Operational Excellence: Manage program performance, budgets, and resource allocation to ensure compliance, quality, and best-in-class patient access services.
• Executive Presence & Influence: Ability to navigate and present to senior leadership, including the highest levels of the organization.
• Collaboration Across the Enterprise: Partner with Commercial, Marketing, Strategic Planning, IT, and other stakeholders to ensure patient services align with company's broader objectives.
• Innovation & Continuous Improvement: Implement new strategies, tools, and technologies to evolve patient engagement and optimize outcomes.

Key Qualifications:

• Proven Transformational Leadership: Experience leading teams through change and transformation, with the ability to inspire, challenge, and develop talent.
• Business & Commercial Impact: Strong understanding of pharmaceutical commercialization, field sales, and how patient services contribute to brand and revenue growth.
• Operational & People Management Expertise: Experience leading large-scale teams (600 employees, including remote teams) and managing complex patient service programs.
• Pharma & Healthcare Experience: 10 years in the pharmaceutical industry, with at least 7 years in an operational, business, and people leadership role.
• Education: Bachelor's or Doctorate in Business, Health Sciences, Pharmacy, Engineering, or a related field. Advanced degrees (MBA, MHA, MS) and experience in specialty pharmacy are highly preferred.
• Regulatory Knowledge: Deep understanding of applicable pharmaceutical regulations, HIPAA, and compliance standards.
• Executive Presence: Ability to navigate high-level conversations, influence senior leadership, and drive strategic discussions.

Additional Information:

• Location: Hybrid (3 days in-office per week). Open to relocation.
• Compensation & Benefits: Competitive salary, short-term incentives, comprehensive benefits package, and 401(k).
• Growth Opportunity: This role is structured as a succession path to a VP-level position. The ideal candidate will be poised for future leadership within the organization.

This is a high-impact leadership role for someone who is dynamic, commercially savvy, and passionate about elevating patient engagement services within a leading pharmaceutical company.

Salary : $500,000