Sr Manager, Patient Support Services

Gilead Sciences • Mississauga, ON

4d • Hybrid

About The Position

The Sr. Manager, Patient Support Services will lead the design, development, and execution of patient support services for Gilead’s Oncology franchise as well as the Kite franchise. In this key leadership role, you will oversee the management of patient support programs, ensuring high‑quality service delivery, driving continuous improvement, and leveraging data, digital, and AI‑enabled solutions to inform actionable strategies and improve program efficiency. This role requires a strong bias for innovation, with accountability for identifying and scaling automation, AI, and digital technologies that enhance patient and HCP experience, accelerate access, and improve the sustainability of PSP operations. You will be instrumental in aligning program objectives with brand strategy, ensuring services effectively meet the evolving needs of patients and stakeholders. As a leader within Patient Support Services (PSP), you will demonstrate a bias for action, a commitment to excellence, and a passion for improving patient outcomes. This position reports to the Director, Patient Support Services and is part of the Canadian Commercial Operations team, based in Mississauga, Ontario.

Requirements

• 8+ years of experience in the biotech or pharmaceutical industry required
• 5+ years of experience leading patient support programs required
• Bachelor’s degree in Science, Business, or Marketing required
• Experience with travel and lodging- personally or professionally
• Proven ability to develop and execute strategic plans with a strong customer‑ and patient‑centric focus
• Demonstrated strength in vendor governance, contract negotiation, and operational oversight
• Experience or strong aptitude for applying AI, automation, and digital technologies to improve efficiency, decision‑making, and patient or customer experience
• Strong data and analytics capabilities, including comfort working with dashboards and translating insights into action
• Proven ability to collaborate and influence in a highly matrixed environment, including engagement with senior leadership and brand partners
• Strong organizational skills, attention to detail, and ability to execute with urgency
• Proactive and results‑oriented, with a strong bias for innovation, continuous improvement, and willingness to challenge traditional ways of working
• Demonstrates curiosity, agility, and openness to experimentation
• Actively seeks opportunities to improve how work gets done through digital tools and automation
• Builds strong cross‑functional partnerships to test, learn, and scale new approaches
• Models patient‑first and innovation‑ready behaviors for the broader PSP team

Nice To Haves

• Fluency in French preferred

Responsibilities

• Oversee and manage the daily operations of assigned patient support programs, ensuring seamless service delivery and a consistently high‑quality patient and stakeholder experience. This includes managing the unique PSP for the travel and lodging components of the Kite PSP.
• Develop and lead program strategies aligned to PSP objectives and brand vision, including defining and tracking KPIs to measure performance, experience, and impact.
• Ensure strong program governance, compliance, and audit readiness, while demonstrating effective vendor, contract, and budget management.
• Lead and optimize third‑party vendor partnerships to drive innovation, automation, and digital enablement, delivering measurable improvements in efficiency, experience, and outcomes.
• Lead innovation and digital transformation initiatives within PSP, including the evaluation, piloting, and scaling of AI‑enabled, automated, and digital solutions that reduce manual effort and operational complexity.
• Drive continuous improvement initiatives through process redesign, automation, and data‑driven insights to reduce time‑to‑therapy and enhance the patient and HCP journey.
• Develop and maintain operational and program materials, recommend changes to program structure or policies, and oversee implementation of program enhancements.
• Lead internal planning processes, including RFPs and program launches, ensuring alignment with strategic priorities.
• Cultivate external relationships with customers and organizations that play a critical role in the disease area to advance patient‑centric program innovation.
• Deliver comprehensive program reporting and analysis, leveraging automated dashboards and advanced analytics to provide actionable insights on performance, efficiency, patient experience, and ROI.
• Partner with Finance and cross‑functional teams to track expenditures, forecast operational costs, identify opportunities to reduce cost per patient, and reinvest savings into technology‑enabled solutions.
• Collaborate closely with cross‑functional partners to generate insights that drive strategic decision‑making, maintaining a patient‑first approach.
• Support the Director of Patient Support Services with department‑wide initiatives and execution of the broader PSP strategy.

Benefits

• Gilead Core Values: Integrity (always doing the right thing), Teamwork (collaborating in good faith), Excellence (working at a high level of commitment and capability), Accountability (taking personal responsibility), Inclusion (encouraging diversity)
• Gilead Leadership Commitment: I AM BOLD in aspiration and AGILE in execution. I CARE and make time for people. I LISTEN, speak openly and explain the "why." I TRUST others and myself to make sound decisions. I OWN the impact of my words and actions.

What This Job Offers

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