Director, Digital Platforms & Patient Services Operations

Ipsen•Cambridge, MA

1d•$177,000 - $260,000•Remote

About The Position

The Director, Customer Technology Enablement & Operations is the primary technology owner for the platforms and systems that power both the omnichannel marketing ecosystem and the end-to-end patient support experience. This is a senior leadership role accountable for operational excellence and enablement across two critical technology domains. This individual acts as the technology and operations lead for the MarTech stack (Salesforce Marketing Cloud, Google Analytics, Brand CMS), the Patient Services CRM (Salesforce Life Sciences Cloud / Health Cloud), and the integrated data flows that connect them. They own the operational health, governance, vendor delivery, and day-to-day performance of these platforms — ensuring that both the omnichannel team and the patient services team have reliable, compliant, and high-performing tools to work from. This role partners with the Patient Services team (who own case management and patient engagement), ensuring those teams have the platform capabilities, data integrity, and compliance infrastructure they need to operate. This role also works closely with the Omnichannel Capability Lead: as new engagement capabilities are designed and built, this role enables and operationalizes them — standing them up in production and running them reliably at scale.

Requirements

Proven experience in a senior leadership role with accountability for technology platforms, MarTech operations, or digital enablement — with a track record of driving platform adoption, governance, and continuous improvement.
Strong working knowledge of marketing automation and customer engagement platforms, with the ability to configure, manage, and optimise them in partnership with technical and business stakeholders.
Experience owning a Patient Services or healthcare CRM platform, including configuration of workflows, data models, and user-facing layouts to support case management or patient support programs.
Proven experience with web analytics and digital measurement platforms, including ownership of tagging strategy and ensuring data accuracy across digital properties.
Solid understanding of data privacy, consent, and compliance requirements relevant to healthcare or regulated industries, and the operational controls needed to uphold them.
Experience managing consent and preference management platforms, ensuring opt-in/opt-out rules and privacy mandates are enforced consistently across channels.
Experience overseeing data integrations with external vendors or program partners, ensuring feeds are accurate, timely, and meet data quality standards.
Familiarity with patient support or customer services operations, with an understanding of how technology underpins service delivery and case management workflows.
Bachelor's degree in a relevant field (e.g., Information Systems, Computer Science, Business, Marketing Technology)
Fluent in English.

Nice To Haves

Experience in a regulated industry (e.g., pharmaceuticals, life sciences, healthcare, financial services) with an appreciation for the compliance and governance demands that come with it.
A relevant platform certification or equivalent hands-on expertise demonstrating depth in one or more of the core technology platforms in scope for this role.
Broad understanding of how MarTech, CRM, analytics, and data platforms connect and interact within an omnichannel technology ecosystem.
Exposure to agile product delivery methodologies and backlog management practices.
Platform certifications in one or more core platforms in scope (e.g., Salesforce Marketing Cloud, Salesforce HealthCloud / Life Sciences Cloud, Google Analytics).

Responsibilities

Own the operation of Salesforce Marketing Cloud (SFMC) — configuration, access governance, release management, and campaign execution operations, delivered through the operations partner.
Own the Google Analytics (GA4) implementation and tag management operations — implementing and quality-assuring tagging to the taxonomy standards set by the Omnichannel Capability Lead, ensuring all digital touchpoints are accurately instrumented and data is trustworthy.
Manage and maintain the Brand CMS platforms, owning SLA uptime commitments, performance standards, and technical escalations.
Receive capability and platform requirements from the Omnichannel Capability Lead and translate them into reliable production operations.
Own the Preference Center platform operations — ensuring global consent, opt-in/opt-out synchronization, and privacy rules are enforced across all channels in real time.
Enforce OneTrust cookie consent and privacy mandates across all web properties and outbound channel configurations.
Monitor data flows between websites, SFMC, and downstream data systems to maintain a reliable 360° view of HCP and patient interactions.
Serve as the senior technology owner for the Patient Services CRM — specifically Salesforce Life Sciences Cloud (or Health Cloud) — managing the configuration, workflows, fields, page layouts, and roadmap for the platform.
Ensure CRM and telephony integrations are stable, performant, and available to the Hub/Case Management team every day — treating uptime as a patient-safety-critical obligation.
Own the technical operations supporting patient support programs (PSP) and case management workflows, ensuring Case Managers have functional and compliant tooling.
Manage patient services operations including adherence communication infrastructure, ensuring transactional messages (e.g., refill reminders) are delivered reliably with a strict firewall maintained between patient support and promotional communications.
Maintain a rigorous audit trail and system documentation to ensure the Patient Services stack is compliance-ready at all times (internal and external audits).
Oversee Hub vendor data integrations — ensuring data feeds from specialty pharmacies and Hub partners ingest correctly and on schedule into internal systems.
Lead the technical onboarding of new Hub vendors and program partners.
Operationalize Marketing and Patient Services reporting and dashboards to requirements defined by the Omnichannel Capability Lead, Patient Services leadership, and Data & Analytics.
Execute data-quality remediation to the standards and acceptance criteria agreed with the Omnichannel Capability Lead.
Ensure a unified, compliant data model supports both marketing analytics and patient services reporting without commingling PHI and marketing data.
Enforce strict access controls to ensure Patient Health Information (PHI) is only accessible to authorized personnel, in full compliance with HIPAA requirements.
Own the governance framework for all platforms under this role — including user access management, change control, and audit logging.
Own the operational framework across all platforms — SOPs, incident management, and SLA reporting — including performance management of the outsourced operations partner.
Serve as the primary point of escalation for compliance questions related to the MarTech and Patient Services technology stack.
Manage vendor compliance requirements and ensure all platform partners meet data security and privacy standards.