Director, Patient Support Services (PSS) - Platform Solutions

Cambridge, MA

About the role

The Director, Patient Support Services (PSS) - Platform Solutions will provide both strategic and tactical leadership across Therapeutic Areas (TAs) with a focus on programs that will optimize the patient experience, improve the productivity and efficiencies of teams, and drive operational excellence. Responsibility will span all applicable technology platforms including, but not limited to, CRM and Events Platforms.

The Platform Solutions Team is made up of three pillars: 1) Patient Journey, 2) Product Launches & Data/Systems, 3) Training, Events, and Support. The candidate may lead one or more of these pillars with direct reports that are SMEs in their respective areas. This role will focus on leading the Patient Journey pillar. The candidate must be solution-oriented, operationally savvy, creative, highly organized, flexible, and adept at working in a matrix environment handling multiple projects with multiple deadlines and stakeholders. The position will report to the Sr. Director, Platform Solutions.

Join the team transforming care for people with immune challenges, rare diseases, cancers, and neurological conditions. In Specialty Care, you’ll help deliver breakthrough treatments that bring hope to patients with some of the highest unmet needs.

Responsibilities

• Maintain a high degree of engagement with all stakeholders across TAs and align on a PSS Platforms roadmap that focuses on operational excellence, business value, and outcomes.
• Present the roadmap on a regular cadence and at various operating committee meetings.
• Develop and report on qualitative and quantitative measures of effective utilization of platforms to measure business value.
• Partner with Digital Teams to ensure pull-through of governance processes, ensure efficient use of enterprise resources, and drive priority enhancements and initiatives.
• Facilitate outcomes-focused operating models to define technical and digital challenges, documenting requirements and ensuring opportunities for efficiencies and economies of scale as appropriate across teams.
• Drive a holistic approach to platform evolution that addresses people, processes, and technology.
• Drive alignment with Reporting and Analytics colleagues to enable enhanced PSS reporting and insights.
• Act as a champion of continuous improvement.
• Perform market research and CRM benchmarking activities to ensure solutions align with Play to Win strategy.
• Work with internal and/or external teams to support and troubleshoot issues as needed.

Requirements

• Completion of a bachelor’s degree (or higher) or another closely related field.
• 10+ years of experience building CRM solutions or working within PSS or other bio-pharmaceutical experience.
• Strong leadership and analytical skills, ability to deliver on project objectives on time and within budget.
• Experience with Salesforce Health Cloud and ecosystems – Certifications a plus.

Preferred Qualifications

• Proven ability to lead and influence teams without direct authority.
• Highly self-directed; proactively and independently work issues and manage projects with minimal direction.
• Proven ability to communicate and present effectively to senior leaders, cross-functional and cross-organizational teams in a matrix environment.

Benefits

• Discover endless opportunities to grow your talent and drive your career, whether through a promotion or lateral move, at home or internationally.
• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs, and at least 14 weeks’ gender-neutral parental leave.

Pay

The salary range for this position is $178,500.00 - $257,833.33. All compensation will be determined commensurate with demonstrated experience.