Executive Director, Direct-to-Patient Platform

MSD•North Wales, PA

17h•$255,800 - $402,700•Hybrid

About The Position

The Executive Director, Direct-to-Patient Platform, owns the day-to-day operating model for the Direct-to-Patient (DTP) Platform vertical, including DTP fulfillment, telehealth integration, specialty pharmacy connectivity, and patient communication workflows. The Executive Director leads vendor strategy and governance, defines operational readiness and performance management approaches, and scales proven DTP capabilities across brands without redesigning the model each time. Partners across specialty pharmacy, fulfillment, digital, legal, and compliance to keep channel operations running and the patient experience consistent.

Requirements

12+ years in biopharma patient services, specialty pharmacy operations, or channel/fulfillment operations — or equivalent experience in direct-to-consumer logistics, e-commerce fulfillment, or telehealth operations — with prior experience leading platform capabilities: operating model design, vendor governance, and performance management
Direct experience managing DTP, home delivery, or emerging fulfillment channel operations in a production environment
Vendor management experience, including setting SLAs, monitoring performance, running vendor business reviews, and escalating issues
Strong understanding of direct-to-patient fulfillment models and vendor landscape, including home delivery, telehealth, specialty pharmacy integration, and emerging access channels
Strong understanding of patient fulfillment ecosystems, including channel performance, patient communications, operational dependencies, and regulatory requirements — including state-level compliance around direct-to-patient drug delivery
Ability to scale a proven model across multiple brands without redesigning it each time
Experience leading and developing teams, including hiring, performance management, and talent development

Nice To Haves

Cross-Cultural Awareness
Developing Pricing Strategies
Direct Marketing
E-Commerce
Extensive Traveling
Human Resource Management
Interpersonal Relationships
Latin American Markets
Logistics Management
Market Research
Medical Records Management
Operating Models
Operational Performance Management (PM)
Organizational Performance Management
Patient Assistance Programs
People Leadership
Pharmacy Operations
Pricing Processes
Product Development
Product Management
Regulatory Requirements
Retail Pharmacy
Strategic Thinking

Responsibilities

Define direct-to-patient platform operating model, including DTP fulfillment, telehealth integration, specialty pharmacy connectivity, and patient communication workflows
Lead DTP platform vendor strategy and governance, including vendor selection, contracting, performance management, and day-to-day operational oversight — issue resolution, performance monitoring, and patient escalation handling
Define DTP platform operational readiness, including SOPs, fulfillment workflows, and launch requirements
Define DTP platform performance management approach, including patient utilization, fulfillment timelines, drop-off rates, and patient satisfaction metrics
Scale proven direct-to-patient capabilities across brands, including graduated innovation pilots, standardized operating models, deployment playbooks, and channel expansion without redesigning the model each time
Partner across specialty pharmacy, fulfillment partners, digital, legal, compliance, and brand teams, including channel operations, patient communications, and service continuity
Escalate operational issues to the vertical lead when channel performance degrades or patient experience is at risk