Senior Manager, Patient Support Services Innovations

Regeneron Pharmaceuticals

About The Position

Regeneron is seeking a Senior Manager, Patient Support Services Innovations to join our team! In this role, a typical day might include: The Patient Support Services (PSS) Innovations Senior Manager Role is a critical support role that sits within the PSS Innovations department and reports to the PSS Innovations Lead. This function will be responsible for a blended role, which include managing process improvements relative to the internal PSS CRM and the digitalization efforts across programs as well as, supporting Business Product Owner (BPO) initiatives on an as need basis. BPO activities will entail scoping requirements and development of business requirements for CRM enhancements. This role will collaborate across multiple stakeholders with a focused effort on leveraging technology to best support our patients and providers. The ideal candidate will possess a deep understanding of internal CRM, technical project implementations. Will have strong working knowledge of scoping projects, creating relevant documentation, as well as possess excellent project management, written & verbal communication skills. This role might be for you if can/have: Digital Innovation & Strategy Support the identification, evaluation, and piloting of new digital capabilities and emerging technologies that enhance patient and provider experiences. Conduct technology landscape assessments and competitive analyses to inform long‑term innovation roadmaps. Partner with internal teams to structure and facilitate innovation workshops, ideation sessions, and process redesign efforts. Product Ownership & Requirements Management Own the end-to-end lifecycle of business requirement documentation, including business rules, workflow mapping, wireframe collaboration, acceptance criteria, and prioritization. Maintain and drive prioritization of the digital and CRM enhancement roadmap using structured frameworks (e.g., MoSCoW, RICE). Collaborate with Commercial IT to review functional/technical documentation, ensuring alignment with business goals and timely delivery while holding partners accountable.\ Work closely with PSS program leads to define business requirements and program objectives, map out their current workflows, identify areas for continuous improvement, and conduct impact analysis. Liaise with PSS Ops to analyze and refine process flows to optimize patient services operations Review technical documentation with Commercial IT to ensure it meets business objectives, as well as hold IT accountable to ensure timely implementation. Assist with building and maintaining the overall Internal PSS CRM platform and Portfolio Roadmaps. Track assigned innovation projects, build time, and costs related to individual brand initiatives and overall master project matrix. Understand and communicate budget impacts to key stakeholders (PSS, Brand, Finance, etc.) Ensure technical jargon and advancements are distilled down into easy-to-understand, meaningful communications that illustrate the value and impact of each project to the Business. Identify and create internal PSS CRM management processes with IT Business partners: Specific processes will cover: Issue and enhancements logging, prioritizing, tracking and close out. Support PSS CRM training updates around identified gaps and new enhancements as needed. Support with CRM facilitated assets across PSS programs and brands. Collaborate with vendors and field teams to ensure their solutions align with project objectives, meet business requirements, and proactively identify and mitigate downstream impact on existing business operations and stakeholder experiences. Comply with all laws, regulations and policies that govern the conduct of Regeneron activities.

Requirements

Minimum Bachelor's Degree with 10+ years of pharmaceutical/biotech or related experience, a minimum of 5 years of experience with working with IT / development teams to develop Patient Support Programs
Knowledge of the Software Development Life Cycle (SDLC) methodologies and experience with ServiceNow, JIRA and Confluence systems.
Experience with digital product lifecycle / product management frameworks
Familiarity with CRM optimization methodologies
Knowledge of UX or human‑centered design principles
Experience with data visualization tools
Extensive experience with managing numerous patient support technology projects, concurrently against stringent deadlines with varying degrees of ambiguity in a fast-paced environment
Project management experience; 1-3 years’ experience in the pharmaceutical industry.
Organizational Skills: Established planning/project management and influencing skills geared towards results/action
Detail-orientated: Excellent problem-solving skills and a focus on continuous improvement
Strong Analytical Skills: Data driven with the ability to visualize, articulate and derive insights by making decisions that are sensible given the available information
Change Agility: Able to thrive in a highly dynamic, fast paced, continuously changing environment with minimal oversight/direction
Team Player: Demonstrated experience with cross functional matrix team leadership where team members come from various organizational functions
Must possess excellent organizational, project management, and communication skills. This includes demonstrating an understanding of how to escalate issues/concerns, and effectively communicate with others, especially those in other functional areas.
Communication: Highly-developed communications skills (written/verbal) and interpersonal savvy
Must be willing to travel up to 25%

Responsibilities

Digital Innovation & Strategy Support the identification, evaluation, and piloting of new digital capabilities and emerging technologies that enhance patient and provider experiences.
Conduct technology landscape assessments and competitive analyses to inform long‑term innovation roadmaps.
Partner with internal teams to structure and facilitate innovation workshops, ideation sessions, and process redesign efforts.
Product Ownership & Requirements Management Own the end-to-end lifecycle of business requirement documentation, including business rules, workflow mapping, wireframe collaboration, acceptance criteria, and prioritization.
Maintain and drive prioritization of the digital and CRM enhancement roadmap using structured frameworks (e.g., MoSCoW, RICE).
Collaborate with Commercial IT to review functional/technical documentation, ensuring alignment with business goals and timely delivery while holding partners accountable.\ Work closely with PSS program leads to define business requirements and program objectives, map out their current workflows, identify areas for continuous improvement, and conduct impact analysis.
Liaise with PSS Ops to analyze and refine process flows to optimize patient services operations Review technical documentation with Commercial IT to ensure it meets business objectives, as well as hold IT accountable to ensure timely implementation.
Assist with building and maintaining the overall Internal PSS CRM platform and Portfolio Roadmaps.
Track assigned innovation projects, build time, and costs related to individual brand initiatives and overall master project matrix.
Understand and communicate budget impacts to key stakeholders (PSS, Brand, Finance, etc.)
Ensure technical jargon and advancements are distilled down into easy-to-understand, meaningful communications that illustrate the value and impact of each project to the Business.
Identify and create internal PSS CRM management processes with IT Business partners: Specific processes will cover: Issue and enhancements logging, prioritizing, tracking and close out.
Support PSS CRM training updates around identified gaps and new enhancements as needed.
Support with CRM facilitated assets across PSS programs and brands.
Collaborate with vendors and field teams to ensure their solutions align with project objectives, meet business requirements, and proactively identify and mitigate downstream impact on existing business operations and stakeholder experiences.
Comply with all laws, regulations and policies that govern the conduct of Regeneron activities.

Benefits

We have an inclusive culture that provides comprehensive benefits, which vary by location. In the U.S., benefits may include health and wellness programs (including medical, dental, vision, life, and disability insurance), fitness centers, 401(k) company match, family support benefits, equity awards, annual bonuses, paid time off, and paid leaves (e.g., military and parental leave) for eligible employees at all levels!
For additional information about Regeneron benefits in the US, please visit https://careers.regeneron.com/en/working-at-regeneron/total-rewards/.
For other countries’ specific benefits, please speak to your recruiter.

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