Associate Director, Patient Services – Operational Excellence

Job Description: Monitor and analyze key performance indicators (KPIs) across Patient Services programs and operationsIdentify and communicate actionable insights beyond standard KPI reporting, with particular focus on launch-phase dynamicsRecommend and lead deep-dive analyses to uncover drivers of performance, operational gaps, and emerging trendsSynthesize and present findings to leadership, cross-functional stakeholders, and external partnersIdentify operational pain points and opportunities for optimization aligned with brand and commercial objectivesGather and synthesize feedback from internal stakeholders, patients, providers, and external partnersDevelop, prioritize, and support implementation of solutions that enhance operational efficiency and patient experiencePartner with the Innovation Lab and external collaborators to pilot new approaches and scale successful solutionsSupport implementation and ongoing optimization of hub services and patient affordability programsLead day-to-day management of Patient Services vendors, ensuring high-quality, compliant, and efficient service deliveryProactively identify and escalate risks, performance issues, and improvement opportunitiesCollaborate cross-functionally to ensure vendor adherence to regulatory, quality, and contractual requirementsServe as a subject matter expert on Patient Services operations across internal teamsRequirements: Bachelor's degree required (Business, Life Sciences, or related field).Master's degree preferred.At least 12 years of progressively responsible experience in pharmaceutical/biotech Patient Services operations (hub, specialty pharmacy, or affordability), or equivalent with a Bachelor's degree; or at least 8 years of experience with a Master's degree.Demonstrated experience in Patient Services operations, including hub services and/or access & affordability programsStrong understanding of specialty pharmaceuticals and patient access dynamics preferredProven track record in operational excellence, process improvement, and vendor managementExceptional analytical, strategic thinking, and problem-solving capabilitiesAbility to translate complex operational data into clear, actionable insights for diverse audiencesStrong interpersonal and collaboration skills; ability to influence without authorityHighly organized with the ability to manage multiple priorities in a fast-paced environmentProficiency in Microsoft Office SuiteBenefits: Highly competitive benefits