Associate Director of Respiratory Provider Experience
About The Job
The Associate Director of US Respiratory Provider Experience is a customer champion, responsible for translating end to end provider journey insights into solutions that will reduce friction, improve biologic journey effectiveness and drive sustained adoption. This role leads the co-creation of solutions with customers, internal contributors and alliance partners, and orchestrates their implementation across functions.
Main Responsibilities
Own and continuously maintain the end-to-end provider journey map across the Dupixent Respiratory biologic journey for both COPD and Asthma.
Identify and prioritize moments that matter for HCPs and office staff at each stage of the journey, using data, field immersion, and behavioral analysis to surface unmet needs, friction points, and critical decision moments.
Conduct root-cause analysis of provider challenges by practice type/practice cluster to inform targeted intervention design.
Develop and maintain a single view of the ideal provider experience by stakeholder type and practice profile, serving as the north star for engagement design across functions.
Apply customer experience design best practices and human-centered design principles to ensure that solutions are grounded in real-world practice needs and office workflows.
Partner with Marketing, Digital, and GTMC to ensure that provider touchpoints across channels — field, digital, rep-triggered, and non-personal — are coherent, sequenced, and aligned to the journey map and prioritized moments that matter.
HCO/Practice-Level Clustering and Prioritization
Lead the ongoing refinement of the practice clustering framework, segmenting accounts by addressable leakage points, biologic journey effectiveness, and quantified opportunity — as a tool to focus experience design and resource allocation.
Maintain a dynamic account prioritization model integrating biologic journey metrics, leakage point diagnoses, field insights, and innovative data signals to guide targeting and intervention decisions.
Partner with Data & Analytics and GTMC to embed account prioritization logic into targeting frameworks.
HCO/Practice-Level Clustering and Prioritization
Co-Creation and Solution Design
Facilitate co-creation sessions with external stakeholders (which might include MDs, APPs, office staff, and practice administrators) by cluster and pain point, ensuring that solutions are designed with the customer.
Translate journey mapping insights and leakage point diagnoses into cluster-specific intervention menus, mapping evidence-based solutions to each friction type and practice profile, in partnership with internal teams that have ownership of some of these solutions.
Develop practice-level materials and engagement resources tailored to account clusters and specific barrier profiles.
Identify and systematize replicable best practices from top-performing practices for dissemination across peer accounts.
Cross-Functional Orchestration and Agile Pod Leadership
Serve as the operational orchestrator of the Agile Pod model — coordinating lean, sprint-based cross-functional teams.
Design and manage sprint cycles focused on specific journey moments, leakage points, or account clusters, ensuring rapid iteration, clear accountability, and measurable outputs.
Ensure that insights and solutions developed within agile pods are translated into scalable assets and embedded into forward tactical plans — not one-off interventions.
Data, Insights, and Continuous Learning
Collaborate with key subject matter experts and contributors from GTMC, digital and sales to build and maintain an account intelligence infrastructure integrating biologic journey metrics, leakage diagnoses, cluster assignments, field insights, and innovative data signals.
Collaborate with sales force teams on standardized field insight collection tools and systematically incorporating those insights into journey maps and prioritization models.
Continuously evaluate additional data solutions can enhance account intelligence, pre-encounter targeting, or leakage point identification.
Establish a continuous learning loop connecting field observations, intervention outcomes, and data signals into iterative improvements to the journey map, cluster framework, and engagement models.
About You
Basic Qualifications:
7+ years of experience in HCP marketing, commercial operations, or field enablement within the pharmaceutical, medical device or biotechnology industry
Proven success driving initiatives that improve provider engagement, office workflow, or adoption of specialty products
Experience working across functions including Marketing, Sales, Access and Patient Support
Excellent analytical skills and the ability to turn insights into practical solutions
Collaborative, results-driven, and comfortable leading through influence
Outstanding communication and relationship-building skills
Experience leading customer experience or process improvement initiatives
Preferred Qualifications
Biologic or specialty product experience
Prior experience in a field-facing role with understanding of US practice-level dynamics and HCO decision making
Familiarity with CRM platforms and commercial data infrastructure (eg. Veeva, Turing, or equivalent)
MBA or master’s degree in business, marketing, or health management
Experience with agile project management / agile pods is an asset
Experience in respiratory or chronic disease areas is an asset
Experience with managing alliance products is an asset