Director, Patient Services Strategy & Operations

Dompé•San Mateo, CA

9d•$220,000 - $240,000

About The Position

Dompé is an Italian bio-pharmaceutical company that focuses on innovation, where a long tradition in the field of personal wellness goes hand-in-hand with a commitment to research and development to meet unsatisfied therapeutic needs. Established in 1940 in Milan, Dompé has an industrial and biotech research hub in L’Aquila, in addition to branches in Europe (Barcelona, Berlin, Paris and Tirana). The company has approximately 900 employees. The US headquarters of Dompé are based in Boston (R&D) and in the San Francisco Bay Area (Commercial Operations). At Dompé, we are committed to transforming the experience for patients living with rare disease. We are seeking a Director or Senior Director of Patient Services Strategy & Operations to lead the evolution of our patient support model and drive operational excellence across the end-to-end patient journey. This is a second-line leadership role with responsibility for both strategy and execution, overseeing the Patient Access Managers (PAM) team and leading enterprise-wide transformation of our patient services ecosystem. The role will shape how we deliver access, affordability, and adherence support—ensuring patients start and stay on therapy as quickly and seamlessly as possible. The ideal candidate brings deep expertise in patient services, field leadership, specialty pharmacy and/or HUB operations, paired with a strong ability to lead through complexity, influence cross-functional stakeholders, and build scalable infrastructure to support future growth.

Requirements

Bachelor’s degree in Business, Life Sciences, Public Health, or related field
10+ (Director), 12+ (Senior Director) years of relevant experience in the pharmaceutical or biotech industry
5+ (Director), 7+ (Senior Director) years of leadership experience in patient services, HUB operations, or specialty pharmacy
Proven track record of leading complex, cross-functional initiatives and transformation efforts
Experience managing external vendors and service providers (e.g., HUB, specialty pharmacy, Field Reimbursement team, Patient Access Managers/Liaisons)
Strong understanding of U.S. reimbursement landscape, including Medicare Part D, commercial payers, and access challenges in specialty/rare disease

Nice To Haves

Advanced degree (MBA, MPH, PharmD, or equivalent)
Experience leading field reimbursement or patient access teams
Deep expertise in specialty product patient support models
Experience building or enhancing data and digital infrastructure for patient services
Demonstrated success in improving time to therapy, conversion, and patient experience metrics
Experience supporting product launches or scaling patient services for growth brands

Responsibilities

Lead the ongoing transformation of Dompé’s patient services model, evolving capabilities to improve time to therapy, conversion, and patient experience
Define and execute a future-state patient support strategy, including digital enablement and optimized service delivery models
Identify and implement innovative approaches to reduce access friction across the patient journey, from prescription through therapy completion
Refine KPIs and performance frameworks to measure success across patient services programs
Oversee end-to-end patient services operations, including HUB services, benefit verification, prior authorization support, financial assistance, and specialty pharmacy coordination
Drive continuous improvement in time to therapy, patient onboarding, and adherence outcomes
Partner closely with Specialty Pharmacy and HUB partners to ensure seamless execution and high-quality patient and provider experiences
Ensure operational scalability to support both current brands (e.g., Oxervate) and future product launches
Provide strategic oversight of key external partners through direct leadership of the Associate Director responsible for alliance management
Optimize performance of HUB and specialty pharmacy partners, including service levels, staffing models, and cost efficiency
Lead vendor strategy, including contract optimization, performance management, and long-term capability planning
Lead and develop a national team of Patient Access Managers (PAMs) through a layered leadership model
Set strategic direction for field reimbursement and patient access engagement with healthcare providers
Ensure alignment between field execution and patient services strategy, enabling consistent and compliant support
Build a high-performing team culture focused on accountability, collaboration, and patient impact
Partner with Data, IT, and Digital teams to design and build patient services infrastructure, including data visibility, reporting, and workflow optimization
Support the advancement of data integration across HUB, specialty pharmacy, and internal systems
Champion use of analytics to inform decision-making and continuously improve program performance
Collaborate with Commercial partner, Market Access, Legal/Compliance, and Commercial Center of Excellence to ensure aligned and integrated execution
Serve as a key internal expert on patient access and services strategy ideally in rare disease
Represent patient services in executive-level forums and strategic planning discussions