Associate Director, Patient Services Operational Excellence

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an Associate Director, Patient Services Operational Excellence in the United States.

This role sits at the center of a strategic patient services organization focused on improving access, affordability, and overall patient experience across complex pharmaceutical programs. You will lead operational excellence initiatives within a Center of Excellence, driving performance insights, continuous improvement, and vendor optimization across multiple patient support services. The position plays a critical role in translating operational data into actionable strategies that enhance service delivery and support successful product launches. Working in a highly cross-functional and innovation-driven environment, you will collaborate with commercial, access, medical, and external partners. This is a leadership role where analytical rigor, operational insight, and stakeholder influence directly shape patient outcomes. The environment is fast-paced, data-driven, and focused on continuous improvement across evolving healthcare programs.

• Lead operational excellence efforts by monitoring and analyzing key performance indicators across patient services programs to identify trends, risks, and opportunities.
• Conduct deep-dive analyses to uncover drivers of operational performance and translate findings into actionable recommendations for leadership.
• Drive continuous improvement initiatives by identifying process gaps and implementing solutions that enhance efficiency and patient experience.
• Partner with internal and external stakeholders to gather insights from patients, providers, and vendors to inform operational strategy.
• Oversee vendor performance management, ensuring compliance, service quality, and alignment with contractual and regulatory requirements.
• Support the implementation and optimization of hub services and patient access and affordability programs.
• Collaborate with cross-functional teams including Commercial, Market Access, and Medical to ensure alignment with broader brand and business objectives.
• Present insights and performance updates to leadership and external partners in a clear, strategic, and actionable format.

Requirements

• Bachelor’s degree in Business, Life Sciences, or a related field; Master’s degree preferred.
• At least 8–12 years of experience in pharmaceutical or biotech patient services, hub operations, specialty pharmacy, or access/affordability programs.
• Strong background in operational excellence, process improvement, and vendor management within patient services environments.
• Deep understanding of specialty pharmaceuticals and patient access ecosystems is highly preferred.
• Proven ability to analyze complex operational data and translate it into strategic insights and recommendations.
• Strong leadership, collaboration, and influencing skills with the ability to drive outcomes across matrixed organizations.
• Excellent communication and presentation skills with the ability to engage diverse internal and external stakeholders.
• Highly organized with the ability to manage multiple priorities in a fast-paced, evolving environment.
• Proficiency in Microsoft Office Suite and strong analytical capabilities.

Benefits

• Remote work flexibility with preference for candidates based in Southern California or Boston.
• Opportunity to work in a high-impact role improving patient access and support programs.
• Collaborative and innovation-driven work environment focused on continuous improvement.
• Exposure to cross-functional leadership across commercial, medical, and market access teams.
• Career growth opportunities within a rapidly evolving and mission-driven organization.
• Competitive benefits package aligned with industry standards (healthcare, retirement, and wellness support).