Director, Digital Platforms & Patient Services Operations

This is a senior leadership role accountable for operational excellence and enablement across two critical technology domains: the omnichannel marketing ecosystem and the end-to-end patient support experience. The Director, Customer Technology Enablement & Operations acts as the technology and operations lead for the MarTech stack (Salesforce Marketing Cloud, Google Analytics, Brand CMS), the Patient Services CRM (Salesforce Life Sciences Cloud / Health Cloud), and the integrated data flows that connect them. They own the operational health, governance, vendor delivery, and day-to-day performance of these platforms, ensuring reliable, compliant, and high-performing tools for both the omnichannel and patient services teams.

Responsibilities

MarTech & Marketing Operations

• Own the operation of Salesforce Marketing Cloud (SFMC) — configuration, access governance, release management, and campaign execution operations, delivered through the operations partner.
• Own the Google Analytics (GA4) implementation and tag management operations — implementing and quality-assuring tagging to the taxonomy standards set by the Omnichannel Capability Lead, ensuring all digital touchpoints are accurately instrumented and data is trustworthy.
• Manage and maintain the Brand CMS platforms, owning SLA uptime commitments, performance standards, and technical escalations.
• Receive capability and platform requirements from the Omnichannel Capability Lead and translate them into reliable production operations.
• Own the Preference Center platform operations — ensuring global consent, opt-in/opt-out synchronization, and privacy rules are enforced across all channels in real time.
• Enforce OneTrust cookie consent and privacy mandates across all web properties and outbound channel configurations.
• Monitor data flows between websites, SFMC, and downstream data systems to maintain a reliable 360° view of HCP and patient interactions.

Patient Services Technology & Operations

• Serve as the senior technology owner for the Patient Services CRM — specifically Salesforce Life Sciences Cloud (or Health Cloud) — managing the configuration, workflows, fields, page layouts, and roadmap for the platform.
• Ensure CRM and telephony integrations are stable, performant, and available to the Hub/Case Management team every day — treating uptime as a patient-safety-critical obligation.
• Own the technical operations supporting patient support programs (PSP) and case management workflows, ensuring Case Managers have functional and compliant tooling.
• Manage patient services operations including adherence communication infrastructure, ensuring transactional messages (e.g., refill reminders) are delivered reliably with a strict firewall maintained between patient support and promotional communications.
• Maintain a rigorous audit trail and system documentation to ensure the Patient Services stack is compliance-ready at all times (internal and external audits).
• Oversee Hub vendor data integrations — ensuring data feeds from specialty pharmacies and Hub partners ingest correctly and on schedule into internal systems.
• Lead the technical onboarding of new Hub vendors and program partners.

Data, Analytics & Reporting

• Operationalize Marketing and Patient Services reporting and dashboards to requirements defined by the Omnichannel Capability Lead, Patient Services leadership, and Data & Analytics.
• Execute data-quality remediation to the standards and acceptance criteria agreed with the Omnichannel Capability Lead.
• Ensure a unified, compliant data model supports both marketing analytics and patient services reporting without commingling PHI and marketing data.

Governance, Risk & Compliance

• Enforce strict access controls to ensure Patient Health Information (PHI) is only accessible to authorized personnel, in full compliance with HIPAA requirements.
• Own the governance framework for all platforms under this role — including user access management, change control, and audit logging.
• Own the operational framework across all platforms — SOPs, incident management, and SLA reporting — including performance management of the outsourced operations partner.
• Serve as the primary point of escalation for compliance questions related to the MarTech and Patient Services technology stack.
• Manage vendor compliance requirements and ensure all platform partners meet data security and privacy standards.

Requirements

Essential Knowledge & Experience

• Proven experience in a senior leadership role with accountability for technology platforms, MarTech operations, or digital enablement — with a track record of driving platform adoption, governance, and continuous improvement.
• Strong working knowledge of marketing automation and customer engagement platforms, with the ability to configure, manage, and optimize them in partnership with technical and business stakeholders.
• Experience owning a Patient Services or healthcare CRM platform, including configuration of workflows, data models, and user-facing layouts to support case management or patient support programs.
• Proven experience with web analytics and digital measurement platforms, including ownership of tagging strategy and ensuring data accuracy across digital properties.
• Solid understanding of data privacy, consent, and compliance requirements relevant to healthcare or regulated industries, and the operational controls needed to uphold them.
• Experience managing consent and preference management platforms, ensuring opt-in/opt-out rules and privacy mandates are enforced consistently across channels.
• Experience overseeing data integrations with external vendors or program partners, ensuring feeds are accurate, timely, and meet data quality standards.
• Familiarity with patient support or customer services operations, with an understanding of how technology underpins service delivery and case management workflows.

Preferred Knowledge & Experience

• Experience in a regulated industry (e.g., pharmaceuticals, life sciences, healthcare, financial services) with an appreciation for the compliance and governance demands that come with it.
• A relevant platform certification or equivalent hands-on expertise demonstrating depth in one or more of the core technology platforms in scope for this role.
• Broad understanding of how MarTech, CRM, analytics, and data platforms connect and interact within an omnichannel technology ecosystem.
• Exposure to agile product delivery methodologies and backlog management practices.

Education & Certifications

• Essential: Bachelor's degree in a relevant field (e.g., Information Systems, Computer Science, Business, Marketing Technology).
• Preferred: Platform certifications in one or more core platforms in scope (e.g., Salesforce Marketing Cloud, Salesforce HealthCloud / Life Sciences Cloud, Google Analytics).

Languages

• Fluent in English.

Pay

The annual base salary range for this position is $177,000 - $260,000. This role is eligible to participate in our short-term incentives program.

Benefits

• Comprehensive employee benefits package, including 401(k) with company contributions.
• Group medical, dental, and vision coverage.
• Life and disability insurance, including short- and long-term disability.
• Flexible spending accounts.
• Parental leave and paid time off.
• Discretionary winter shutdown.
• Well-being allowance.
• Commuter benefits.