Job Description

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.

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