Associate Director, Patient Services – Operational Excellence

Role Overview

• Conduct deep-dive analytics to understand drivers of high performance and identify operational gaps
• Develop and monitor leading indicators to proactively surface operational risks and opportunities
• Generate actionable, forward-looking insights and recommendations beyond existing KPIs to support strategic decision-making
• Translate complex operational data into clear, compelling insights for diverse stakeholders
• Identify operational pain points and optimization opportunities aligned with overall commercial objectives
• Gather and synthesize direct and indirect feedback from internal and external customers
• Propose and help prioritize solutions that enhance current operations, partnering with functional leaders to drive execution
• Explore and pilot innovative operational approaches, leveraging the Innovation Lab and external partnerships as appropriate
• Support implementation and ongoing oversight of hub and affordability platform services
• Lead day-to-day vendor management, escalating risks and performance issues as needed, to ensure efficient, high-quality delivery of Patient Services
• Partner with cross-functional teams to ensure vendor compliance with quality, regulatory, and contractual standards
• Validate data-driven trends and insights and assess operational implications through collaboration with cross-functional execution teams
• Ensure alignment across Patient Services and Commercial Operations/Analytics on data definitions, analysis, and reporting
• Represent Patient Services in cross-functional forums, as requested

Requirements

• Bachelor’s degree required (business, science, or related field)
• At least 12 years of experience in pharmaceutical, biotech, consulting, or healthcare services environments
• Preferably 3+ years of recent experience in business operations, pharmaceutical patient services, market access, or commercial analytics with demonstrated ability to operate hands-on while influencing strategic outcomes
• Strong passion for operations and operational excellence
• Deep expertise working with operational data for pharmaceutical specialty products
• Exceptional strategic thinking, analytical, and problem-solving capabilities
• Demonstrated proficiency with data tools and innovative analytical methodologies
• Self-motivated, collaborative team player with strong interpersonal skills
• Proven ability to communicate and translate technical concepts for non-technical audiences
• Ability to manage multiple priorities and deliver high-quality results in a fast-paced environment
• Proficiency in Microsoft Office Suite

Benefits

• Excellent benefits package