Associate Director, Acceleration & Insights Operations
About The Position
The Associate Director serves as the day-to-day bridge between brand teams and the Patient Support Center of Excellence (CoE) for assigned therapeutic areas. The role owns TA-specific insight generation, patient journey mapping, and implementation support for critical capabilities. It translates capability designs and patient-facing concepts into operational, scalable solutions that fit the broader architecture or can be deployed without disrupting live patient support operations. The role supports patient strategy execution and capability implementation in collaboration with the Patient Support Strategy Lead, brand teams, CoE teams, operational verticals, technology and hub vendors, and legal, privacy, and compliance stakeholders. It identifies implementation obstacles, helps resolve them, and maintains playbooks for repeatable capability deployments. The position is hybrid, based primarily in North Wales, Pennsylvania, with 10% travel.
Requirements
- Bachelor's degree (BS/BA).
- At least 5 years of experience in biopharma patient services, program implementation, or operations.
- Experience deploying new capabilities across hub, access, affordability, and adherence.
- Prior experience supporting patient support design and execution, including insight generation, pressure-testing, and implementation support across brand and CoE functions.
- Strong understanding of patient support ecosystems, including hubs, specialty pharmacies, access, CRM, and patient journey interactions, as well as where capability deployments could create operational disruption.
- Strong understanding of primary care, specialty care, and complex therapy archetypes, including patient needs, access barriers, and support-model differences.
- Experience synthesizing qualitative and quantitative inputs into actionable recommendations using patient, HCP, operational, and program insights.
- Ability to translate findings into operational specifications that vendors and hub partners can act on.
- Experience working with hub vendors on SOW amendments, configuration changes, and testing protocols.
- Comfort managing a small, execution-focused team measured by what gets deployed, not designed.
Responsibilities
- Understand and pressure-test therapeutic-area-specific patient support designs, including workflow assumptions, operational feasibility, and implementation sequencing.
- Serve as the day-to-day bridge between brand and CoE teams to support integration and coordinated execution across assigned therapeutic areas.
- Support end-to-end patient strategy execution with the Patient Support Strategy Lead and interaction models across Access, Affordability, and Adherence.
- Support agile pod delivery through input gathering, execution follow-through, issue tracking, and resolution.
- Support end-to-end capability implementation, including scoping, sequencing, and operational configuration.
- Translate design intent, success criteria, and technical requirements into operational specifications for hub vendors and internal teams.
- Identify and resolve implementation blockers, including vendor capacity constraints, data integration gaps, CRM configuration issues, and compliance requirements; escalate issues to appropriate stakeholders.
- Maintain implementation playbooks that codify repeatable deployment processes and reduce the time and risk of future capability rollouts.
- Conduct therapeutic-area-specific insight generation, including patient-specific market research and HCP feedback as needed, in collaboration with the brand patient strategy team.
- Coordinate deployment timing, vendor impact, and capability sequencing across Access, Affordability, and Adherence operational verticals.
- Consider integration with direct-to-patient and other emerging channel capabilities as relevant.
- Align implementation timing and brand-specific configuration needs with BU Patient Support Strategy leads and launch milestones.
- Work with Data, Hub and Hub Technology teams on data integration, CRM configuration, and platform changes required for capability deployments.
- Translate capability requirements into vendor SOW amendments, configuration changes, and testing protocols.
- Identify and resolve implementation requirements involving legal, privacy, and compliance.
Benefits
- Medical, dental, and vision healthcare benefits.
- Other insurance benefits for employees and families.
- Retirement benefits, including a 401(k).
- Paid holidays.
- Vacation.
- Compassionate and sick days.
- Annual bonus and long-term incentive, if applicable.
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What This Job Offers
Job Type
Full-time
Career Level
Director
