Reports to the Executive Director, Head of US Market Access (USMAx)
Responsible for the strategy, enablement, tactical execution, and performance of all of Kite’s US customer experience, patient access, and reimbursement support services
Partners with the Customer Experience team, Quality Assurance, Supply Chain Logistics, and other cross-functional partners to ensure optimal patient access and fulfillment of cell therapy for all eligible patients
Develops and manages SOPs for Patient Services Team to provide superior patient assistance services
Responsible for the continued development, maintenance, and performance of KiteKonnect.com and all relevant and connected tools and resources
Serves as an internal/external point-of-contact for all relevant business issues related to the Kite Konnect Hub

Advanced scientific degree (i.e., MD, PharmD, PhD) and 12+ years of experience OR Master’s Degree and 12+ years of experience OR Bachelor’s Degree and 14+ years of experience
10+ years of related experience in a variety of relevant strategic and operational roles within the biopharma industry
Demonstrated ability to collaborate cross-functionally and influence decision making, strategy, and execution across partners and functions
Strong knowledge of the commercial pharmaceutical market and its customers
Ability to make decisions that balance a variety of factors to achieve optimal outcomes
Ability to multi-task with multiple interruptions in a deadline-intensive environment

Senior Director, US Customer Experience, Patient Services

Key skills