Director, Patient Services Operations (Must have biopharmaceutical/pharma experience)

About the role

The Director, Patient Services Operations will play a critical role in designing, building, and operationalizing DBV’s patient support model in preparation for and following commercial launch. Reporting to the Senior Director, Patient Services & Trade, this individual will own the day-to-day operations of the patient services hub, copay and patient assistance programs, and supporting vendor relationships. The ideal candidate brings deep operational expertise in specialty or pediatric product launches, a patient-first mindset, and the ability to thrive in a lean, fast-moving, cross-functional environment.

Responsibilities

• Hub & Program Operations: Lead the design, implementation, and ongoing management of the patient services hub, including benefits verification, prior authorization support, and patient onboarding workflows; oversee daily hub vendor performance, including SLA/KPI management, quality monitoring, call calibration, escalation resolution, and continuous process improvement; develop and maintain program business rules, standard operating procedures, work instructions, and training materials for internal and vendor-facing teams; manage operational readiness for launch, including hub go-live planning, systems testing (CRM, portals, e-services), and staffing models.
• Affordability & Access Programs: Operationalize copay assistance, patient assistance program (PAP), and bridge/quick-start programs in partnership with legal and compliance; monitor program utilization, budget performance, and forecast implications; recommend design refinements based on data and field insights; ensure programs comply with all applicable federal and state regulations, including OIG guidance and manufacturer program requirements.
• Vendor & Budget Management: Serve as primary operational point of contact for hub, copay, PAP, and non-commercial pharmacy vendors; lead QBRs and performance reviews; manage RFP processes, contracting support, statements of work, and change orders in partnership with procurement and legal; own operational budget tracking, accrual support, and invoice reconciliation for patient services programs.
• Data, Analytics & Reporting: Define program KPIs and build reporting cadences that deliver actionable insights to commercial leadership (e.g., time-to-fill, conversion, adherence, program utilization); partner with data & analytics teams to integrate hub data feeds with internal data warehouse and CRM; ensure data integrity and HIPAA-compliant data flows; translate patient journey friction points into operational solutions and program enhancements.
• Cross-Functional Leadership & Compliance: Collaborate closely with Trade & Distribution, Market Access, Marketing, Field Reimbursement, Medical Affairs, Legal, and Compliance to ensure an integrated patient and provider experience; support the development of patient-facing and HCP-facing program materials through the promotional review process; champion a culture of compliance, ensuring all patient services activities adhere to relevant laws, regulations, and company policies (HIPAA, OIG, PhRMA Code); contribute to launch planning workstreams and represent Patient Services Operations in cross-functional launch readiness reviews.

Requirements

• Bachelor’s degree required; advanced degree (MBA, MPH, PharmD) a plus.
• 8+ years of progressive experience in the biopharmaceutical industry, with 5+ years in patient services, hub operations, or specialty pharmacy/access roles.
• Direct experience launching or operating patient support programs for a specialty, rare disease, or pediatric product.
• Demonstrated success managing hub services vendors, copay programs, and PAPs, including SLA/KPI oversight and QBR leadership.
• Strong working knowledge of US reimbursement landscape (commercial, Medicaid, Medicare), benefits verification, and prior authorization processes.
• Familiarity with relevant compliance frameworks (HIPAA, OIG guidance, anti-kickback considerations for manufacturer programs).
• Experience with patient services technology platforms (CRM, e-BV/e-PA tools, patient portals).
• Excellent project management, analytical, and communication skills; able to distill complex operational data into clear recommendations.

Qualifications

• Preferred experience in pre-launch/launch environments at emerging or mid-size biotech.
• Experience supporting products with pediatric populations and caregiver-centric support models.
• Familiarity with non-commercial pharmacy and alternate distribution models.
• Vendor RFP and implementation experience (hub build or transition).

Skills

• Curiosity: Keep on exploring uncharted territories. Always ask “why?” and more importantly “why not?”
• Courage: Take smart risks, mentor each other to always do better & be accountable for our choices, our opinions, and our actions.
• Collaboration: Teamwork and spirit. Support each other and be equally involved in the achievement of our common goals.
• Credibility: Be transparent, follow through and build trust. Educate ourselves about our unique technology.