Associate Director Patient Support Digital & Data Strategy
About The Position
The Associate Director, Patient Support Digital & Data Strategy is responsible for shaping the brand-side patient support program (PSP) data strategy across the ecosystem, including data design, measurement, CRM decisions, and operational readiness. Acting as the brand PSP data subject matter expert, this role helps ensure that data architecture, reporting, and measurement enable a coherent, patient-centered support experience. The position partners with the Patient Support Strategy Lead and cross-functional teams to support integration across Hub, FRM, SP, ISP, nursing processes, and business rules. The role collaborates with brand, digital, data, operations, and implementation partners to define data requirements, enable customer experience data, and prepare the PSP ecosystem for launch and long-term optimization. It uses business priorities, customer journey insights, operational needs, and measurement requirements to shape the ecosystem and inform decision-making. This is a hybrid position based in Upper Gwynedd, Pennsylvania, with an expectation of working onsite three days per week. Travel is 10%.
Requirements
- Bachelor’s degree or equivalent (BA/BS).
- At least 7 years of experience in the pharmaceutical/biotechnology or healthcare industry, including experience in data strategy, CRM, operations, digital, patient support, or related areas.
- Demonstrated ability to translate business needs into data, measurement, or ecosystem requirements.
- Experience working in matrixed organizations and leading cross-functional initiatives.
- Strong communication, problem-solving, and stakeholder-management skills.
- Strategic thinking and ability to balance business objectives, patient experience, and operational feasibility.
- High degree of integrity and ethics.
- Resilient and adaptable, comfortable operating in ambiguity, with a growth mindset.
Nice To Haves
- Advanced degree.
- Experience with patient support programs, CRM enablement, data design, or measurement frameworks.
- Awareness and understanding of U.S. commercial, legal, regulatory, privacy, and compliance considerations applicable to patient support programs.
- Understanding of and/or direct work experience in the Immunology market.
- Familiarity with specialty patient support ecosystems and CRM-enabled patient engagement journeys.
- Experience with data architecture, ecosystem mapping, measurement design, dashboards, and testing or implementation support.
- Experience supporting launch readiness and lifecycle evolution of patient support programs.
- Experience partnering with digital, analytics, operations, and vendor teams.
- Experience with business rules development, CRM platforms, and operational readiness processes.
Responsibilities
- Serve as the brand PSP data subject matter expert and shape end-to-end data strategy, design, and ecosystem mapping for PSP solutions.
- Drive customer experience data enablement across key customer groups.
- Lead brand-side CRM decisions and enablement.
- Lead brand-side HCP portal and digital enrollment strategies, including user experience design and portal functionality.
- Ensure alignment and integration with Hub, FRM, SP, ISP, nursing processes, and business rules.
- Support end-to-end integration and operational readiness, including launch testing.
- Partner with cross-functional stakeholders to translate PSP strategy into data and measurement requirements.
- Support development of a PSP program measurement framework and dashboards.
- Contribute to CRM-related business decisions, business rules, and process design to create a consistent and scalable ecosystem.
- Identify dependencies and gaps across operational partners and escalate issues that may affect launch readiness or customer experience.
- Use launch learnings, measurement outputs, and channel performance insights to recommend future data and ecosystem enhancements.
Benefits
- Medical, dental, and vision healthcare benefits and other insurance benefits for employees and family.
- Retirement benefits, including 401(k).
- Paid holidays, vacation, compassionate days, and sick days.
- Eligible for annual bonus and long-term incentive, if applicable.
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What This Job Offers
Job Type
Full-time
Career Level
Director
