Executive Director, Patient Experience and Acceleration

Merck • North Wales, PA

8d • $255,800 - $402,700 • Hybrid

About The Position

The Executive Director, Patient Experience and Acceleration, leads the Patient Experience and Acceleration vertical within the Patient Support CoE, owning US market specific patient strategy execution along with the brand teams, and patient services innovation to aid brand teams. Accountable for translating patient and program data into actionable improvements across the care journey, and for piloting and scaling new patient-facing capabilities in partnership with brand teams and the Head of Patient Support CoE.

Requirements

• 12+ years in biopharma patient services, commercial operations, or hub/vendor management, with experience leading patient support organizations or CoEs at multi-brand across hub, access, affordability, adherence, and FRM
• Prior experience leading patient experience acceleration capabilities, including program design, agile delivery, performance management, and scaling of patient support solutions
• Demonstrated ability to bridge cross-functional stakeholders, including patient support strategy, access, affordability, adherence, FRM, DHH, legal, compliance, and brand teams
• Strong understanding of patient experience trends and external best practices, with experience developing innovative patient support offerings
• Strong understanding of patient support capability design, including access, affordability, adherence, FRM, and patient experience functions
• Experience leading and developing teams, including hiring, performance management, and talent development
• Bachelor's Degree Required
• Valid Driving License: Yes

Nice To Haves

• Master's Degree Preferred

Responsibilities

• Set direction for patient experience acceleration, including translating patient journey insights into patient support program designs, operational requirements, and implementation plans along with the brand patient support teams
• Oversee agile pod delivery model, including ways of working, stakeholder management, dependencies, and timelines
• Serve as bridge between brand and CoE teams, including patient support strategy, access, affordability, adherence, FRM, DHH, legal, and compliance
• Support on execution of critical brand patient support priorities
• Define performance management routines, including KPI tracking, pull-through of insights, and operational improvement priorities
• Scale patient program solutions, including best practices, reusable playbooks, cross-brand learnings, capability deployment, and transition of proven models to relevant CoE teams

Benefits

• medical
• dental
• vision healthcare
• other insurance benefits (for employee and family)
• retirement benefits, including 401(k)
• paid holidays
• vacation
• compassionate and sick days
• annual bonus
• long-term incentive

What This Job Offers

• Job Type: Full-time
• Career Level: Executive